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Manager Customer Support
Solventum
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Troubleshoot assigned 3M software applications as well as interfaces (HL7, XML, etc.), Windows operating systems, network, Citrix & SQL
- Participate in pre-sales, support, and implementation calls with clients as needed
- Participate in System Health Checks and Performance Reviews with clients as needed
- Work on individual and team projects
- Represent 3M HIS in communications with external customers and 3M departments.
- Provide input to technical hardware configuration needs
- Collaborate with Customer Care, Development, and Product teams to address technical concerns identified by 3M clients
- Assist with product training as needed
- Identify areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
- Support team processes and participate on cross-functional and Six Sigma teams
- Position may be required to be staffed during off hours
- Required to provide after-hours on-call support
Primary Responsibilities (include but are not limited to the following):
- Manage multiple Level 3 Support Engineers. Provide high quality operational and technical application support for Solventums HIS product offerings.
- Manage day-to-day issues, assignments and processes. Analyze issues quickly, walk them through to resolution.
- Manage relationships and work closely with internal teams including Business users and other teams for resolution of product issues.
- Identifies and implements tools and procedures that enhance productivity and the ability to deliver customer service
- Communicates regularly with senior leadership, providing reports and updates on all projects, open critical client and product issues
- Identifies the system improvement opportunities based on tracking product support requests or repetitive issues and makes recommendations to product manager on potential solutions
- Own the delivery of Customer Support & Operational activities.
- Facilitates team meetings to communicate objectives, status on targets, and gather information regarding any roadblocks the team may be facing
- Serve as SME on customer support and liaise with other teams with regards to incident escalations
- Review monthly performance of team members and prepare monthly metrics reporting. Provide guidance and development for team members.
- Ensuring that resources on the team adhere to all corporate policies, procedures and guidelines.
- Managing tickets queues, work requests, and special projects. Also, assigning resources to these different areas.
- Communicating with customers, as needed, to resolve high profile or complex issues.
- Work directly with an onsite cross-functional team consisting of SME, Senior Management and Technical Support Teams
Job Qualifications:
- Education: Masters or Bachelors degree in Information Technology or related environment
- Experience: 12 - 15 years of experience in troubleshooting issues in complex system that operates a 24/7 mission critical environment. Out of which a minimum of 5 years experience in managing L2/L3 Support teams.
- Knowledge & Skills: Candidate must be strong in at least one of the following concentrations
- Exposure to Healthcare IT in a hospital or healthcare group environment.
- Managing L2/L3 Support team that interacts with a development organization.
- Good analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis in order to identify issues
- A strong work ethic; displays initiative, ability to be very hands-on, as well as a sense of urgency in completing assigned projects on-time
- Exceptional customer relations skills and a commitment to excellent customer service.
- Demonstrate critical thinking and decision-making skills
- Must be able to communicate at a technical level as well as at a higher level that a customer would be able to understand
Technical Skills:
- Strong understanding of systems and database.
- Knowledge in SQL & C# scripting with programming background
- Familiar with cloud architectures like Citrix, AWS
- Hands on experience and strong understanding of Windows Environment
- Working knowledge of web services and APIs
Employment Type: Full Time, Permanent
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based on 3 employees
Flexible timing
Monday to Friday
Within city
Solventum Benefits
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