Technical Support Manager in Bothell, WA at Volt

Date Posted: 5/5/2021

Job Snapshot

Job Description

VOLT is seeking candidates for a Technical Support Manager role for our client in Bothell, WA. This is a full time role where you will be responsible for overseeing the Technical Support group.

Experience in a medical service environment and Oracle ERP service module is highly preferred

Essential Job Functions:

  • Manage a team of support experts to provide proactive and reactive support to customers and partners. Meet or exceed operational and customer support experience metrics targets.
  • Incorporate and adopt the use of data and automation as part of the support delivery processes and customer experience.
  • Leverage internal and external knowledge to resolve customers issues.
  • Partner with tools, supportability, readiness and knowledge management disciplines to optimize and automatization of support processes to provide the best customer and partner support experience.
  • Partner with engineering and product management to manage critical situations and incidents proactively and reactive.
  • Partner with supportability to provide product feedback and carry the voice of customers and partners.
  • Act as On-Call Support leader or escalation contact in a rotation during evening and weekend hours
  • Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment
  • Responsible and accountable for carrying out the requirements of the company's quality system.
  • Effectively represent the Technical Support department on cross-organizational teams to deliver on product improvement objectives.  Provide feedback to product development and engineering on product serviceability issues. Effectively represent the Technical Support department on cross-organizational teams to deliver on product improvement objectives. 
  • Provide feedback to product development and engineering on product serviceability issues.

Knowledge and Experience:

  • BS degree in technical field or equivalent work experience
  • 5-7 years' experience in technical support/help desk role or related experience
  • Experience in a medical equipment service environment preferred
  • Experience in delivering technical training.
  • Experience in Oracle ERP service module preferred.
  • Current knowledge of medical/electronic technology preferred

VOLT is an Equal Opportunity Employer