Technical Support Manager – Lead Innovation and Customer Excellence at BBCS
Are you passionate about leading teams, solving complex technical challenges, and improving the customer experience? Do you thrive in a dynamic environment where quality, innovation, and collaboration intersect? At Blood Bank Computer Systems (BBCS), we’re seeking a driven and innovative Technical Support Manager to lead our team in delivering world-class service to clients in the healthcare industry.
Why Join BBCS?
As a leader in blood and biologics software solutions, BBCS is at the forefront of technology-driven healthcare innovation. Our mission is simple: to enhance the quality of care by delivering cutting-edge solutions to our clients. When you join our team, you’re not just managing technical support—you’re making a difference in the healthcare industry.
What You’ll Do:
As the Technical Support Manager, you’ll oversee the day-to-day operations of our technical support team, ensuring that our clients receive high-quality, timely, and effective solutions. Reporting to the Client Success Manager, you will:
- Lead and Mentor: Manage and guide a talented team of Technical Support Specialists, providing training, professional development, and performance feedback.
- Client Support: Oversee technical support services to ensure clients’ questions and issues with BBCS software are resolved quickly and accurately.
- Escalation Point: Serve as the final escalation point for complex or high-priority technical issues, working closely with product development and quality assurance teams to resolve them.
- Process Improvement: Implement and monitor process improvements that drive customer satisfaction, efficiency, and service quality.
- Collaboration: Work cross-functionally with product development, IT, and quality assurance teams to ensure continuous product improvement based on client feedback.
- Compliance and Documentation: Maintain up-to-date, clear, and accurate documentation of client issues, support processes, and product knowledge.
Who You Are:
We are looking for a results-driven leader who can deliver exceptional support and build a culture of excellence. The ideal candidate will have:
- A customer-first mindset with a strong orientation toward service excellence.
- Experience managing technical teams, ideally in software support, IT, or a related field.
- Strong problem-solving and analytical skills, with the ability to navigate complex technical issues.
- Outstanding communication skills to effectively engage with clients and collaborate across departments.
- A proactive approach to driving process improvements and service enhancements.
- Basic IT knowledge and a quick learner of new technologies.
Qualifications:
- A BA/BS degree or equivalent experience in healthcare, IT, or software development.
- Experience in the healthcare industry, medical devices, or regulatory environments is a plus.
What We Offer:
At BBCS, you’ll be part of a passionate and driven team dedicated to improving healthcare through technology. We offer competitive compensation and benefits, including health benefits, 401k matching, paid time off, profit-sharing, and opportunities for professional growth.
Ready to Make an Impact?
If you’re a driven leader with a passion for delivering results and fostering innovation, we want to hear from you! Apply today and be part of a team that’s transforming the future of healthcare technology.
