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As the Senior Technical Assistance Center (TAC) Manager at Omnicell, you will embody Elevate principles by leading a team dedicated to delivering exceptional technical support services. Your role is pivotal in ensuring seamless operations and elevating customer satisfaction levels. Through your leadership, you will inspire innovation, collaboration, and development within the team to positively impact patient care outcomes.

We are seeking a passionate advocate for transformation and customer success, someone who embodies Elevate principles by inspiring collaboration, fostering development, and executing strategies that have a tangible impact. Your commitment to excellence ensures that our teams are aligned with company priorities and execute day-to-day operations effectively. You excel in fast-paced environments where support services play a critical role in delivering superior patient care outcomes.

Essential Functions:

• Collaborate: Lead the TAC team in collaborative efforts to deliver exceptional customer service aligned with company objectives. Foster an environment of teamwork and cooperation to achieve shared goals.

• Inspire: Develop and recommend long-term support and customer success strategies that inspire the team to strive for excellence. Motivate staff to exceed expectations and continually improve service quality.

• Develop: Set annual performance objectives for staff and provide strong leadership and coaching to support their development. Create opportunities for learning and growth within the team.

• Execute: Ensure 24/7 coverage of Technical Assistance Center operations with appropriately trained staff. Implement best practices, policies, and procedures to drive continuous improvement and efficient operations.

• Impact: Drive customer loyalty through initiatives like Net Promoter Score (NPS) and other feedback mechanisms. Navigate and resolve difficult situations to achieve positive outcomes, making a tangible impact on customer satisfaction.

Basic Qualifications:

• 10+ years of customer support experience.

• 8+ year in a leadership/Management role

• Associate’s degree plus two years’ experience in a contact center/tech support or leadership role. In lieu of degree, at least five years’ direct applicable experience in a contact/call center/tech support leadership role.

Preferred Qualifications:

• Bachelor’s Degree in Computer Science, Business, or related field.

• Healthcare industry experience.

• Certifications such as Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional.

• Extensive experience in leading cross-functional teams/projects.

• Proficiency in FDA regulations.

Key Requirements:

• Proven ability to achieve goals in dynamic team environments.

• Strong leadership and organizational skills.

• Excellent problem-solving abilities and ability to manage multiple priorities.

• Self-starter with the ability to work independently.

• Exceptional communication and collaboration skills.

Work Environment:

25–50% Travel.

In summary, we're seeking a dynamic leader who embodies Elevate principles and is dedicated to ensuring top-tier technical support services in the healthcare industry. If you're passionate about making a difference in patient care through innovative support solutions, we encourage you to apply.

Since 1992, Omnicell has been committed to  transforming pharmacy care  through  outcomes-centric innovation  designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.”  

Our comprehensive portfolio of  robotics, smart devices, intelligent software, and expert services  is helping healthcare facilities worldwide  to improve business and clinical outcomes  as they move closer to the industry vision of the Autonomous Pharmacy. 

Our guiding principles inform everything we do: 

• As Passionate Transformers , we find a better way to innovate relentlessly. 

• Being Mission Driven, we consistently deliver on our promises. 

• Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation. 

• Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.

• In Doing the Right Thing , we lead by example in ALL we do. 

We value creating an inclusive culture and a healthier world through ESG initiatives, Employee Impact Groups, learning, well-being programs, and more. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.

About The Team

Omnicell is dedicated to fostering a diverse and inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at Recruiting@omnicell.com .

At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.

Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.

Job Identification: 3093

Job Category: Customer / Technical Training

Posting Date: 09/05/2024, 7:03 PM

Job Schedule: Full time

Locations: Cranberry Township, PA, United States

Dallas, TX, United States

Job Level: Supervisor / Manager

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.