Supervisor, Technical Care

The Supervisor, Technical Support is responsible for managing our 24/7/365 Technical Support Call Center which handles enterprise level technical support to Customers, Partners, and the Field Service Team to ultimately drive complete resolution to complex issues and service dispatch in support of Healthcare business. Key responsibilities of this Customer-centric role will be to drive service excellence, define performance standards, streamline business processes to enhance the Customer experience and Employee experience within our omni-channel technical care
platform. The Supervisor partners with cross-functional internal departments and field representatives, Service Engineering, Service Operations, to ensure Customer satisfaction is met. The Supervisor ensures issues are addressed quickly, and will develop and enforce consistent, repeatable procedures and processes

People Management (75%)

• Manages Technical Care Representatives in a Healthcare Technical support environment; including troubleshooting, parts inquiries, and service dispatch and documentation
• Develops and implements clear objectives, evaluates progress of team members, and instills an agile, high performance culture with a focus on key imperatives.
• Meets with direct reports on a regular basis to provide ongoing feedback regarding performance to metrics, development, and expectations to ensure efficient workflow and high-quality service delivery.
• Select and hire employees for replacement and growth that complement the skills of the team and that illustrate the competencies necessary for success in the role.
• Ensures team is following department policies and procedures
• Partners with Managers to maintain and improve employee engagement within the department

Operations Management (15%)

• Responsible for fulfilling adequate business coverage for 24/7/365 call center operation, including evenings, weekends, and holidays based on business need. This includes creating and maintaining the staffing work schedule.
• Generates reporting to monitor department metrics are achieved including, but not limited to, phone statistics and Service Ticket audits
• Leads departmental initiatives for new projects, implementation of processes and/or problem resolution.
• Acts as an escalation point for complex technical issues. Ensure timely and effective resolution of customer problems.

Continuous Improvement (10%)

• Drives compliance through the creation and maintenance of Standard Work
• Ensures sustainability of Standard Work Processes and Procedures
• Collaborates with leadership team to create daily, monthly, and yearly KPI's, drive continuous improvement through scorecard measurement, and develop countermeasures for misses
• Develops training opportunities for associates and ensures training materials are aligned to standard work expectations
• Collaborates with leadership team on process improvement and new technology initiatives

• Bachelor's degree in Business, Engineering, CS, or related discipline
• Minimum of 3 years Technical Support or related field with progressive advancement throughout career
• Demonstrated track record as a strong leader
• Working knowledge of telephony systems
• Demonstrated ability to manage multiple priorities simultaneously and lead change initiatives
• Demonstrated self-starter and able to manage independently
• Excellent judgement & effective decision-making & problem-solving skills; understands how decisions impact the Customer and the Company
• Excellent interpersonal and relationship management skills
• Ability to lead and influence a cross-functional team and operate in a highly complex environment
• Strong analytic skills (data gathering, analysis, and recommendation development)
• Must demonstrate a high level of professionalism and integrity
• Excellent communication skills - written, verbal and presentation
• Ability to handle multiple demands from many people and prioritize effectively
• Ability to maintain composure under pressure
• Resilience, grit, empathy and accountability, lead by example - mentor & motivate others.

At STERIS, we invest in our employees and their families for the long term! STERIS wouldn't be where it is today without our incredible people. We shares our success together with you by rewarding you for your hard work and achievements.

Here is just a brief overview of what we offer:

• Competitive Pay
• Extensive Paid Time Off and (9) added Holidays.
• Excellent healthcare, dental, and vision benefits
• 401(k) with a company match
• Long/Short term disability coverage
• Parental Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Continued training and educations programs
• Excellent opportunities for advancement in a stable long-term career
• #LI-KS1 #LI-Hybrid