Werfenlife SA.
Location
Warrington, Cheshire | United Kingdom
Job description
• Implements efficient and effective service methods across Digital Support Channels to ensure consistent and high-quality support for end users.
• Sets objectives, priorities, and projects for the Technical Support Center, aligned with organizational goals.
• Support and empower the technical support team to successfully implement the action plans and achieve the targets, providing guidance, resources, and removing obstacles as needed.
• Manages shifts and on-duty roster maintaining 24/7 service, assisting in case of need, and demonstrating a commitment to exceptional customer service.
• Develop and maintain standard operating procedures (SOPs) documenting and standardizing the customer support processes.
Team Leadership and Performance Management:
• Provide strong leadership and guidance to the technical support team, fostering a culture of excellence, teamwork, and continuous improvement.
• Set performance goals, monitor progress, and conduct regular assessments to evaluate team performance.
• Provide constructive feedback, mentorship, and support to enhance individual and team capabilities.
Knowledge Management:
• Prepares and oversees execution of the yearly training plan of the team.
• Manage the team knowledge in a systemic way, enabling the sharing of expertise, best practices, and knowledge.
• Contribute to the creation and maintenance of troubleshooting resources for end users, to empower customers and enhance self-service capabilities.
Collaboration with stakeholders:
• Work closely with Field Service Engineers (FSEs), Application Engineers, Software Engineers, and other cross-functional teams to achieve seamless communication, efficient issue resolution, and overall effective Werfen Service Model implementation.
• Develop and nurture positive relationships and effective collaboration with internal stakeholders within local organizations (Sales, Applications, Marketing) and within Technological centers (quality, service).
Data Driven:
• Continuously monitor key performance indicators (KPIs) to track progress and proactively address any performance gaps.
• Utilize data analysis tools and techniques to identify trends, patterns, and opportunities for business optimization.
• Translate insights into actionable strategies, such as product optimization, promotional initiatives, and process improvements.
Complaint and regulatory:
• Ensures that customer requests are evaluated to determine if they constitute a product complaint and escalate relevant issues to the appropriate manufacturing teams for thorough investigation and resolution.
• Ensure timely communication and follow-up with internal and external customers to keep them informed of the progress and resolution of their complaints.
• Ensure the technical support team operates in full compliance with relevant regulations, such as data privacy and confidentiality rules, maintaining the highest standards of ethical and legal conduct.
Education: Bachelor’s degree in Medical Technology, or a related Health Care Discipline
Experience: Minimum 3 years working experience in helpline management
Skills & Capabilities: Telephone and communication skills, product and application knowledge, analysis skills, problem solving capability
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Overview Werfen Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized...
Overview Werfen Werfen, founded in 1966, is a worldwide developer, manufacturer and distributor of specialized...
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