The Tier-3 Group Manager primary role is to guide, mentor, and drive to success the Tier-3 team members as they deliver a high-quality service to customers, Support, Services, and Sales.
The group is the front line Tier for the product and its primary objective is to ensure and enhance customer satisfaction by providing product solutions to all product line. The team is performing in a very dynamic environment that requires constant prioritization and the agility to shift focus to the right place.
Responsibilities
· Lead and manage a skilled globally distributed team of application engineers responsible for Tier-3 level of support to all Cardiology product lines
· Collaborate, influence, and communicate with internal stakeholders to drive customer satisfaction
· Providing resolution to customer concerns in stressed situations and manage customer escalations
· Be responsible for the group’s performance metrics and methodologies
· Be responsible for continues improvement of Tier-3 processes and procedures to drive positive customer outcomes
· Manages group development through coaching, mentoring, team building, and formal evaluations
· Manage the group’s individuals performance and compensation
· Collaborate with peers in product management, engineering, and other teams as required
· Collaborate with peers in Support, Services, and Sales worldwide
· Manage analysis to identify trends and repeated issues
· Conduct and manage interactions within the corporate
· Manage end-to-end 24×7 support for Israeli Customers
Required Qualifications:
· Engineering degree or computer science degree or relevant discipline
· At least 3 years of experience with leading teams
· At least 5 years of experience in global customer services
· Prior experience managing a globally located team
· Ability to work well in a stressed environment and under pressure
· Proven record of leadership
Advantage
· Knowledge of Medical Device development and regulation
· Working experience in a multinational corporation
· Knowledge in cybersecurity and computer networking
Experience and Skills
· Leadership – the ability to drive team members and peers to excellence and success
· Excellent customer relationship skills
· Excellent English, written and verbal skills
· Excellent decision making and problem-solving abilities
· Ability to handle and prioritize multiple tasks
· Strong organizational, administrative, and supervisory skills
· Excellent interpersonal skills, eager to work with peers, exceptional conflict solver.
· Needs to be able to work remotely with international locations in other time-zones.
Travel Requirements
· Up to 15%
