Sr. Manager, Technical Assistance Center

As the Senior Technical Assistance Center (TAC) Manager at Omnicell, you will embody Elevate principles by leading a team dedicated to delivering exceptional technical support services.

Your role is pivotal in ensuring seamless operations and elevating customer satisfaction levels. Through your leadership, you will inspire innovation, collaboration, and development within the team to positively impact patient care outcomes.

We are seeking a passionate advocate for transformation and customer success, someone who embodies Elevate principles by inspiring collaboration, fostering development, and executing strategies that have a tangible impact.

Your commitment to excellence ensures that our teams are aligned with company priorities and execute day-to-day operations effectively.

You excel in fast-paced environments where support services play a critical role in delivering superior patient care outcomes.

Essential Functions :

Collaborate : Lead the TAC team in collaborative efforts to deliver exceptional customer service aligned with company objectives.

Foster an environment of teamwork and cooperation to achieve shared goals.

Inspire : Develop and recommend long-term support and customer success strategies that inspire the team to strive for excellence.

Motivate staff to exceed expectations and continually improve service quality.

Develop : Set annual performance objectives for staff and provide strong leadership and coaching to support their development.

Create opportunities for learning and growth within the team.

• Execute : Ensure 24 / 7 coverage of Technical Assistance Center operations with appropriately trained staff. Implement best practices, policies, and procedures to drive continuous improvement and efficient operations.
• Impact : Drive customer loyalty through initiatives like Net Promoter Score (NPS) and other feedback mechanisms. Navigate and resolve difficult situations to achieve positive outcomes, making a tangible impact on customer satisfaction.

Basic Qualifications :

• 10+ years of customer support experience.
• 8+ year in a leadership / Management role
• Associate’s degree plus two years’ experience in a contact center / tech support or leadership role. In lieu of degree, at least five years’ direct applicable experience in a contact / call center / tech support leadership role.

Preferred Qualifications :

• Bachelor’s Degree in Computer Science, Business, or related field.
• Healthcare industry experience.
• Certifications such as Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional.
• Extensive experience in leading cross-functional teams / projects.
• Proficiency in FDA regulations.

Key Requirements :

• Proven ability to achieve goals in dynamic team environments.
• Strong leadership and organizational skills.
• Excellent problem-solving abilities and ability to manage multiple priorities.
• Self-starter with the ability to work independently.
• Exceptional communication and collaboration skills.

Work Environment : 25 50% Travel.

25 50% Travel.

In summary, we're seeking a dynamic leader who embodies Elevate principles and is dedicated to ensuring top-tier technical support services in the healthcare industry.

If you're passionate about making a difference in patient care through innovative support solutions, we encourage you to apply.