Note: The job is a remote job and is open to candidates in USA. STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. The Manager of Customer Technical Support oversees a team of Technical Support Specialists to ensure timely customer support and project management, while also managing escalated incidents and training team members.
Responsibilities
- Manages Technical Support team
- Coordinates team activities to ensure resources are available to meet needs
- Assigns projects, follow up and escalations to maximize team efficiency
- Assigns and coordinates required after-hours work, rotations and coveration
- Identifies improvement opportunities
- Coordinates with other teams to ensure Customer satisfaction and operational efficiency
- Supervises team members to achieve their individual goals and objectives
- Provides ultimate escalation for critical or sensitive issues or Customers
- Oversee follow up and resolution for escalated issues
- Interface with Customers on high-profile, sensitive or complex incidents or accounts
- Communicates with key business leaders about Customer satisfaction issues
- Provides backup and/or resources for team members encountering challenging situations
- Participates in backup support where necessary for after-hours support
- Equips team to accomplish work efficiently and effectively
- Writes, reviews and updates processes, procedures, and work instructions
- Monitors work done by team and ensures quality of outcomes
- Reports out on metrics of team performance
- Ensures complete documentation of project and incident work
- Manages direct support knowledge base
- Participates in testing of software
- Reports software defects and identifies opportunities for improvement
Skills
- BS in computer science or closely related field
- 5+ years of progressive experience working in technical support of computers, network, applications, etc
- 1+ years in a supervisory or mentoring role
- Familiarity with programming in Visual Basic, C# or other language
- Proficient in MS SQL Server
- Experience with the configuration of personal and laptop computers, printers, and various other hardware and software required
- The ability to diagnose hardware repairs on computers and equipment
- Must possess good interpersonal and communication skills to effectively communicate with customers via phone and email
- Must exhibit strong problem-solving and analytical skills to understand complex problems and situations
- Must demonstrate attention to detail and responsibility in performing tasks
- Physical location that is able to access high-speed internet
Benefits
- Competitive Pay
- Extensive Paid Time Off and (9) added Holidays.
- Excellent healthcare, dental, and vision benefits
- 401(k) with a company match
- Long/Short term disability coverage
- Parental Leave
- Additional add-on benefits/discounts for programs such as Pet Insurance
- Continued training and educations programs
- Excellent opportunities for advancement in a stable long-term career
Company Overview
STERIS is a leading provider of infection prevention and other procedural products and services, focused primarily on healthcare, pharmaceutical and medical device Customers. It was founded in 1985, and is headquartered in Mentor, Ohio, USA, with a workforce of 10001+ employees. Its website is http://steris.com.Company H1B Sponsorship
STERIS has a track record of offering H1B sponsorships, with 4 in 2026, 26 in 2025, 28 in 2024, 15 in 2023, 33 in 2022, 18 in 2021, 19 in 2020. Please note that this does not guarantee sponsorship for this specific role.