Location: Indianapolis, IN
As a member of the Customer Support Center in the Roche Support Network the supervisor provides daily leadership, training, and coaching of the Technical Product Support and Solution Support staff who assist Roche customers in remote troubleshooting of instrumentation, applications, IT products, and software provided by Roche Diagnostics. Oversees staff activities including the analysis of problems with non-functioning electro/mechanical equipment, software applications, IT products or reagents to identify problem area(s) and recommendation of corrective action. Manages customer relationships. Participates on product launch teams to ensure serviceability.
Supervises all aspects of team administration to include review, correction and submission of work hours and approval of expense reports. Effectively counsels employees and performs call performance reviews; works with the individual to maintain strengths and improve weaknesses; provides effective and timely employee feedback; documents performance issues. Completes Contribution Summary and assists in employee development plans.
Assists the Manager/Director in developing long and short term goals. Educates and trains staff on department and company goals to ensure team alignment and ultimate success.
Collaborates internally and with other business functions to resolve diverse issues which affect the customer base. Represents the group during inter-departmental meetings identifying possible issues/concerns that may affect future product service.
May conduct and coordinates customer VIP visits.
Analyzes key departmental metrics and creates action plans to address any shortcomings. .
Oversees staff work shift schedule to ensure service coverage based on business area requirements. Uses data to effectively oversee staffing requirements and make informed business decisions.
Responsible for procedural on-call coverage periodically.
Monitors employees’ needs for mandatory training and identifies opportunities for career development. Assists in providing support of new product launches and assists individual technical support personnel with complicated customer issues. Coaches and trains new hires.
Performs field travel for customer interaction and problem resolution leading to improved overall customer service.
Provides input for Quality System requirements for Technical Support Staff policies and procedures. Drives team compliance in all aspects of timely and accurate case handling, documentation, escalation, PRI/PSI identification, and closure. Responsible for individual and team compliance in completing assigned training.
Leads initiatives and projects for process and efficiency improvement.
Acts as a Leadership representative and advocate of the Customer Support Center. Ensures communication/alignment with stakeholders on key issues/initiatives/directives. Fosters partnership with business unit stakeholders (i.e. communicates trending, information and strategy); collaborates with peers on issues.
Provides direction to employees according to established guidelines, policies and procedures
Requires full knowledge of own area of functional responsibility
Supervises daily operations of employee(s) by assigning tasks, frequently checking work and maintaining schedule.
A portion of time is spent performing individual tasks related to the unit.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Who You Are:
Bachelor’s degree in Medical Technology, Clinical Chemistry, Biology, Information Technology, Engineering, or other appropriate discipline
5+ years of progressive experience in a Customer Support, Contact Center, Bio-technology and/or Healthcare industry.
Prior leadership experience or successful completion of supervisory training courses or similar training
Excellent communication, organization and customer service skills
Service-minded individual that is passionate about leading people and teams to create exceptional customer experiences
Call Center experience