Mgr Health Care Tech Support
Support field technicians installing and servicing equipment as well as assisting with “needs assessment” for customers, database configuration options (SQL and Access), systems analysis, and positive problem resolution. Consult with development engineers providing user input and installation feedback to improve product performance. Provide marketing department product enhancement requests, technical specifications, and assist in development of future products. Develop and deliver technical training curriculum and train instructors. Conduct software verification, validation testing and documentation.
Career Path:began as tech support specialist, promoted to department manager after 2 years. Hired five additional staff; shortest staff retention currently 2 years.
• Increased repeat business & customer satisfaction via improvement & increase in # of services offered.• Improved skill level of team, directed purchase of technology for call center allowing firm to offer maintenance agreements. mgmt report• Reduced company bottom-line & substantially increased efficiency by combining functions of 3 departs into 1.• Enhanced customer loyalty & satisfaction by revising tech training classes for install, service techs.PPT example• Contributed to differentiation from competitors by increasing # & frequency of direct to customer training at both on & off-site locations. • Contributed to improved products & increased customer satisfaction via development of S/W Quality Assurance program. Processes adopted company-wide.• Enhanced distributor ability to offer “turn-key” services by developing processes to integrate products to 3rd-party wireless phone & ADT systems. integration exp• Granted added value to customers via development of “manufacturer site verification” visits.