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Technical Customer Services Team Leader
3 months ago
The Opportunity
An exciting opportunity has arisen with one of our clients, for an exciting opportunity for a Technical Customer Services Team Leader.
The Role
As the Technical Customer Services Team Leader, you will have a multifaceted role in leading, guiding, and coaching the Application Specialist Team
Your responsibilities include:
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Managing Team Operations: You will oversee the day-to-day activities of the Application Specialist Team, ensuring efficient workflows and timely service delivery, and compiling and collating executive reporting.
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Leadership and Coaching: Provide leadership, mentorship, and coaching to the team, fostering a culture of excellence in customer service and technical proficiency.
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Clinical insights & Risk mitigation: Leverage your experience to identify & mitigate clinical risk issues in the software and utilise pathology background to propose remediation options.
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Customer Experience Enhancement: Develop strategies and processes to continuously improve the customer service experience in alignment with our strategic objectives.
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Technical Standards: Maintain technical standards and documentation, ensuring accuracy and quality to support the team's effectiveness.
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Collaboration for Growth: Collaborate with Customer Success Leads to identify opportunities for additional sales and product enhancements with existing customers.
About You
To be a successful applicant you will have demonstrated experience working in a medical/healthcare software company, blending your technical and customer facing expertise.
You will have demonstrated experience in:
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Technical Leadership: Providing leadership and expertise to enhance the team's skills in investigating, diagnosing, and resolving technical issues.
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Pathology: Experience working in Pathology/medical labs/laboratories OR Healthcare _(mandatory)_
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Post Issue Review (PIR): Facilitating and conducting PIR meetings with internal stakeholders and prepare PIR reports for priority issues.
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Collaborative Problem-Solving: Collaborate with Development Team Managers to ensure issue resolutions align with laboratory workflows and customer expectations.
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Exceptional Communication & Leadership skills: Demonstrate outstanding communication skills, and customer service leadership skills.
Benefits
This full-time opportunity within a market-leading organisation.
Some of their benefits include:
- Hybrid working environment, with most people in 2 days a week
- Discounted health insurance
- Career pathways and succession planning
- Paid volunteer leave
- Paid parental leave, pregnancy loss leave & pawrental leave
- 2 days study leave & annual allowance for study costs (formal study)
