Lead, Application Support Tier 2

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice.

In partnership with the Senior manager, Support & Implementation & Service, The Lead, Application Support oversees the daily operation of the Application Support Analyst team and partner cross-functionally with other departments to resolve customer related issues.

The lead is responsible for ensuring appropriate coverage of staff, contributing to the resolution of complex technical issues, and guaranteeing the delivery of high-quality services that meet or exceed service levels. This includes ensuring timely projects delivery for internal and external customers in the respective area.  

The Lead sets and upholds high standards for the team responsible for investigating and resolving customer support issues. They ensure responses align with established policies and procedures, support staff development, and assist in the successful execution of assigned tasks. This position also includes participation in an on-call rotation for after-hours support.

Essential Duties

·            Identifies resources needed and assigns individual responsibilities. Accountable for full cycle employee management including hiring, goal setting and performance appraisals

·            Manages daily activities of the team including a review of the general queue to see ticket load on the team – managing expectations of the agents/analysts and ensuring responses provided to open tickets within published timeframe

·            Directs and schedules support staff to ensure efficient customer support, follow up and problem resolution for all customers and exceeds expectations

·            Assists the Manager in resource planning and development, as well as provides additional support to other agents/analysts on the team

·            Builds a knowledge base of each client's business, organization and objectives and continually seeks opportunities to increase customer satisfaction and deepen client relationships.

·            Communicates effectively with clients to identify needs and evaluate alternative business solutions.

·            Facilitates team and client meetings effectively.

·            Reviews quality of deliverables prepared by team for clients, including determining short to mid-term goals and approaches for respective customer needs aligned to business strategy.

·            Identifies resources needed and assigns individual responsibilities.

·            Develops impactful KPIs to enhance team performance and improve client satisfaction, supporting overall commercial strategy and business success..

·            Resolves and/or escalates issues in a timely fashion

Education/Experience:

·            Bachelor's Degree - Medical Technology, Computer Science, or equivalent

·            Minimum of 5 years of experience working in customer support

·            Must have a dedicated office space and stable internet service to be able to support customers remotely with no interruptions during scheduled work shifts.

·            Ability to cover on-call shifts with a rotation on a weekly basis.

·            Ability to work alternating shifts to cover 24/7 support needs remotely.

·            Experience with Haemonetics Software and Hardware products is highly desired.

·            Skills

·            Strong written and verbal communication skills required as well as strong listening.

·            Possesses strong technical aptitude

·            Ability to work independently to research and troubleshoot customer issues

·            Ability to remain calm and professional to de-escalate emotional customers and assist with resolutions for issues.

·            Excellent collaboration and team building skills

·            Ability to lead/manage others

·            Travel Expectations: 10-25% Travel as needed for training purposes

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