Manager, Technical Support

About the role

The Manager of Technical Support leads a team of 13 responsible for resolving customer issues across CenTrak’s RTLS platform. You'll guide the team's response to inbound inquiries, escalations, and support needs, keeping the queue healthy so that no customer is left waiting or wondering. You'll invest in the people doing the work, helping each of them build their skills and their career, and you'll partner with leadership and peers across CenTrak to build the tools and processes that let the team do its best work. Success here looks like customers who feel genuinely taken care of, and a team that is stronger for having been led by you.

Responsibilities

• Manage daily activities in the ticket system, working and diagnosing customer issues and support escalations, ensuring that every ticket carries a clear owner, an accurate severity and a defined next step.
• Own the health of the support queue against published SLAs, monitoring response and resolution times and case aging so that no customer issue stalls without visibility.
• Serve as the escalation point for high-severity and clinically impacting issues, coordinating the appropriate internal responders and maintaining a steady communication cadence with the customer through to resolution.
• Lead root cause analysis of systemic field problems with effective communication to key internal and external stakeholders and serve as the voice of the customer to Product, Engineering and Quality, helping ensure correct prioritization of issues.
• Manage team coverage and scheduling, including on-call rotations, holiday and PTO planning, ensuring that support availability remains consistent and is not dependent on any single individual.
• Lead, coach and develop the team, holding regular one-on-ones, setting clear expectations and maintaining an individual development plan for each team member.
• Assess and grow technical capability across the team, identifying skill gaps across CenTrak’s solution and closing them through training, assignment and mentorship.
• Partner with Support Team Leadership to identify improvement gaps and sources of repetitive, manual, non-value add work and contribute requirements for new tools and process.
• Encourage the piloting and adoption of solutions that help make the team more effective and efficient.
• Adhere to and enforce all CenTrak policies and procedures, and comply with all requirements System Manual, Operating and Technical Procedures and Workplace Instructions.

Qualifications

• Bachelor’s Degree in Electrical or Computer Engineering, Software Engineering, Computer Science or Information Technology required.
• 2–4 years of experience in a Technical Support role interfacing with customers required.
• Experience with RTLS and Healthcare IT Integrations is a plus.
• Experience supporting Embedded products and PC software is a plus.
• Must demonstrate strong troubleshooting and debugging skills.
• Good communication skills both verbal and written.
• Ability to work independently at a fast pace and produce quality work.
• Ability to perform work accurately and thoroughly with high attention to detail.
• Ability to be organized and follow a systematic method of performing a task.
• Ability to maintain a high degree of order, punctuality and responsibility towards customers, suppliers, employer, and co-workers.
• Proficient with Microsoft Office applications.
• Customer / Client service orientation.
• Driven to meet or exceed consumer expectations.