drjobs Team Lead Customer Care / Senior Support Specialist

Team Lead Customer Care / Senior Support Specialist

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1 Vacancy
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Job Location drjobs

Heidelberg - Germany

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

  • Team Leadership: Manage mentor and motivate a team of customer support specialists to ensure they meet performance objectives maintain highquality service standards and continuously improve customer satisfaction levels.
  • Customer Issue Resolution: Act as an escalation point for complex or critical support issues working closely with customers to troubleshoot and resolve technical problems related to our medical device software solutions.
  • Customer Communication: Maintain positive relationships with customers ensuring timely and clear communication during support interactions and followups.
  • Process Improvement: Collaborate with internal teams (product engineering etc.) to identify trends in customer feedback suggest improvements to software functionality and help develop new support processes or resources.
  • Collaboration with Other Departments: Work closely with product engineering and quality assurance teams to ensure a seamless flow of information regarding product updates issue resolution and customer concerns.
  • Documentation & Knowledge Base: Oversee the creation and maintenance of internal knowledge bases and documentation.
  • Compliance & Quality Assurance: Ensure that customer support activities adhere to regulatory and compliance standards.

Qualifications :

  • Bachelors degree in a relevant field (e.g. Healthcare Engineering Information Technology or related fields) or equivalent work experience.
  • Minimum of 35 years of experience in customer support or other areas with relevance
  • Strong ability to apply a systematic approach to problem analysis and resolution
  • Experience working within the medical device healthcare or software industry with a strong understanding of product life cycles and industry regulations (e.g. FDA HIPAA ISO).
  • Excellent communication interpersonal and problemsolving skills.
  • Ability to work under pressure and manage multiple priorities in a fastpaced environment.
  • Strong technical aptitude and ability to quickly learn new software systems.
  • Proven experience in managing a team including performance reviews goal setting and professional development.
  • Ability to develop and implement strategies for improving customer experience and support team efficiency.
  • very good English and German language skills

Preferred Qualifications:

  • 12 years or more in a leadership or supervisory role.
  • Familiarity with software as a medical device or related technologies familiarity with Windows Server SQL DICOM HL7 Docker
  • Education or certification in project management customer support management or related fields.
  • Knowledge of CRM tools ticketing systems and customer support platforms (e.g. JIRA SalesForce).
  • Experience in troubleshooting and providing technical support for software products.


Additional Information :

  • A mutuallysupportive international team
  • Meaningful work with a lasting impact on medical technology
  • 30 vacation days plus December 24th and December 31st
  • Regular team and company events
  • Comprehensive training and continuing education opportunities

Ready to apply We look forward to receiving your online application including your first available start date and desired salary. 

Contact person: Elisabeth Karro


Remote Work :

No


Employment Type :

Fulltime

Employment Type

Full-time

Company Industry

About Company

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