Werfen
Technical Support Group Leader: Transfusion
Werfen, Minneapolis, Minnesota, United States, 55400
Overview
Position Summary: The Technical Support Group (TSG) provides hardware, software and applications support for all products in the IT Solutions, Acute Care Diagnostics (ACD) and Hemostasis market segments for direct customers in a Call Center environment. The Technical Support Group Leader is responsible for performing the functions of the Technical Support Specialist while also providing leadership, administrative and business support at the direction of the Technical Support Manager. This includes direct supervision of technical support staff, feedback and coaching on technical/customer interactions, availability to assist with complex calls, and coordination to facilitate smooth operation of critical business systems. Responsibilities
Key Accountabilities Performs all responsibilities of a Technical Support Specialist and contributes to the overall performance of the Technical Support Group (TSG) by: Providing administrative and operational leadership to ensure efficient day-to-day operations (e.g., staff scheduling, shift coverage, communication, and coordination of critical systems such as SAP, VPN, and telephony).
Demonstrating effective leadership through ongoing coaching, feedback, and performance management of Technical Support Specialists to drive continuous improvement in customer service delivery.
Assists management in monitoring calls to enhance quality, minimize errors, and support professional development.
Serves as the first point of contact for technical assistance related to Werfen products and services.
Takes ownership of customer issues from initial contact through resolution, including thorough research, troubleshooting, and implementation of solutions.
Maintains accurate and compliant records of all customer interactions in alignment with Quality System requirements.
Escalates unresolved issues appropriately in accordance with established procedures.
Collaborates with Service and Support leadership to manage operational metrics and follows up with team members on outstanding items.
Contributes to cross-functional initiatives and projects as assigned.
Partners with leadership to develop and maintain comprehensive training schedules and plans.
Participates in the teams on-call rotation and supports off-shift, weekend, and holiday coverage as needed.
Performs additional duties as assigned.
Essential Functions: Performs the function of Technical Support Specialist as well as the following to ensure optimal performance of TSG:
Provides administrative and operational leadership resulting in efficient day-to-day operations, such as conducting work-relevant communications, scheduling staff and shift coverage, coordination of critical business systems (SAP, phone, VPN, etc.). Demonstrates effective leadership to the Technical Support Specialists, including feedback, coaching, and performance management as required to achieve continuous improvement towards optimal customer interactions.
Secondary Functions: Works on cross-functional projects as required. Works with leadership on refining and scheduling training plans. Assists management with the monitoring of calls to improve quality, minimize errors, and develop agent performance. Provides problem solving and technical support through verbal and written communications to internal and external customers. Provides first line contact on phone calls for instrument assistance (hardware/software/methodology), when possible, resolves issue with customer during first contact. Obtains and records necessary information from customer to provide adequate and useful record of contact and problem encountered. Troubleshoots instrument problems with customer or Werfen personnel, ascertain customers willingness and ability to perform necessary tasks. When required, obtains necessary information and dispatch service request to appropriate Field Service Representative. Assumes responsibility for call until it is transferred to the field. Works with Service and Support leaders to facilitate operational metrics and conduct follow-up with team members regarding delinquencies. Participates in on-call rotation and covering off-shift hours/weekends/holidays as required. Budget Managed
(if applicable): N/A Networking / Key Relationships: North America Commercial Operations
Client Services
Quality Assurance & Regulatory Affairs
Information Technology
Finance
Research & Development (R&D)
Strategic Business Unit: Marketing and Worldwide Service
Skills & Capabilities: Strong organizational skills with the ability to multi-task, prioritize effectively, and perform well under pressure
Sound judgment and decision-making abilities in a fast-paced environment
Excellent verbal and written communication skills, with the ability to present information clearly to customers, peers, and management
Proven leadership qualities and exceptional interpersonal skills, fostering effective team collaboration
Proficient in Microsoft Windows operating systems and Microsoft Office applications
Werfen People Manager Competencies: (applicable if in a People Manager Position) The following competencies form part of the competency model for People Manager at Werfen and form part of our mindset around People Management and Leadership. We expect all People Managers of Werfen not only to demonstrate, but also to constantly continue to develop, the following competencies: Building Talent:
Planning and supporting the development of individuals knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively. Customer Focus:
Ensuring that the internal or external customers perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, crafting and implementing service practices that meet customers and own organizations needs? promoting and operationalizing customer service as a value. Decision Making:
Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information? choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions? taking action that is consistent with available facts and constraints and optimizes probable consequences. Driving for Results:
Setting high goals for personal and group accomplishment? using measurement methods to monitor progress toward goals? tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement. Driving Innovation:
Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external) ? encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions. Emotional Intelligence Essentials:
Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others emotions and behavior? leveraging insights to effectively manage own responses so that ones behavior matches ones values and delivers intended results. Qualifications
Minimum Knowledge & Experience Required for the Position: Bachelors degree in Medical Technology, Biomedical Engineering, or a related healthcare discipline required
Minimum of five (5) years of experience in a customer-facing role or support function
At least three (3) years of experience in a clinical setting
Call center experience is preferred
Proven experience working collaboratively with internal teams and external customers in a solution-focused service environment
Language:
Fluency in English is required
Note:
Management reserves the right to substitute relevant work experience for a degree and/or make exceptions to the minimum years of experience required
Travel Requirements: Up to 10% domestic travel may be required
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Position Summary: The Technical Support Group (TSG) provides hardware, software and applications support for all products in the IT Solutions, Acute Care Diagnostics (ACD) and Hemostasis market segments for direct customers in a Call Center environment. The Technical Support Group Leader is responsible for performing the functions of the Technical Support Specialist while also providing leadership, administrative and business support at the direction of the Technical Support Manager. This includes direct supervision of technical support staff, feedback and coaching on technical/customer interactions, availability to assist with complex calls, and coordination to facilitate smooth operation of critical business systems. Responsibilities
Key Accountabilities Performs all responsibilities of a Technical Support Specialist and contributes to the overall performance of the Technical Support Group (TSG) by: Providing administrative and operational leadership to ensure efficient day-to-day operations (e.g., staff scheduling, shift coverage, communication, and coordination of critical systems such as SAP, VPN, and telephony).
