Our client, a leading medical device company, are seeking a highly talented, experienced Technical Support Manager for their extremely fast-growing organisation to ensure that user's needs are met through improved processes and service.
The successful candidate will be required to manage their Technical Support teams to provide a high level of service for all customers.
To be successful as Technical Support Manager you will also be expected to take a strong, pro-active role in developing the over-all strategy for your department and implementing new solutions and processes.
This is a senior management role and you will work in association with all of the senior management team in planning, formulating strategy, implementation and influencing all primary commercial decisions across the company. You should have the ability to foster strong and robust relationships, manage virtual teams and develop a shared vision.
Some of your responsibilities in this role will be to formulate a technical support development plan to differentiate our client from other service providers in the sector while implementing and overseeing their service software and hardware solutions to include the integration of a new SAP Service Module into their Management Information System (MIS).
You will also be expected to research and set customer expectations and needs for their range of after-care services and have experience in capacity planning, resource and cost management, including forecasting.
To be successful as Technical Support Manager you will have at least 3-5 year's experience at management level in a technical support environment with an excellent knowledge of the customer contact and support arenas.
You will also have a high level of interpersonal and communication (oral & written) skills necessary to develop excellent business relationships and essentially a high level of familiarity with the relevant technology and metrics related to a contact environment, knowledge of help desk processes and a high level of technical knowledge in medical devices is preferred.
You must have a good understanding of Internet technologies, TCP/IP, Networks, Dicom, routers, DNS, DHCP, be an excellent hands-on people leader with strong budget management, project management skills. A working knowledge of Sap would be advantageous.
If you feel you have the relevant experience and skills for this role then please submit your CV or for more information call Sandra on (phone number removed) for a confidential chat.
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