Customer Support

• Actively manage a team of 5+ Customer Support Engineers, both local and remote
• Provide management support to the short- and long-term global customer support strategy, programs and processes to help maximize customer satisfaction
• Accomplish customer service staffing objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicate job expectations; plan, monitor, appraise, and review job contributions; plan and review compensation actions; enforce policies and procedures
• Manage employees’ performance and promote their individual professional development through timely performance reviews, regular interaction and coaching
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepare and complete action plans; implementing, productivity, quality, and customer-service standards; resolving problems; complete audits; identify customer service trends; determine system improvements; implement change
• Foster a culture of collaboration, learning and innovation
• Determine customer service requirements by maintaining contact with customers; conduct surveys; form focus groups; benchmark best practices; analyze information and applications
• Improve customer service quality results by studying, evaluating, and re-designing processes; establish and communicate service metrics; monitor and analyze results; implement changes
• Maximize customer operational performance by providing technical advice; resolve problems
• Improve job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organization
• Be a highly visible customer advocate across the organization
• Ensure that quality and/or patient safety issues are handled according to Data Innovations’ policies and procedures
• Ensure continual compliance with Company and Quality System
• Occasionally conduct trainings and presentations on new policies, procedures and work instructions
• Establish and maintain best practices to ensure data integrity and accuracy for internal systems (i.e. CRM).

Customer Support Manager

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