What are the responsibilities and job description for the Product Support Manager position at TWR Macro Helix LLC?

As a Customer Support Manager, you will oversee the Macro Helix support staff to ensure prompt customer response and resolution time with a focus on quality of service, team cohesion, and high employee engagement.

Responsible for delivery of High Touch Customer Service to Macro Helix customers and acts as point-of-contact for escalated issues to ensure appropriate response and focus of the support team.
Conducts regular 1 : 1 and team meetings to evaluate individual and team performance.
Facilitates development of proficiency in both technical skills and general customer service skills.
Reviews and recommends changes to policies affecting his / her team.
Tracks, monitors and regularly reports on team's operations, and closely manages key customer accounts to develop paths to issue resolution.
Motivates his / her team, and provides coaching and direct feedback on a regular basis. Leverages company’s and department’s tools to reward employees.
Monitor incoming and existing workloads to ensure customer technical support agents are following the expected Service level goals.
Achieve and maintain targeted team statistics along with other established goals.
Ensures Customer Sat target indicators are achieved.
Establishes staff schedules for workload coverage and individual or group training sessions.

Key Responsibilities

Other responsibilities include, but not limited to :

Planning

Ability to work on multiple items and prioritize work accordingly to business processes or needs.

Regularly participates in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery.

Technical

Knowledge and proficiency in staff scheduling, workload analysis, performance management, and interviewing skills.

Knowledge in 340B Architect software function and use

Ability and comfort in dealing with difficult employee or customer issues, and in ensuring positive interactions even when

Problem Solving

Must possess excellent problem solving and analytical skills.

Must be motivated by challenges and be able to offer multiple solutions for a problem.

Professional Communication

Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas when needed.

Proven ability to work in a fast-paced environment and use judgment in handling customer calls / cases and providing technical assistance.

Exhibits empathy and consideration for all ideas and suggestions provided by peers and subordinates alike, and provides opportunities for open discussion and evaluation of those ideas.

Leadership

Can do attitude with a strong will to lead by example.

Effective personnel leadership experience required, with goal setting and action plans for career development on a team and individual basis.

Leadership skills in organizing and motivating a diverse team of customer technical support agents.

Minimum Requirement

Degree or equivalent experience. Typically requires 6 years of professional experience and 0-2 years

Education

4-year degree in business or related field or equivalent experience of supervisory experience.

Critical Skills

3 years customer service experience and demonstrated leadership skills, depending on area of assignment may be required to have relevant healthcare / insurance experience

Fundamental knowledge of 340B

Intermediate to advanced experience with Microsoft Excel and Power Point as well as prior reporting experience.

Ability to tailor communication to ensure optimum results.

Demonstrate ability to change thinking of or gain acceptance from others in sensitive situations without damage to the relationship.

Strong analytical ability

Able to effectively present and discuss new ideas or projects to improve team or department performance with peers and upper management and drive their implementation.

Must exhibit effective customer service attitude, ability to lead a team in resolving difficult customer situations.

Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.

Additional Skills

3 plus years of mid-level management experience in a technical support environment is highly preferred

4 year degree is preferred

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please

Our Base Pay Range for this position

67,500 - $112,500

Salary : $67,500 - $112,500

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Product Support Manager

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