Customer Technology Support Manager

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. McKesson Medical-Surgical provides medical-surgical supplies and equipment to physicians’ offices, home care agencies, long-term care facilities and surgery centers. Our catalog includes more than 150,000 national brand products from bandages to exam tables, plus McKesson’s own line of high-quality medical-surgical products. We’re proud to be the only national distributor serving the entire continuum of healthcare.

Every single McKesson employee contributes to our mission—by joining McKesson Medical-Surgical you act as a catalyst in a chain of events that helps millions of people all over the globe. Your expertise, drive and passion can help us improve everything we touch, from providers to payors to pharmacies. You’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

Join our team of leaders to begin a rewarding career.

Current Need

We are seeking a Customer Technology Support Manager to join our team in Jacksonville, FL or Golden Valley, MN.

Position Description

Responsible for overseeing the staff that supports internal and external customers encountering problems using the company’s software products or solutions. Oversees representatives that are answering customer software applications inquiries, primarily over the telephone and email. May establish and maintain systems that provide answers to questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released.

Key Responsibilities:
Establish, maintain and deploy a full training program to ensure Support staff is knowledgeable and prepared to assist customers. Build/obtain training and reference materials for use by support staff.

Coach and mentor Support staff including day-to-day support and troubleshooting and team member knowledge progression. Establish measurement capabilities and monitor learning proficiency of individual team members to ensure ongoing learning stays on plan based on defined training program.

Define and support career progression opportunities. Work with other leaders/departments to outline potential growth opportunities and required skills. Develop appropriate skills among Support team members by providing appropriate work experiences.

Define team processes and ensure procedures are documented and team members are trained prior to being required to utilize them. Ensure procedures are reviewed and updated regularly and reference materials are available to team members as needed.

Exercise judgment within broadly defined practices and policies in selecting methods/techniques, and evaluation criterion for obtaining results. Collaborate across teams and implement improvements in processes to ensure we’re working efficiently and providing world-class service.

Manage employee schedules and ensure adequate phone coverage during scheduled hours of operation.

Establish procedures for overtime approval / management and expense management to ensure all controllable costs are maintained within budget.

Oversee 100% of the requests, incidents and problems. Manage and coordinate urgent and complex support issues. Act as escalation point for all requests and incidents. Ensure escalation paths are documented and clear to Support staff.

Define, develop and mature phone/ticket handling processes to ensure appropriate and timely escalations and information sharing within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. Ensure procedures for handling system outages and bugs are documented and support staff is trained.

Maintain key performance indicators / metrics – Define goals for phone service levels and ticket handling and provide management with regular metrics related to goals.

Relationship building – Interact with internal and external customers. Customer relationships require nurturing and ongoing maintenance and this person needs to be good at building these quickly and effectively.

Collaborate with other peers and teams during development, implementation and post-implementation processes.

Qualifications

Minimum Requirements

3+ years product applications support experience and demonstrated leadership skills

Critical Skills

3+ years Help Desk experience

2+ years in a leadership Role (team lead, supervisor, manager)

2+ years experience with ticket management software (Remedy, Clientele, CSI, JIRA etc.)

Additional Knowledge & Skills

Strong Understanding of the MMS Ecommerce platform

Strong leadership qualities Including Team Management skills

Solid technical background with an ability to give instructions to a non-technical audience

Superior analytical and problem-solving skills

Ability to develop and motivate others

Strong conflict management skills

Effective interpersonal and communication skills

Creativity, self-confidence, and flexibility

Collaborative, customer-focused and able to create visible value

Excellent written and verbal communication skills required

Familiarity with IT Service Management tools and framework (COBIT, ITIL, CMMI, etc.) preferred

Education

BS degree or equivalent experience.

Physical Requirements

General Office Demands

Benefits & Company Statement

McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement

No agencies please.

Primary Location

: United States-Florida-Jacksonville

Other Locations

: United States-Minnesota-Golden Valley

Job

: Technology

Organization

: McKesson Medical Surgical

Schedule

: Regular

Shift

: Standard

Job Type

: Full-time

Day Job

Job Posting

: May 31, 2017