Demonstrating effective leadership through ongoing coaching, feedback, and performance management of Technical Support Specialists to drive continuous improvement in customer service delivery.
Assists management in monitoring calls to enhance quality, minimize errors, and support professional development.
Serves as the first point of contact for technical assistance related to Werfen products and services.
Takes ownership of customer issues from initial contact through resolution, including thorough research, troubleshooting, and implementation of solutions.
Maintains accurate and compliant records of all customer interactions in alignment with Quality System requirements.
Escalates unresolved issues appropriately in accordance with established procedures.
Collaborates with Service and Support leadership to manage operational metrics and follows up with team members on outstanding items.
Contributes to cross-functional initiatives and projects as assigned.
Partners with leadership to develop and maintain comprehensive training schedules and plans.
Participates in the teams on-call rotation and supports off-shift, weekend, and holiday coverage as needed.
Performs additional duties as assigned.
Essential Functions: Performs the function of Technical Support Specialist as well as the following to ensure optimal performance of TSG:
Provides administrative and operational leadership resulting in efficient day-to-day operations, such as conducting work-relevant communications, scheduling staff and shift coverage, coordination of critical business systems (SAP, phone, VPN, etc.). Demonstrates effective leadership to the Technical Support Specialists, including feedback, coaching, and performance management as required to achieve continuous improvement towards optimal customer interactions.
Secondary Functions: Works on cross-functional projects as required. Works with leadership on refining and scheduling training plans. Assists management with the monitoring of calls to improve quality, minimize errors, and develop agent performance. Provides problem solving and technical support through verbal and written communications to internal and external customers. Provides first line contact on phone calls for instrument assistance (hardware/software/methodology), when possible, resolves issue with customer during first contact. Obtains and records necessary information from customer to provide adequate and useful record of contact and problem encountered. Troubleshoots instrument problems with customer or Werfen personnel, ascertain customers willingness and ability to perform necessary tasks. When required, obtains necessary information and dispatch service request to appropriate Field Service Representative. Assumes responsibility for call until it is transferred to the field. Works with Service and Support leaders to facilitate operational metrics and conduct follow-up with team members regarding delinquencies. Participates in on-call rotation and covering off-shift hours/weekends/holidays as required. Budget Managed
(if applicable): N/A Networking / Key Relationships: North America Commercial Operations
Client Services
Quality Assurance & Regulatory Affairs
Information Technology
Finance
Research & Development (R&D)
Strategic Business Unit: Marketing and Worldwide Service
Skills & Capabilities: Strong organizational skills with the ability to multi-task, prioritize effectively, and perform well under pressure
Sound judgment and decision-making abilities in a fast-paced environment
Excellent verbal and written communication skills, with the ability to present information clearly to customers, peers, and management
Proven leadership qualities and exceptional interpersonal skills, fostering effective team collaboration
Proficient in Microsoft Windows operating systems and Microsoft Office applications
Werfen People Manager Competencies: (applicable if in a People Manager Position) The following competencies form part of the competency model for People Manager at Werfen and form part of our mindset around People Management and Leadership. We expect all People Managers of Werfen not only to demonstrate, but also to constantly continue to develop, the following competencies: Building Talent:
Planning and supporting the development of individuals knowledge, skills, and abilities so that they can fulfill current or future job responsibilities more effectively. Customer Focus:
Ensuring that the internal or external customers perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities, crafting and implementing service practices that meet customers and own organizations needs? promoting and operationalizing customer service as a value. Decision Making:
Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information? choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions? taking action that is consistent with available facts and constraints and optimizes probable consequences. Driving for Results:
Setting high goals for personal and group accomplishment? using measurement methods to monitor progress toward goals? tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement. Driving Innovation:
Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external) ? encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions. Emotional Intelligence Essentials:
Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others emotions and behavior? leveraging insights to effectively manage own responses so that ones behavior matches ones values and delivers intended results. Qualifications
Minimum Knowledge & Experience Required for the Position: Bachelors degree in Medical Technology, Biomedical Engineering, or a related healthcare discipline required
Minimum of five (5) years of experience in a customer-facing role or support function
At least three (3) years of experience in a clinical setting
Call center experience is preferred
Proven experience working collaboratively with internal teams and external customers in a solution-focused service environment
Language:
Fluency in English is required
Note:
Management reserves the right to substitute relevant work experience for a degree and/or make exceptions to the minimum years of experience required
Travel Requirements: Up to 10% domestic travel may be required
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