Manager, Technical Support

Manager, Technical Support

The Manager, Technical Support is a key leader in the Customer Operations organization, supporting the Sr. Director of Customer Operations in leading technical resolutions across iAs customer base. This role provides daily support to iA Tier 2 technicians by troubleshooting customer defects and mentoring the team to resolve automation problems efficiently. The Manager, Technical Support will implement process improvements that reduce resolution time and will partner with key stakeholders within iA. This role will be available to help resolve critical customer outages using technical knowledge and expertise. Managing team performance is essential, and this individual will work to increase customer satisfaction scores through timely communication and resolution of issues.

What you'll do :

• Support development of standard procedures to accommodate iAs rapid growth through analyzing key performance indicators and making appropriate adjustments to improve overall customer satisfaction
• Direct and manage the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with customer installed automation technology
• Oversee troubleshooting of complex, integrated hardware / software systems in automated pharmacy environments
• Build a customer-first culture with an emphasis on responsiveness, quality, and empathy
• Drive KPIs through coaching, mentoring, and monitoring work on a daily, weekly, and monthly basis
• Work closely with the training team to help identify opportunities both internally and externally to help drive adoption of tools, systems, and processes
• Collaborate with customers and internal teams to improve the overall customer experience with iAs products through knowledge sharing and development of Tier 2 Technicians
• Develop and maintain a solid understanding of all iA products, teams, how goals are set, the business strategy, and how work gets done, and work cross-functionally to achieve those goals
• Identify areas of opportunity for improvement across the Customer Operations team
• Support iAs critical incident management procedures by leading critical response teams, assigning resources timely with the use of standard priorities, procedures, and rapid notification systems
• Ensure disciplined and consistent use of established methodologies, tools, and techniques to resolve customer support cases, coordinate resources (internal and matrixed) to enable customers fulfillment operations
• Collaborate with Product and Engineering to inform product improvements based on support data and customer feedback
• Lead post-implementation reviews and contribute to root-cause analysis for complex product or service issues

Who you are :

Bachelors degree preferred; equivalent proven experience will be considered

5+ years of customer technical support leadership in a highly technical B2B environment, ideally within healthcare, medical devices, or automation systems

Proven experience leading complex technical support organizations for software and automation products, including hardware and software troubleshooting

Experience with CRM platforms such as Salesforce and automated alerting tools such as PagerDuty

Experience with Windows operating systems and SQL

Proficiency in Microsoft Office Suite

Strong consultative and communication skills with the ability to influence both customers and internal stakeholders

Deep understanding of the needs of growing businesses and strong business acumen

Demonstrated ability to drive accountability and ownership of customer issue resolution within a team

Strong analytical skills with familiarity in support metrics and KPIs

Comfortable working in a fast-paced environment and adapting to evolving requirements

Able to work independently with strong self-direction

Motivated to learn new technologies and practices, with excellent research skills

Enjoys problem-solving and helping others

It would be great if you also have :

Desired certifications : ITSM or ITTL; IT A+; Net+ certifications; Comp TIA Data+ certifications; Microsoft Azure Data Fundamentals (DP-900)

Experience supporting on-premises, cloud, and hybrid solutions

Applicants must be authorized to work for ANY employer in the U.S. Employer will not sponsor applicants for work visas.

Compensation : The estimated base annual salary range for this position is $90,267 to $122,126, though a candidates base annual salary shall be determined on a range of factors, including, but not limited to, qualifications and experience. This position may additionally be eligible for an annual discretionary bonus.

What are the perks?

Generous time off policy that allows you to put your family first

Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company

Competitive benefits, salary, and talent development opportunities

Commitment to professional development and working for a company where your voice is heard

More about iA :

iA (Innovation Associates) is a pharmacy fulfillment company that provides an integrated platform of capabilities to support Centralized and Community Pharmacy Fulfillment Solutions. With over 30 years of experience in the pharmacy fulfillment business, we have developed and implemented a suite of automation and software solutions that help deliver quick and sustainable business results. Our integrated Pharmacy Fulfillment Platform enables scalable solutions that helps run the prescription fulfillment process from prescription acceptance to delivery, supporting dynamic design flexibility to service pharmacies in a variety of volumes and settings. Our solutions improve workflow, and increase efficiency, while enabling more time for pharmacists to focus on their patients. iA works with pharmacy providers in the Commercial, Health Systems, Government, and Mail Order / eCommerce markets. iA can help customers transform their pharmacy.

Our Mission : We partner with providers to transform pharmacy through our leading-edge software enabled fulfillment technology and partners to deepen the patient-pharmacist relationship, enhancing patient safety and choice while increasing operational efficiency. iA empowers pharmacists to focus on patient care. iA can run the prescription fulfillment process from start to finish, helping pharmacies manage fulfillment and inventory to help lower costs, improve efficiency, increase safety, and provide comprehensive Rx tracking and real-time support.

Our Products :

Software

Modular Hardware

Sophisticated Counting and Collation Devices

Our Core Values : Solutions Driven, Customer Centric, Championing Diversity, Empowering Ownership, Trust Daringly

To learn more about iA's product, people, and culture visit us at iARx.com