Supervisor, Software Technical Support

Remote Technical Support Manager

This position is responsible to supervise employees, activities, and systems related to the technical support of Henry Schein One products and services. Ensure timely and effective customer service expectations are met and/or exceeded at all times. Work toward and assist in the achievement of individual, team and department goals.

What you will do:

• Supervise day-to-day activities of the team including statistical reporting, team mentoring, ongoing trainings, weekly meetings and knowledgebase documentation to promote high levels of customer satisfaction
• Ensure TSMs understand expectations; have materials and equipment to meet those expectations; are placed in a role where they have strengths to meet those expectations; and are recognized for exceeding those expectations
• Supervise individual and team performance via goal setting, individual one-on-one sessions, ongoing communication and opportunities to ensure high levels of customer service and job performance are achieved
• Work closely with customers, other teams, departments and levels of management as needed for problem resolution and/or process improvements to ensure effective and timely service for internal and external customers
• Participate in special projects and perform other duties as required

Travel/Physical DemandsQualifications:

Travel typically less than 10%. Office environment. No special physical demands required.

Qualifications:

• Typically 5 to 7 years of related support experience; 1 to 3 years of management experience.
• Typically a Bachelor's Degree or global equivalent in related discipline.
• Henry Schein One product knowledge is a plus.
• Experience with CRM software, call center management software, and call monitoring software is a plus.
• Effective time and resource management skills with ability to assign, train and monitor work.
• Basic computer knowledge as well as proficiency with Microsoft Office applications.
• Ability to resolve complex problems and questions on function and usage of HSPS products and services.
• Ability to professionally handle and resolve stressful situations will be required.
• Basic business analytical and statistical analysis skills.
• Ability to drive results while appropriately managing personnel.
• Good management skills and ability to motivate teams.
• Good verbal and written communication skills and ability to resolve disputes effectively.
• Good presentation and public speaking skills.
• Good decision making, analysis and problem solving skills with ability to multi-task.
• Ability to learn applicable computer systems and other business required competencies.
• Understand financial information that impacts department.
• Ability to plan and coordinate successful projects.
• Communicate effectively with team(s).

The posted range for this position is $85,000-$93,000 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.

What you get as a Henry Schein One Employee:

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental...

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.