Manager, Technical Support, Acute Care Diagnostics - Field US - Werfen

Werfen

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain.  We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

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 Manager, Technical Support, Business Line is responsible for the daily oversight and management of their respective Business Line segment of the technical call center.  This includes management of staffing needs and call volume, ensuring appropriate response and effective resolution to customer issues, implementation and adherence to business processes, strict adherence to Quality requirements, and identifying opportunities for workflow optimization.

Key Accountabilities:

Essential Functions:

• Provides direct oversight and management of daily operations of the Technical Call Center, including appropriate staffing levels, customer escalation management, customer complaint processing, and TSG Agent performance management.
• Manages and reports on Key Performance Indicators to functional management.
• Utilizes call center data and key performance indicators to evaluate business and staff performance. Continuously identifies and facilitates opportunities for improvement and development.
• Demonstrates dynamic leadership and effective communication that promotes an engaged employee culture and provides TSG agents with recognition and opportunities to be vested in solutions.
• Implements creative customer centric interactions and workflows, monitors and identifies opportunities for improvement to ensure a positive customer experience.
• Implements department specific systems, processes, and critical business procedures as needed in accordance with compliance and business objectives.
• Escalates relevant information on product complaints to appropriate individuals as necessary.
• Conducts written review of staff performance, which involves identifying training needs, improvement opportunities, individual agent goals and objectives, and disciplinary actions as required.
• Monitors calls to ensure highest level of quality and pursues coaching opportunities for maximizing agent performance as required.
• [IT Solutions only:] Ultimately responsible for customer escalated issues and driving all efforts towards effective resolution.
• Provide staffing and escalation/management support for a 24x7 operation

Secondary Functions:

• Recommends improvements or enhancements to training programs/offers.
• [IT Solutions only:] Travels to customer sites for in-field support and issue resolution as required.
• Other duties as assigned.

Budget managed (if applicable)

• Manages and controls TSG budget

Internal Networking/Key Relationships

To be determined based on department needs, to include interactions such as:

• North America Commercial Operations | Finance | Quality & Regulatory | R&D | Information Technology | Strategic Business Unit: Marketing, Worldwide Service
•  

Skills & Capabilities:

• The ideal candidate for this position will exhibit the following skills and capabilities:
  • Exceptional communication, interpersonal, and customer service skills
  • Demonstrated leadership capability and/or experience and exceptional interpersonal skills
  • Strong verbal, written, and presentation skills, with the ability to collaborate and present to varying levels of internal/external customers and management
  • Ability to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and often times competing, priorities.
  • Highly accountable and drives accountability in others
  • Process oriented with focus and process improvement

Minimum Knowledge & Experience Required for the Position

Education:

• Hemostasis/ACD : Bachelor’s degree in Medical Technology, Biomedical Engineering or Heath Care related discipline required.
• IT Solutions: Bachelor’s Degree in Information Technology, Computer Science, Business, or Engineering required; or equivalent experience.

Experience:

• All: Minimum five years’ experience in customer facing role/support function
• HEM and ACD: Minimum three years of experience in a clinical setting
• IT Solutions: Minimum five years working in IT Solutions customer support role
• Experience in environment that supports Interface Engines, IT Security for healthcare environments, Connectivity, Databases, Networking, and ADT/POCT Devices preferred.
  • All: Call Center experience preferred

Additional Skills/Knowledge:

• Experience interfacing with both internal team members and external customers as part of a solution-based service process
• Language: Fluency in English required

International Mobility:

• Required: No

Travel Requirements:

• IT Solutions: Up to 30% of time
• HEM and ACD: Up to 20% of time

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance.

We operate directly in over 30 countries, and in more than 100 territories through distributors.  Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.

www.werfen.com