Technical Support Supervisor

1 week ago

Deer Park, Texas, United States Leica Biosystems Full time
Job Summary

We are seeking a highly skilled Technical Support Supervisor to join our team at Leica Biosystems. As a Technical Support Supervisor, you will be responsible for providing day-to-day oversight of the Histology/Staining Instruments and Digital Pathology platform.

Key Responsibilities
  • Drive established service level requirements, KPIs, and metrics through utilizing DBS.
  • Proactively conduct regular customer meetings to discuss on-going support issues and future enhancement workflow for increased optimization and efficiency.
  • Liaise between functional teams to manage and prioritize escalations, complaints, and process improvements, and feature enhancements.
  • Lead continuous improvement activities such as Kaizens events and workshops.
  • Participate in recruiting/interviewing and assist with developing a training plan and successful onboarding of a Technical Support Specialists.
  • Conduct regular customer meetings focus on improving support issues and future enhancement workflow for increased optimization and efficiency.
  • Be available to backup phone queue and work on cases during heavy call and case volume.
Requirements
  • Associate's degree with 6 years of experience.
  • 1+ years of experience supervising or managing a technical support team of 8 or more direct reports.
  • 1+ years of demonstrated experience implementing change management through a systematic approach to transform the organization's goals, processes, or technologies.
  • Demonstrated Experience with handling live customer internal or external escalations to ensure issues are resolved effectively, the customers' expectations are met, and processes are created to avoid repeat escalations.
  • Demonstrated experience developing a team such as coaching, mentoring, managing performance, reinforcing accountability, and supporting development and growth.
  • 1+ year of experience with ERP or CRM systems.
Preferred Qualifications
  • Bachelor's degree.
  • Experience using and troubleshooting Leica Histology/Staining instruments and Digital Pathology Platforms and Demonstrated knowledge of QA/Regulatory documentation practices.
  • Experience with Salesforce, SAP or Oracle.
What We Offer

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

At Leica Biosystems, we are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

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