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Cardiology Medical Device and Systems Software and Hardware Technical Support Call Center Supervisor

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Company :
Hill-Rom

Location :
Skaneateles, New York

Expiry Date :
Fri, 26 Mar 2021 23:59:59 GMT

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Description :
Cardiology Medical Device and Systems Software and Hardware Technical Support Call Center Supervisor [‘United States-New York-Skaneateles Falls’] .The Role: Hillrom s Front Line Care (FLC) business unit products enable earlier diagnosis and treatment. The sooner the diagnosis the more options for effective treatments. Our smart screening devices and diagnostic tools empower clinicians and health systems to identify and treat every patient with confidence, shortening the path to assessment and then to care. The portfolio includes Welch Allyn products for vision screening & diagnostics which focus on preventing blindness by facilitating early detection and treatment; physical exam & diagnostic tools; diagnostic cardiology connected electrocardiograph products. At Hillrom, safety is top priority. We take measures to provide health and safety for workers throughout manufacturing and service facilities, and we institute processes and procedures to keep all workers safe throughout the country and across the world. The Technical Support Supervisor leads a team of technical support representatives providing support and technical assistance to Front Line Care s cardiology customers, international distributors, field service and sales personnel. Services provided include instruction on the proper use of Cardiology product line, remote troubleshooting and diagnostic services, repair scheduling, complaint handling, and providing company information. The Supervisor role is also responsible for driving team performance to achieve KPIs, coaching process and people skills and cultivating collaborative teamwork within the team and interfacing with other departments. Reporting Relationships: The Technical Support Supervisor reports directly to the Technical Support Manager. S/he will lead a team of Representatives ranging in size from 15 25. Location: The role is office-based out of the formerly Welch Allyn branded products facility located in beautiful upstate New York in a bedroom community outside of Syracuse, Skaneateles Falls. Due to Covid the Technical Support teams are working virtually from their homes. Once Hillrom deems working at the office is safe and allowed, s/he is expected to work on site. Essential Duties and Responsibilities: – Take ownership of customer and partner issues through resolution and provide technical support to our customers and partners via phone, email and other support channels as required. – Research, diagnose, troubleshoot and identify resolutions to resolve customer and partner issues related to application use and configuration. – Assist customers with clinical questions as they relate to the use of the Cardiology product line. – Assist field service technicians with troubleshooting activities remotely, to include hardware and software. – Provide computer networking expertise and support for networked products. – Provide prompt and accurate feedback of issue status to customers and partners. – Effectively and professionally communicate complex technical issues to a broad range of customers, partners and departments within the organization. – Ability to be in an on call rotation and work extended hours on occasion to resolve issues experienced by customers. – Accurately and professionally document all communication with customers and partners in incident management system. – Proactively collaborate in a team environment with peers to assist in resolving customer and partner issues. – Elevate customer issues to senior staff as needed, providing detail description of problems along with steps taken to analyze the problem. – Prepare and utilize test systems for replication of user issues. .Qualifications: – Bachelor s degree is required; computer science, computer information systems or related discipline is ideal. – Certifications such as MCP, Cisco CCNA/CCNP, CompTIA Network+/ A+ are ideal. – 3+ years of experience in customer service is required, software support or IT support is preferred. – Successful candidates will have familiarity and some expertise with the following technologies, and have the opportunity to learn and work with others: – Operating Systems: Windows, Windows Server – Networking: TCP/IP protocol, WAN, LAN, GSM/GPRS – Clinical: Clinical workflow – Familiarity with basic scripting languages such as BASH, Korn, VB, Java, and Perl – Familiarity with DICOM and/ or HL7 Standards – Clinical usage experience of medical device products is preferred. – Excellent oral and written communication skills will be required as this position will involve direct communications with customers. – This position will require the ability to work under minimal supervision, within a group environment, to address a dynamic range of customer related issues. – The ability to multi-task and manage changing priorities throughout the day will be required. – Good listening skills and the capability to remain calm and helpful when working with customers is essential. – Acts with a sense of urgency, illustrates ambition, and drives for completion of tasks and projects. – Must demonstrate the ability to increase knowledge. – Must be a team-player, possess outstanding customer service skills and be self-motivated. – Possess the ability to manage time and prioritize critical priorities. Technical Service Yes, 10 % of the Time Full-time