Sr. Manager, Technical Support

Sr. Manager, Technical Support (Senior Manager, Helpdesk ) - International

Location
Dusseldorf, Germany
Job Category
Customer Support
Employment Duration
Full-Time Regular
Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so they can achieve the vision of the Autonomous Pharmacy. Thousands of hospitals, pharmacies, skilled nursing facilities and care homes trust Omnicell to provide continuous innovation. They need us to deliver solutions to meet the ever-evolving challenges of the healthcare landscape. We encourage creative problem solving and outside-the-box thinking that only a diverse, well-rounded workforce can bring.

Join us as we build on our powerful combination of advanced automation, predictive intelligence, and expert services to create a safer future for patients—one where medication errors are a thing of the past. You’ll be joining an organization whose culture encourages individual development, rewards intellectual curiosity, and embraces an inclusive environment. Join our growing company and help shape the future at Omnicell!

Sr. Manager, Technical Support (Senior Manager, Helpdesk)

The Sr Manager, Technical Support (International) is a member of the Omnicell international service leadership team. The position is responsible and accountable for delighting Omnicell’s customers and driving growth/profitability of the Omnicell service business across all international markets. The person will be a business and customer success enabler through proactive planning and execution to ensure customer and business goals are met and exceeded. The person will have experience of implementing global processes and deploying systems that enable the required customer and business outcomes.

Oversee the day-to-day function of the support group. This role focuses on the management of a team of support agents who are working on the resolution of customer reported issues. Attention to detail, continuous improvement, best practices and responsiveness should all be second nature, in addition to development and growth of the team members who provide these expert-level services.

Responsibilities

Provide first level supervision to the support teams, managing workload, response, resolution and experience quality
Monitor and manage support agent queues and escalate issues as necessary.
Perform routine case reviews and provide feedback.
Monitor and manage support and customer satisfaction metrics to meet organizational goals.
Coordination of schedules both locally and across markets, and with regional TAC teams as part of a hybrid support model, to ensure continuous service and to meet expected performance

Provide input to training and development planning and performance evaluations.
Manage customer escalations through escalations leaders, engineering, product and customer success
Follow up with customer satisfaction surveys to understand voice of customer
Highlight serious issues and bugs to engineering and escalation teams for resolution.
Report detailed customer statuses to direct leadership to ensure full functional visibility of customer issues.
Build and maintain strong relationships with sales, engineering, development and other TAC organizations
Required Skills
Bachelor’s Degree or Equivalent in related field
5+ years of experience in leading multiple technical support / helpdesk functions
Energized by making customers happy and successful
Knowledge of ITIL and Helpdesk Management
Healthcare technical support will be advantageous
Languages - German, French (advantageous) and English (mandatory)
Able to perform well in the face of tight deadlines and tough technical and organizational challenges
Previous call centre experience, preferably supporting technical products and/or software products is desirable.
Experienced in the delivery of customer support in direct and distributor markets
Driven to create success in a difficult situation, through brilliant problem solving, communication, persistence and maintaining focus on the goal.
Experience in providing services to agreed SLA’s\OLA’s and reporting on the same
Experience in extracting and analysing data reports and measuring functional performance
Some overnight travel to customers or other Omnicell locations (25%)
Out-of-the-box independent thinker who can initiate and establish working procedures.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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