Manager, Technical Support

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

The   Mission:
The Manager of Technical Support leads a team of 13   responsible for resolving customer issues across   CenTrak’s   RTLS platform.   You'll   guide the team's response to inbound inquiries, escalations, and support needs   keeping the queue healthy so that no customer is left waiting or wondering.   Just as importantly, you'll invest in the people doing the work ,   helping each of them build their skills and their caree r,   and you'll partner with leadership and peers across CenTrak to build the tools and processes that let the team do its best work.   Success here looks like customers who feel genuinely taken care of, and a team that is stronger for having been led by you.

Responsibilities:

• Effectively manage daily activities in   the   ticket system ,   working and diagnosing customer issues and support escalations , ensuring that every ticket carries a clear owner,   an accurate   severity   and a defined next step.

• Own the health of the support queue against published SLAs, monitoring response and resolution times and case aging so that no customer issue stalls without visibility.

• Serve as the escalation point for high-severity and   clinically   impacting   issues, coordinating the   appropriate internal   responders   and   maintaining   a steady communication cadence with the customer through to resolution.

• Lead   root cause analysis of systemic field problems   with effective communication to key internal and external   stakeholders and   serve as the voice of the customer to Product, Engineering and Quality, helping ensure correct prioritization of issues.

• Manage team coverage and scheduling, including on-call rotations,   holiday   and PTO planning, ensuring that support availability   remains   consistent and is not dependent on any single individual.

• Lead,   coach   and develop the team,   holding   regular one-on-ones setting clear expectations and   maintaining   an individual development plan for each team member .

• Assess and grow technical capability across the team,   identifying   skill gaps across   CenTrak’s   solution   and closing them through training,   assignment   and mentorship.

• Partner with   Support Team Leadership   to   identify   improvement gaps   and sources of repetitive, manual, non-value add work and contribute requirements for new tools and   process .

• Encourage the piloting and adoption of solutions that help make the team more effective and efficient .

• Adhere to   and enforce   all CenTrak policies and procedures, and   comply with   all   requirements   System Manual, Operating and Technical Procedures and Workplace Instructions.

Qualifications:

• Bachelor’s Degree in Electrical or Computer Engineering , Software Engineering, Computer Science or Information Technology   required .

• 2-4 years of experience in a   T echnical   S upport role interfacing with customers   required .

• Experience with RTLS and Healthcare IT Integrations is a plus.

• Experience supporting Embedded products and PC software is a plus.

• Must   demonstrate   strong troubleshooting and debugging skills.

• Good communication   skills   both   verbal and written.

• Ability to work independently at a fast   pace and   produce quality work.

• Ability to perform work accurately and thoroughly with high attention to detail.

• Ability to   be organized   and follow a systematic method of performing a task.

• Ability to   maintain   a high degree of order, punctuality and responsibility towards customers, suppliers,   employer , and co-workers.

• Proficient with Microsoft Office applications.

• Customer / Client service orientation.  Driven to meet or exceed consumer expectations.

X

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Not the right fit?   Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!