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Service Manager


   Closing Date: Sep. 12, 2018

Employer:7 Medical Systems
Job Location: Minneapolis - County
Employment Type:Full Time

Description:

The Service Manager is responsible for managing the Service and Support department for 7 Medical’s cloud-based solutions, ensuring post-implementation service and support to maintain the highest level of customer satisfaction by leading a team of support representatives and engineers. Responsible for ensuring the logging, tracking, resolving and closing of service requests and supporting or facilitating any other customer inquiries.

Duties:

• Ensures the smooth and successful functioning of the company’s 24/7 call center and data center operations, including staffing and managing the after-hours on-call schedule.
• Manages workload, schedules and activities of Level 1, 2 and 3 support, engineering, and helpdesk staff.
• Defines and enforces policies and procedures for handling inbound customer service requests, including appropriate escalation procedures.
• Trains service and support personnel in policy and procedures; maintains accurate and up-to-date policy and procedure manuals and documentation.
• Ensures efficient and effective logging, tracking, resolving and closing of service requests in the CRM system in response to service calls and inquiries.
• Provides guidance, supervision and assistance to staff in resolving complex customer hardware, software and applications issues.
• Interfaces with other departments (i.e., product development, sales, administration) to investigate and resolve service issues and complaints.
• Specifies, procures and installs computing hardware and software in response to customer requests.
• Creates and disseminates of troubleshooting tips, user guides, and FAQs for end users.
• Schedules service notifications to customers and maintains service communications templates.
• Performs quarterly follow up with customers.
• Tracks and analyzes trends in (CRM) service requests and generates performance metrics reports.
• Designs new processes and procedures to improve first-call-resolution metrics.
• Assesses need for any system reconfigurations (minor or significant) based on service request trends and make recommendations.
• Reviews and assesses client service levels and customer satisfaction using CRM and survey data; reports findings to management and makes recommendations for improvement.
• Assists and oversees systems and technology updates, upgrades and maintenance for internal and external customer deployments.
• Supervise employees, including setting goals, monitoring progress and doing annual performance evaluations.
• Reviews departmental data logged in CRM to ensure accuracy and facilitates the monthly billing cycle; reviews customer invoices and works with accounting to resolve billing errors.
• Works with Product Development and Implementation teams to evaluate the impact of new product/service features and incorporates appropriate changes to service policies and procedures.
• Takes initiative in identifying and recommending strategies and tactics for service improvement.
• Keeps the Director of Service and executive management team informed of overall departmental performance, key issues and escalations.

Qualifications:

• Experience managing helpdesk or cell center operations and supervising technical support representatives
• Demonstrated experience in creating customer service best-practice policies, process and procedures
• Experience with customer support for a cloud service provider (software-as-a-service environment)
• Excellent communication (verbal and written) and interpersonal skills
• Previous healthcare or healthcare IT environment highly preferred
• Previous experience with Microsoft Dynamics CRM highly preferred

REQUIREMENTS

• Bachelor's Degree or Associate in Business Administration with a concentration in Information Technology (IT) or equivalent business experience
• 5+ years of experience in an IT helpdesk or call center environment
• Experience with helpdesk, Active Directory, Group Policy Objects, SQL, HyperV, Citrix XenApp 6.5 & 7.6, Routers, Switches, Firewalls, and Wireless technologies is desirable
• Thorough understanding of Internet Explorer, Microsoft Windows Operating Systems, Microsoft Dynamics CRM and Microsoft Office applications
• Demonstrated ability to communicate clearly and concisely with senior management and clients, verbally and in writing
• Ability to handle high-pressure, urgent situations calmly and with professionalism
• Ability to prioritize, multitask and delegate
• Demonstrated business analysis skills
• Demonstrated project management skills
• Familiarity with IT client service models and project management tools and practices
• Experience documenting business process flow and implementing changes as necessary
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