Technical Support & Service Administration Manager (Hybrid)

Join a team that improves patient outcomes, through innovative and flexible solutions to the acute care market! When you work for Skytron, you get so much more than a job, including:

Comprehensive benefits package, beginning on day one

Hybrid work arrangement

Annual Bonus

Paid vacation, personal days, and holidays

401(k) and Profit sharing

Tuition reimbursement program

Onsite gym

Family-owned and operated business

As the Technical Support & Service Administration Manager, you will:

Implement and monitor the effectiveness of new and existing service software, to ensure platforms and systems scale appropriately to incoming service requests and advance established revenue goals for service

Manage and oversee technical support and service administration team members, ensuring work is performed according to service standards and work instructions

Provide subject matter expertise to the technical support team, addressing escalated issues that arise

Monitor and analyze service and support-related ticketing system data and metrics to help drive performance and ensure customer satisfaction

Serve as second-level escalation for incoming technical support requests

Manage service-related purchase orders and contract processes through the ERP system, including: contract management and review, order entry, order maintenance, and change order processing

Support the Skytron Assure program through management of contract storage, part number creation, pricing maintenance, and the order-to-cash process

Develop and implement work instructions and procedures that advance customer satisfaction, efficiencies, compliance, and best-in-class standards

Monitor data and team performance to ensure proper understanding and adherence to work instructions and procedures

For success in this role, you will:

Capably handle required administrative functions

Verify work to ensure accurate results, requiring minimal rework

Follow work instructions, procedures, safety guidelines, and company policies

Give customer needs priority, responding quickly to concerns and demonstrating a desire to assist others

Meet productivity standards

Be detail-oriented and possess the ability to multi-task, work under pressure, and meet deadlines

Listen to others, expressing ideas with tact and clarity

Be internally motivated and work well with minimal supervision

Devise workable solutions or consult with secondary resources to devise solutions

Have an Associate or Bachelor's degree in a technical business management area (highly preferred)

Possess 5-7 years of experience working in a customer-facing technical support role

Have previous experience leading and directing the efforts of projects with defined milestones (strongly preferred)

Have previous experience and demonstrated success overseeing a technical support team in a lead, supervisory, or manager capacity (strongly preferred)

Possess working knowledge of clinical environments (strongly preferred)

Have the ability to read and interpret complex, technical manuals and instructions, including blueprints

Have direct experience working with FDA and other health authorities (highly preferred)

Be proficient in Microsoft Office, including: Word, Excel, and PowerPoint

If you need assistance with any aspect of the application process or would like to request a paper application, please contact Skytron's Human Resources Department at 800.759.8766.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

#J-18808-Ljbffr