Henry Schein, Inc. Supervisor, Technical Support in Golden, Colorado

Zahn, a Henry Schein company, is seeking an experienced Technical Support Supervisor. Our mission is to quickly assess and resolve end-user questions while delivering world-class customer support and training.

JOB OVERVIEW:

This position is responsible for supervising employees, activities, and systems related to the technical support of IT and digital healthcare products and services for customers. Work toward and assist in the achievement of individual, team, and department goals

KEY RESPONSIBILITIES:

  • Supervise day-to-day activities of the team including statistical reporting, team mentoring, ticket auditing, ongoing trainings, weekly meetings and knowledgebase documentation to promote high levels of customer satisfaction.

  • Ensure TSMs understand expectations; have materials and equipment to meet those expectations; are placed in a role where they have strengths to meet those expectations; and are recognized for exceeding those expectations. Call monitoring will assist in improving customer experience

  • Supervise individual and team performance via goal setting, PTO and timecard approvals/management, CMS monitoring, individual one-on-one sessions, ongoing communication and opportunities to ensure minimally 98% or higher customer satisfaction and performance are achieved. CSAT negative comment follow up and documentation on each ticket

  • Work closely with customers, other teams, departments and levels of management as needed for problem resolution and/or process improvements to ensure effective and timely service for internal and external customers. Handles Customer escalations and assists to relieve call queue as needed.

  • Participate in special projects and perform other duties as required.

SCOPE:

Typically supervise overtime eligible technical staff on day-to-day activities using established procedures, policies and management guidance within a more complex or larger section(s) of a department. Jobs are typically similar in nature and performa single task or multiple but closely related tasks. Receive assignments in the form of objectives with goals. Management reviews work to measure meeting of objectives

COMPLEXITY:

Follow established practices and procedures in analyzing situations or data. Handle moderately complex problems and escalations. Extensive technical knowledge in high tech digital lab equipment is required. Follow established practices and procedures in analyzing situations or data from which answers can be readily obtained.

STRATEGY:

Focused on how to implement management’s decisions through the work of technical and/or professional support level staff. Carry out policies and procedures passed down from management.

SUPERVISION:

Provide direct supervision to professional and/or technical support level staff typically performing complex to very complex tasks and assign tasks according to established policies. Manage through active involvement as required, to meet business standards, schedules and resolve technical escalations and employee related issues.

INTERACTION:

Interact with other supervisors, staff, customers, and/or functional peer group managers, normally involving matters between functional areas of the company. Collaborate regularly with others and conduct presentations of technical information

MANAGEMENT DUTIES:

Typically does not hire, terminate, or promote without Manager and/or Director approval but may have input into the decision-making process. Decisions on salary increases, performance reviews, disciplinary actions, etc. are reviewed by more senior management

WORK EXPERIENCE:

Typically 2 or more years of related support experience; 3 or more years of management experience.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline.

GENERAL SKILLS & COMPETENCIES:

  • Good management skills and ability to motivate teams

  • Good verbal and written communication skills and ability to resolve disputes effectively

  • Good presentation and public speaking skills

  • Good decision making, analysis and problem solving skills with ability to multi-task

  • Ability to learn applicable computer systems, digital lab equipment and other business required competencies

  • Understand financial information that impacts department

  • Ability to plan and coordinate successful projects

  • Communicate effectively with team(s)

SPECIFIC KNOWLEDGE & SKILLS:

  • Extensive experience in Product Training and Technical Support

  • Ability to problem solve complex issues independently

  • Strong communication skills as they relate to customer issue resolution

  • Ability to lead by example

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

/ Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status. /

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/ For more information about career opportunities at Henry Schein, please visit our website at // : // www.henryschein.com/careers /

Title: Supervisor, Technical Support

Location: CO-Golden

Requisition ID: R108170