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Team Lead Customer Care Senior Support Specialist
BrainlabHeidelberg, Baden-Württemberg, GermanyVor 2 Tagen
StellenbeschreibungTeam Leadership : Manage mentor and motivate a team of customer support specialists to ensure they meet performance objectives maintain highquality service standards and continuously improve customer satisfaction levels. Customer Issue Resolution : Act as an escalation point for complex or critical support issues working closely with customers to troubleshoot and resolve technical problems related to our medical device software solutions. Customer Communication : Maintain positive relationships with customers ensuring timely and clear communication during support interactions and followups. Process Improvement : Collaborate with internal teams (product engineering etc.) to identify trends in customer feedback suggest improvements to software functionality and help develop new support processes or resources. Collaboration with Other Departments : Work closely with product engineering and quality assurance teams to ensure a seamless flow of information regarding product updates issue resolution and customer concerns. Documentation & Knowledge Base : Oversee the creation and maintenance of internal knowledge bases and documentation. Compliance & Quality Assurance : Ensure that customer support activities adhere to regulatory and compliance standards.
Qualifications :
- Bachelors degree in a relevant field (e.g. Healthcare Engineering Information Technology or related fields) or equivalent work experience.
- Minimum of 35 years of experience in customer support or other areas with relevance
- Strong ability to apply a systematic approach to problem analysis and resolution
- Experience working within the medical device healthcare or software industry with a strong understanding of product life cycles and industry regulations (e.g. FDA HIPAA ISO).
- Excellent communication interpersonal and problemsolving skills.
- Ability to work under pressure and manage multiple priorities in a fastpaced environment.
- Strong technical aptitude and ability to quickly learn new software systems.
- Proven experience in managing a team including performance reviews goal setting and professional development.
- Ability to develop and implement strategies for improving customer experience and support team efficiency.
- very good English and German language skills
- 12 years or more in a leadership or supervisory role.
- Familiarity with software as a medical device or related technologies familiarity with Windows Server SQL DICOM HL7 Docker
- Education or certification in project management customer support management or related fields.
- Knowledge of CRM tools ticketing systems and customer support platforms (e.g. JIRA SalesForce).
- Experience in troubleshooting and providing technical support for software products.
- A mutuallysupportive international team
- Meaningful work with a lasting impact on medical technology
- 30 vacation days plus December 24th and December 31st
- Regular team and company events
- Comprehensive training and continuing education opportunities offered by Brainlab
Preferred Qualifications :
Additional Information :
Ready to apply We look forward to receiving your online application including your first available start date and desired salary.
Contact person : Daniel Sypli
Remote Work : Employment Type :
Fulltime
Key Skills
Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator
Experience : years
Vacancy : 1