Technical Support Manager

Company: Fortive Corporation
Location: Franklin
Posted on: March 16, 2023

Job Description:

Censis Technologies based in Franklin, Tenn., is the industry leader in surgical instrument and asset management software. Censis offers multiple solutions, including CensiTrac, which is a highly advanced, web-based software system focused on maximizing OR throughput and regulatory compliance.Censis Technologies' software is deployed in hundreds of hospitals in the United States, Canada, and Australia.Fortive Corporation Overview:Fortive is a diversified industrial growth company comprised of global businesses that are recognized leaders in attractive markets. With more than $6 billion in annual revenues, Fortive's well-known brands hold leading positions in field instrumentation, healthcare, transportation, sensing, product realization, automation and specialty, and franchise distribution.Fortive is headquartered in Everett, Washington and employs a team of more than 24,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 40 countries around the world. Our team grows by tackling challenges that accelerate progress and further their careers. With a culture rooted in continuous improvement, the core of our company's operating model is the Fortive Business System. For more information please visit: www.fortive.com.Description:The Technical Support Manager will establish and report on key point indicators needed to facilitate operational excellence integrating incident management, problem management, request management, and knowledge management processes. This position is the point of contact for internal and external users and facilitates the advancing of issues to the appropriate teams where applicable. The Technical Support Manager collaborates closely with Operations and IT/Product Development to ensure that information is communicated optimally. The Technical Support Manager is responsible for Tier 1, and Tier 2 personnel. Specific Responsibilities Guide the integration of all technical support and constantly improve the quality and inter-working of technical support for clients. Maintain organizational Service Level Agreements. Provide a focus for SLA management and customer satisfaction across the customer base. Ensure systems and structure for SLAs and client satisfaction are in place and effectively used. Direct department activities, projects, and improvement activities to fulfill department and organizational goals. Set objectives for department's quality and productivity measures and train staff to align with departmental policies, practices and procedures to effectively and efficiently accomplish goals. Establish and consistently maintain an environment that leads to opportunities for team and individual growth, accomplishment, and reward. Perform duties of staff supervision, performance appraisals, departmental decisions, career guidance and other duties as assigned. Ensure and monitor that processes are in place to proactively protect consistent service quality through management of change control and acceptance into technical support. Facilitate the assignment of technical resources to client-facing projects. Work with Customers and Client Services/Professional Services to support strategic project plans where appropriate. Connect with clients and internal collaborators on project and incident status Ensure documentation of all incidents, project status and account records are updated Attending all Daily Management and project status updates Understand the client's needs and the internal resources available throughout the process by clearly and proactively directing communications and expectations between our staff and clients. Coordinate projects by communicating effectively with client & production team to follow all steps to ensure projects stay on track Direct and monitor personnel in Tier 1 and Tier 2 including reallocation of resources to support end user demand Maintain departmental case-tracking dashboards and monitor case management activity Responsible for maintaining the after-hours schedule, assigning personnel to the schedule, serving as the back-up for on-call staff, triaging and advancing issues to other teams, and coordinating inter-departmental efforts during widespread issues (post-release issues, outages, etc.). Document and implement change control and operating issue resolution Review operations performance reports created for leadership as required. Lead and support other projects as assigned by management Represent the Support Desk in key organizational priority meetingsQualifications:Skills The Technical Support Manager must be a passionate, energetic, self-motivated leader with a "hands-on" approach and "can-do" demeanor. He/ she will be an excellent communicator with telephone etiquette and possess strong interpersonal and listening skills. The ideal candidate will be highly analytical, data-driven, decisive, organized, focused, collaborative, strategic, practical, creative, and innovative. Strong problem-solving skills and the ability to multi-task are a must. Strong teambuilding and leadership skills; able to lead, coach, inspire, motivate, and develop others; able to effectively delegate and follow-up. Able to strategically train others; validated ability to mentor. Excellent written/verbal communication skills. Excellent interpersonal and customer service skills. Able to build and maintain effective, positive internal/external working relationships with a diverse group of individuals throughout the organization.Qualifications: An executive presence with polished and well developed oral and written communication skills Ability to diagnose complex issues, comprehend the full breadth of services, blend them into practical solutions that meet our clients' needs, and articulate them across multiple teams Strong sense of priorities, ownership and accountability to drive tasks through completion while supporting white-glove service High level of organization and planning skills, ability to work plans and the diligence to follow and monitor the plans through execution and completion. Comfortable working in a fast paced, non-linear environment Able to maintain a positive demeanor and be flexible with contending demands Willingness and ability to take on new challenges and acquire new skills Ability to collaborate with a team and work well with others Proficient in MS Office Suite Prior experience with OR and/SPD will be a plus Prior call-center or customer service experience helpful Business Analysis experience a plus Available outside of regular business hours as needed Experience with software and application support Censis-specific product knowledge preferred

Keywords: Fortive Corporation, Franklin , Technical Support Manager, Executive , Franklin, Tennessee