Position Summary
To oversees the Technical Support Specialists who support SPM Implementations. The position manages all team members and coordinates team activity to ensure Customer technical support and Implementation support are provided on time, meeting internal and Customer expectations. Lead the effort to develop, maintain, and train on Tech Support documentation/knowledge base. Coordinate with, and support, other teams.
Duties
1.Hiring and training new members of the Technical Support Team.
2.Preparation and distribution of semi-annual reports on Tech Support activities.
3.Ensuring that Technical Support Analysts are informed of required documentation in Salesforce and perform audits. to ensure compliance.
4.Assess the need for new tools or procedures that could improve the team’s effectiveness.
5.Develop a procedure for team members to submit problem solutions to a knowledge base.
6.Train the team on the use of the knowledge base.
7.Review knowledge base submissions.
Duties – cont’d
8.Write documentation for all types of software installations, upgrades, and information that can be used for technical troubleshooting.
9.Ensure that the Technical Support Team is equipped with information on the technical details of new software features.
10.Perform standard Technical Support Analyst duties, as directed.
11.Represent SPM on calls with business associates and/or potential customers, as directed.
12.Represent Technical Support Team on calls with other teams, as directed.
13.Identify issues that need the attention of Development and coordinate with Development on the weekly calls led by Development
Education Degree
Bachelor’s Degree
Required Experience
1.Demonstrated analytical, problem-solving and interpersonal skills.
2.Excellent written and oral communications.
3.Excellent presentation skills before large and small groups.
4.Excellent organizational skills and ability to work effectively with multiple priorities.
5.Expierence require 7 years. Strong computer and server background with a knowledge of Visual Basic, SQL Server, Microsoft Access, C#, and other basic Microsoft Office software products.
6.Must possess good interpersonal and communication skills to effectively communicate with customers via phone and email
7.Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
8.Must demonstrate attention to detail and responsibility in performing tasks
9.Physical location that is able to access high-speed internet (cable modem) with capability to retain a permanent IP address.
STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics. We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.
STERIS strives to be an Equal Opportunity Employer.
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