Technical Customer Services Team Leader

6 days ago

Melbourne City Centre, Australia Davidson Group Services Full time

**The Opportunity**

An exciting opportunity has arisen with one of our clients, for an exciting opportunity for a Technical Customer Services Team Leader. In this role, you will play a pivotal role in coaching and supporting the Application Specialist Team.

**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:

- **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.
- **Leadership and Coaching**: Provide leadership, mentorship, and coaching to the team, fostering a culture of excellence in customer service and technical proficiency.
- **Clinical insights & Risk mitigation**: Leverage your experience to identify & mitigate clinical risk issues in the software and utilise pathology background to propose remediation options.
- **Customer Experience Enhancement**: Develop strategies and processes to continuously improve the customer service experience in alignment with our strategic objectives.
- **Technical Standards**: Maintain technical standards and documentation, ensuring accuracy and quality to support the team's effectiveness.
- **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:

- **Technical Leadership**: Providing leadership and expertise to enhance the team's skills in investigating, diagnosing, and resolving technical issues.
- **Pathology**: Experience working in Pathology/medical labs/laboratories OR Healthcare _(mandatory)_
- **Post Issue Review (PIR)**: Facilitating and conducting PIR meetings with internal stakeholders and prepare PIR reports for priority issues.
- **Collaborative Problem-Solving**: Collaborate with Development Team Managers to ensure issue resolutions align with laboratory workflows and customer expectations.
- **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)

**How to Apply

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