Manager, Technical Support

Halma p.l.c; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

CenTrak is seeking a Manager of Technical Support to lead a 13-person team overseeing the RTLS platform. You will direct responses to inbound inquiries, escalations, and support needs, maintaining queue health and staffing coverage while building team skills and processes.

You will partner with Product, Engineering and Quality to prioritize issues, foster a culture of customer care, and ensure on-time resolutions with strong internal collaboration.

Qualifications

• Bachelor’s degree in Electrical or Computer Engineering, Software Engineering, Computer Science or Information Technology required.
• 2-4 years of experience in a Technical Support role interfacing with customers required.
• Experience with RTLS and Healthcare IT Integrations is a plus.
• Experience supporting Embedded products and PC software is a plus.
• Must demonstrate strong troubleshooting and debugging skills.
• Good communication skills both verbal and written.
• Ability to work independently at a fast pace and produce quality work.
• Ability to perform work accurately and thoroughly with high attention to detail.
• Ability to be organized and follow a systematic method of performing a task.
• Ability to maintain a high degree of order, punctuality and responsibility towards customers, suppliers, employer , and co-workers.
• Proficient with Microsoft Office applications.
• Customer / Client service orientation. Driven to meet or exceed consumer expectations.

Responsibilities

• Effectively manage daily activities in the ticket system , working and diagnosing customer issues and support escalations , ensuring that every ticket carries a clear owner, an accurate severity and a defined next step.
• Own the health of the support queue against published SLAs, monitoring response and resolution times and case aging so that no customer issue stalls without visibility.
• Serve as the escalation point for high-severity and clinically impacting issues, coordinating the appropriate internal responders and maintaining a steady communication cadence with the customer through to resolution.
• Lead root cause analysis of systemic field problems with effective communication to key internal and external stakeholders and serve as the voice of the customer to Product, Engineering and Quality, helping ensure correct prioritization of issues.
• Manage team coverage and scheduling, including on-call rotations, holiday and PTO planning, ensuring that support availability remains consistent and is not dependent on any single individual.
• Lead, coach and develop the team, holding regular one-on-ones setting clear expectations and maintaining an individual development plan for each team member .
• Assess and grow technical capability across the team, identifying skill gaps across CenTrak’s solution and closing them through training, assignment and mentorship.
• Partner with Support Team Leadership to identify improvement gaps and sources of repetitive, manual, non-value add work and contribute requirements for new tools and process .
• Encourage the piloting and adoption of solutions that help make the team more effective and efficient .
• Adhere to and enforce all CenTrak policies and procedures, and comply with all requirements System Manual, Operating and Technical Procedures and Workplace Instructions.

Skills

Leadership

Customer-facing support

Troubleshooting & debugging

Communication skills

Independent work

Detail-oriented

Education

Bachelor’s Degree in Electrical or Computer Engineering, Software Engineering, Computer Science or Information Technology

Tools

RTLS technology

PC software

Microsoft Office

Job description

Every day, CenTrak enhances the lives of patients, staff, and their families in healthcare facilities around the world.

The global demand on healthcare has never been greater as the population grows, people live longer, and chronic illness rises. To meet this challenge, CenTrak helps to make hospitals as safe and efficient as possible so that clinicians can spend their time on what matters most – patient care. It achieves this through advanced, cloud-based software solutions and IoT devices that are used to locate essential medical supplies, equipment, and people. This ensures that the right care is given to the right patients at the right time. Historical analytics and expert-led consulting services also provide opportunities to optimise and enhance daily clinical workflows for an improved patient experience.

Function: Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type: Full time

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business.

The Mission: The Manager of Technical Support leads a team of 13 responsible for resolving customer issues across CenTrak’s RTLS platform. You'll guide the team's response to inbound inquiries, escalations, and support needs keeping the queue healthy so that no customer is left waiting or wondering. Just as importantly, you'll invest in the people doing the work, helping each of them build their skills and their caree r, and you'll partner with leadership and peers across CenTrak to build the tools and processes that let the team do its best work. Success here looks like customers who feel genuinely taken care of, and a team that is stronger for having been led by you.

Responsibilities:

• Effectively manage daily activities in the ticket system , working and diagnosing customer issues and support escalations , ensuring that every ticket carries a clear owner, an accurate severity and a defined next step.
• Own the health of the support queue against published SLAs, monitoring response and resolution times and case aging so that no customer issue stalls without visibility.
• Serve as the escalation point for high-severity and clinically impacting issues, coordinating the appropriate internal responders and maintaining a steady communication cadence with the customer through to resolution.
• Lead root cause analysis of systemic field problems with effective communication to key internal and external stakeholders and serve as the voice of the customer to Product, Engineering and Quality, helping ensure correct prioritization of issues.
• Manage team coverage and scheduling, including on-call rotations, holiday and PTO planning, ensuring that support availability remains consistent and is not dependent on any single individual.
• Lead, coach and develop the team, holding regular one-on-ones setting clear expectations and maintaining an individual development plan for each team member .
• Assess and grow technical capability across the team, identifying skill gaps across CenTrak’s solution and closing them through training, assignment and mentorship.
• Partner with Support Team Leadership to identify improvement gaps and sources of repetitive, manual, non-value add work and contribute requirements for new tools and process .
• Encourage the piloting and adoption of solutions that help make the team more effective and efficient .
• Adhere to and enforce all CenTrak policies and procedures, and comply with all requirements System Manual, Operating and Technical Procedures and Workplace Instructions.

Qualifications:

• Bachelor’s Degree in Electrical or Computer Engineering , Software Engineering, Computer Science or Information Technology required .
• 2-4 years of experience in a T echnical S upport role interfacingwith customers required .
• Experience with RTLS and Healthcare IT Integrations is a plus.
• Experience supporting Embedded products and PC software is a plus.
• Must demonstrate strong troubleshooting and debugging skills.
• Good communication skills both verbal and written.
• Ability to work independently at a fast pace and produce quality work.
• Ability to perform work accurately and thoroughly with high attention to detail.
• Ability to be organized and follow a systematic method of performing a task.
• Ability to maintain a high degree of order, punctuality and responsibility towards customers, suppliers, employer , and co-workers.
• Proficient with Microsoft Office applications.
• Customer / Client service orientation. Driven to meet or exceed consumer expectations.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!