Technical Support Supervisor
Randstad Technologies is seeking a Technical Support Supervisor. The TSS is responsible for the recruitment, development and improvement of the Tier 1 Front-line Technical Support Team. The TSS will directly supervise approximately 10-15 Product Quality Representatives (PQRs). The TSS is responsible for analyzing data on a daily, weekly and monthly basis to identify opportunities to create and improve processes, increase customer satisfaction, improve responsiveness, all while controlling cost and maintaining alignment with our strategic imperatives. Additionally, the TSS will drive consistent adherence to best practices via focused 1:1 performance management and mentoring of direct reports in areas including but not limited to: productivity, professionalism, optimized workflows, escalation prevention, and Regulatory compliance. The TSS will also serve as the day to day front line supervisor responsible for coordinating and monitoring the activity and performance of the Tier 1 Technical Support Team to ensure adherence to key metrics for ACD and blended services. The TSS will deliver on individual, team and corporate goals in accordance with established objectives and standards of performance. ESSENTIAL DUTIES AND RESPONSIBILITIES: - Other duties may be assigned: - Develop, communicate and execute the Technical Support strategy. - Collaborate autonomously and with other Hill-Rom departments to continuously evaluate processes and create work procedures that support strategic directives, financial discipline and overall operational efficiency. - Execute change initiatives including but not limited to implementation of new processes and process improvements related to Complaint Handling and collaborations with internal customers such as PMs, IEs, ITSEs, and Field Service. - Achieve excellent customer satisfaction through the development and maintenance of effective relationships of both internal and external customer. - Motivates, coaches and develops direct reports to achieve individual performance and behavioral expectations through written communication, one-to-one interfacing and conduct performance reviews to ensure performance expectations are set, monitored and executed. - Plan, organize, schedule and supervise the day to day operations of the Tier 1 Technical Support Team including coordination of ongoing product and technical training, approving and rejecting PTO requests and delivery of daily communications to the team detailing previous day's metrics, staffing levels, and any special customer handling needs. - Accept customer escalations and provide definitive and timely updates and resolutions to the customer contact and internal stakeholders. - Monitor team and individual dashboards to ensure PQRs are responding and resolving cases with a sense of urgency. - Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies. - Utilize Workforce Management tools to monitor and enforce schedule adherence, load-balance staffing levels based on incoming call trends, and provide performance reports to the Technical Support Manager including but not limited to schedule adherence (Arrival Times, Breaks, Lunches, etc.) EDUCATION, EXPERIENCE AND QUALIFICATIONS: - Bachelor degree in computer science, technical or business related field required. - 5+ years' experience in customer service operations or technical support required. - 1+ Year Supervisory experience, preferably in a Technical Support Supervisor role with proven ability to work effectively with employees at all levels in the organization - Excels in achieving outstanding performance results. - Experience working in a fast-paced environment. - Excellent interpersonal and diplomacy skills. Excellent verbal and written capabilities. - Excellent computer skills and experience with, MS Office Suite, Visio, Automatic Call Distribution software, etc. - Strong ability to multitask to meet deadlines and manage competing priorities to be in alignment with the strategic goals. - Serve in 24x7 technical support environment, ability to work flexible shifts. Experience working in an FDA, medical device or similar regulatory compliance experience preferred. PHYSICAL REQUIREMENTS: NOTE: The inability to perform any of the following physical requirements does not preclude an applicant from consideration unless, following an individualized analysis, it is determined that the physical requirement is an essential job function and the applicant is unable to perform such function with or without reasonable accommodation - Note all physical requirements of the position. Please use the ADA Essential Functions Checklist as a Guide. At Hill-Rom, we strive to build a diverse work force through equal opportunity employment that embraces and leverages the differences each individual has to offer. This job description is only a summary of the typical functions of the job and not intended to be an exhaustive list of all job responsibilities, tasks and duties.
EDUCATION, EXPERIENCE AND QUALIFICATIONS: -Associate degree in Business or Engineering or equivalent experience by combination of education and work experience in a specific discipline. (Bachelor degree preferred) -Minimum two years of similar job related experience, or equivalent combination of education and experience. -Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. -Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. -Motivating, developing, and directing people as they work, identifying the best people for the job. -Ability to adapt to changing situations and adjust actions in relation to others' actions. -Knowledge of Windows, MS Word, Excel, -Lean/Six Sigma Green Belt or Bronze Certification (preferred) -Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods. -Knowledge of machines and tools, including their designs, uses, repair, and maintenance. -The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). -Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. PHYSICAL REQUIREMENTS: -Please refer to the Essential Duties and Responsibilities.