Project Manager Share Customer Support

JOB DESCRIPTION

Overview:   
 
 
 
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. . The below client is with one of our client which is a leading global medical technology company. It offers a wide range of diagnostic imaging and laboratory diagnostics, as well as advanced therapies and digital health services. Its solutions span from prevention and early detection to diagnosis, treatment, and follow-up care, empowering healthcare providers worldwide.  
 
 
 
Job Title: Project Manager- Share360 Customer Support   
 
Location: Cary, NC, 27511  
 
Duration: 12 Months   
 
Job Type: Contract   
 
Work Type: Hybrid  
 
Shift: 11 AM - 8 PM    
 
  
 
   
 
Job Description:    
 
  
 
Specific Requirements:  
 
 
 
Provide an exceptional customer experience to Share360 customers in hospitals, trauma centers, emergency departments, stroke centers, pediatric hospitals, and outpatient centers. 
 
 
 
This individual will coordinate the resources and activities within the service organization to ensure the customer experiences the full benefit of products and services available to them while reducing potential conflicts of the collaboration activities. 
 
 
 
Act as the primary point of contact for select customers engaging in formal collaboration activities with  the client  to respond to/facilitate customer needs to the appropriate department or resource within the client. 
 
 
 
Support internal and external customers by providing information, while giving efficient and courteous service, participating in investigating and resolving semi-complex problems and supporting order tracking, dispatching and scheduling  
 
 
 
Responsibilities:  
 
 
 
Act as a single point of contact and provide immediate over the phone support for Share360 Customers and in-house engineering partners.  
 
 
 
Responds to inbound and outbound requests involving products and/or services.  
 
 
 
Professionally investigates and resolves customer concerns.  
 
 
 
Responsible for customer satisfaction by demonstrating proactive attitude and actions to expedite service requests, creating an ownership culture by following through on the customer's issues until completely resolved.  
 
 
 
Work closely with cross-functional teams to ensure the customer experience is flawless  
 
 
 
Facilitate cross-functional awareness between internal stakeholders to minimize unintended conflicts or negative impacts on customer onboarding, operations or research.  
 
 
 
Ability to compile and present monthly reporting of problems, utilization, service history, and updates/maintenance to demonstrate value of service.  
 
 
 
Provide general technical support for functional issues with the eVO tablet and mButler software.  
 
 
 
Manage competing priorities.  
 
 
 
Appropriately discusses and promotes the client's services and products based on customer needs.  
 
 
 
Consistently maintains a positive attitude.  
 
 
 
Required Knowledge/Skills, Education, and Experience:  
 
 
 
2-5 years of experience in customer related role  
 
 
 
Excellent presentation and communication skills along with effective problem-solving skills and ability to work collaboratively in a team environment required.  
 
 
 
Customer oriented and highly motivated team player with the ability to analyse complex problems and the ability to identify priorities and derive/decide the necessary action plans.  
 
 
 
Ability to multi-task and prioritize based on impact and criticality of customer issue.  
 
 
 
Must be knowledgeable of internal service processes and operations.  
 
 
 
Must have excellent organizational skills with an ability to prioritize tasks and efficiently manage time.  
 
 
 
Resourceful, analytical and adept at making decisions and multi-tasking during fast-paced and stressful situations  
 
 
 
Must have excellent interpersonal skills, interact favourably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.  
 
 
 
Demonstrated skills in managing customer relationships  
 
 
 
Confident working in cross-functional teams  
 
 
 
Experience using analytical tools such as Excel to develop reports.  
 
 
 
Project management skills.  
 
 
 
Preferred Knowledge/Skills, Education, and Experience:  
 
 
 
Experience in a high volume customer service environment, as well as in a technical support center operations experience preferred.  
 
 
 
Proficient hands-on knowledge of SAP preferred.  
 
 
 
Knowledge of  the client service operations is beneficial.  
 
 
 
BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.  
 
 
 
Key Working Relationships:  
 
 
 
Primarily intra-organizational contacts and external contacts. 
 
 
 
Provide general guidance or train support and/or professional staff.  
 
 
 
Must-Have Skills:  
 
 
 
Customer service, customer-facing experience  
 
 
 
Good communication  
 
 
 
Proficiency in MS Office 365 (Word, Excel, PowerPoint), compiling presentations for internal teams  
 
 
 
Attention to detail, ability to spot errors  
 
 
 
Analytical experience  
 
 
 
Nice-to-Have Skills: 
 
 
 
Presentation skills to the team.  
 
 
 
TekWissen   Group is an equal opportunity employer supporting workforce diversity.