Manager, Technical Support
Core
Lead a team of 13 in resolving customer issues across CenTrak's RTLS platform, managing escalations, and driving process improvements.
Role type
Manager, Technical Support
Builds
RTLS platform support operations and team capabilities
Domain
Healthcare IT / RTLS / Embedded Systems
Deliverable
client delivery
Required skills
team leadership, ticket system management, SLA monitoring, root cause analysis, stakeholder communication, scheduling, technical troubleshooting, training and mentorship
Preferred skills
RTLS experience, Healthcare IT integrations, Embedded products support, PC software support
Technologies
Microsoft Office
Responsibilities
Manage daily ticket system activities and diagnose customer issues; Own support queue health against SLAs; Serve as escalation point for high-severity and clinically impacting issues; Lead root cause analysis of systemic field problems; Manage team coverage, scheduling, and on-call rotations; Lead, coach, and develop the team through one-on-ones and IDPs; Assess and grow technical capability across the team; Partner with leadership to identify improvement gaps and contribute requirements for new tools.
Seniority
Manager, hands-on leadership
