Software Support Team Leader

Software Support Team Leader

West Sussex

Brief

Software Support Team Leader needed for a highly reputable Medical Technology organisation based in West Sussex who are looking to employ an experienced and well-rounded Software Support Team Leader that takes pride in their work with previous experience of working within a "Team Leader" capacity, experience of working in software support environment (medical treatment solutions ideal but not essential), and ideally experience in either MOSAIQ or MONACO.

Benefits

• Salary: £40,000 - £45,000 per annum
• 25 day's Holiday
• Annual Bonus
• Life Assurance
• Career Progression Plan

What the role entails:

Some of the main duties of the Software Support Team Leader will include:

• Primary resource for answering phone calls from customers, business units and distributors seeking product support
• Arrange appropriate support coverage and organize that all customer contact systems, e.g., phone, portal, email, are staffed to meet our customer commitments
• Mentor support specialists
• Escalate any gaps or potential gaps in the support allocation to the ECSC management
• Monitor open cases and ensure that they are managed correctly within set goals and timelines
• Ensure that cases are escalated and managed as necessary keeping response and resolution times to an absolute minimum
• Continuously monitor the performance of the team and recommend changes to skill sets, resource allocations as well as process change improvements to improve customer satisfaction
• Support the Tier 1 Support Manager with an effective recruitment and on boarding process for all new staff joining the team
• Manage the availability of support specialist for appropriate training to maintain and develop their skills
• Continuously monitor our customer satisfaction either through formal company surveys or via direct feedback to support the creation of plans to drive actions to address reported concerns as well as improve overall satisfaction
• Collaborate and promote the culture of collaboration across the organization to ensure the success of the region and the company as a whole
• Identify opportunities to reduce costs or increase revenues at the same time as maintaining or improving customer satisfaction
• Ensure that all staff are aware of and follow the relevant business management systems and procedures as well as supporting the rollout of new quality procedures to sure they are fully understood by all relevant team members
• Ensure that any service business systems in use are being fully utilized and used as intended
• Ensure that all support performed by company staff and representatives is performed in accordance with the local laws and regulations
• Keep service managers informed of any ongoing issues or concerns regarding activities in their market
• Deliver accurately in a timely manner any requests for management information related to any areas of the support activities, e.g. monthly reports, KPI updates, etc.
• Demonstrate effective leadership behaviours and ensure that all direct reports have clear guidance on expectations on their behaviours in their roles
• Ensure that employee productivity and morale are at high levels
• Ensure that regular performance reviews take place throughout the year with all direct reports

What experience you need to be the successful Software Support Team Leader:

• Team player and excellent communicator
• Minimum of 3 years' team leadership experience or Minimum of 4 years' experience working with the company or equivalent products
• Self-motivated and flexible
• Clear understanding on customer needs and how the company could satisfy those needs
• Strong skills in the use and development of service systems and processes
• Ability to speak European languages in addition to English is desirable but not essential
• Formal technical qualification
• Proven experience in the service/support environment
• Ability and desire to promote the company's professional image
• Ability to travel at short notice

This really is a fantastic opportunity for a Software Support Team Leader to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

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