Operations Manager

Job Type:
Life Sciences
Job reference:
25 days ago

Job Title: Service Support Manager

Location: Cambourne

Department: Medical Technology

Reporting: Head of Service and Customer Care

About Us

We are at the forefront of medical technology innovation, providing cutting-edge solutions to our valued customers in the healthcare sector. We are dedicated to offering unparalleled support and service, and we are looking for a talented individual to lead our Service Support Teams to new heights.

As the Service Support Manager, you will play a pivotal role in enhancing customer support and service by developing and managing the teams that serve as the initial point of contact for our Meditec Customers.

Key Responsibilities:

Leadership: Provide training, leadership and guidance to the Service Support teams to ensure high performance.

Performance: Ensure the team meets its targets and goals, and drive change where needed to improve efficiency.

Collaboration: Promote effective and collaborative cross-departmental work.

Resource Management: Ensure the department is adequately staffed to deliver exceptional service to our customers.

Standards: Set and maintain behavioural standards for team members, aligning with company guidelines.

Support: Provide daily support, supervision, coaching, and mentoring to team members to foster a positive working environment.

Training: Understand and provide training and coverage for all functions within the Service Support Teams.

Meditec Apprentices: Manage and support the Meditec Apprentices.

Team Coordination: Oversee team coordination, complaints, escalation handling, and planned maintenance booking.

To be successful in this role, you should possess:

  • Experience in managing teams in a fast-paced environment.
  • Strong people management skills with the ability to motivate and drive high performance.
  • Proficiency in customer service, call handling, and logistics planning.
  • The ability to handle customer escalations and deliver effective solutions.
  • A proactive mindset, with a willingness to suggest process improvements.
  • Technical knowledge and the ability to convey technical explanations to customers.
  • CRM and SAP experience
  • Excellent communication skills and fluency in English

What We Offer:

  • Competitive compensation and benefits package
  • A collaborative, innovative and agile work environment
  • Opportunities for career growth and professional development
  • A chance to make a real impact in the healthcare industry

If you are a dynamic leader with a passion for customer service and possess the skills and experience we are looking for, apply today to join us in making a difference in the world of Medical Technology!

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