Tier 3 Production Support Specialist providing technical support in healthcare technology. Enhancing customer experience by addressing software - related inquiries and issues across the production environment.
About the role
- Customer Support Supervisor leading designated Customer Service personnel for Xylem. Partnering with sales and operations to ensure customer satisfaction and service excellence.
Responsibilities
- Provide leadership, training and direct supervision for designated Customer Service personnel
- Regularly partner with sales and operational management
- Establish and monitor key customer satisfaction and performance metrics
- Evaluate, develop and implement necessary departmental processes
- Engage in program development related to improving the customer experience
- Participate in hiring, regular performance assessments, coaching for talent development
- Facilitate or perform backup coverage within specific team
Requirements
- Bachelor’s degree and 5+ years of supervisory experience
- Legendary customer service skills; an unwavering passion for taking care of the customer
- Excellent communication skills (written and verbal)
- Ability to recruit, train and motivate personnel to meet business objectives
- Ability to manage people virtually across multiple locations
- Ability to coach; provide and receive feedback; comfortable with two-way dialogue
- Strong collaborative and respectful people leadership and business acumen
- Excellent analytical, influential and reasoning behaviors
- Proficient in Microsoft Office
- Experience with Salesforce.com, Select Configure Price Quote, and ERP tools (preferred)
- Continuous improvement, lean practices, value stream mapping and waste elimination experience (preferred)
Benefits
- Employee Resource Groups (ERG)
- Paid Volunteer Program
- Inclusion and belonging initiatives
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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