Supervisor, Technical Assistance Center Omnicell
Waukegan, IL

Job Description

Supervisor, Technical Assistance Center (TAC)

Omnicell is seeking to fill a Supervisor, Technical Assistance Center (TAC) in our Waukegan, IL. The Supervisor, Technical Assistance Center leads all aspects of one of our technical assistance teams on a day to day basis. This person will handle all administrative functions related to customer inquiries, escalations, process flows and execution, team and individual performance measurement and personnel management and development. The customer support function is staffed 24 /7 and is critical in delivering rapid resolution for our customer issues to improve customer satisfaction, lower cost of total ownership, and deliver a competitive advantage in winning new/sustaining current business.

Responsibilities:

* Assists the manager with hiring new employees and organizational needs
* Orchestrates training needs, employee development and retention of her/his support team
* Identifies, monitors and drives improvement in key performance indicators
* Assists in the development of appropriate technical documentation, policies, procedures, and team schedules
* Creates close collaboration and interaction with customer and internal organizations
* Creates an engaging and innovative work environment that fosters collaboration among team members, career growth and excellence in achieving operational results

Required Knowledge and Skills:

* Strong problem solving and work flow management skills
* Ability to manage multiple priorities and projects
* Ability to resolve escalating customer issues in a collaborative, partnering and professional manner
* Excellently demonstrated verbal and written communication skills
* High degree of proficiency using personal computers and desktop software (Windows environment)
* Strong interpersonal skills, with demonstrated ability to facilitate cross-functional team projects

Basic Qualifications:

* High School Diploma or GED
* Four plus (4+) years' experience in a technical support position working with end consumers
* Experience in coaching and developing employees

Preferred Qualifications:

* Associate's degree in engineering, IT, computer science, computer hardware/software
* Proficiency with Windows OS and database management
* Experience in supporting a lead role within a Technical Assistance Center
* Healthcare automated Supply/Rx industry experience
* Experience working in multi-site locations

Working Conditions:

* Extended or irregular work hours
* Occasional travel required
* Frequent and constant deadlines
* Working with or for teams in a different location