At Mars Science & Diagnostics, we know that we couldn’t have grown into the company we are today without all of our hardworking, talented associates!  We value all our associates and we want you to stick around! Career growth and professional development are important, so we want to provide you with opportunities to take on new and exciting roles within Mars Science & Diagnostics! 

Take a look at the new openings and apply to those that you feel suit you best!  Thanks for interest in continuing your career with Mars Science & Diagnostics!

Job Purpose/Overview

The Supervisor, Imaging Technical Support is responsible for enforcing department policies, procedures and ensuring standardized troubleshooting processes and case management guidelines are followed.  This position manages front-line technical support specialists by using performance metrics, thorough analysis of data, and 1on1s to ensure department goals are met.  Other responsibilities include managing high profile customer escalations and reducing time to resolution to improve the support experience.  This position works cross-functionally with other department supervisors and managers when needed to solve customer related issues. This individual will also work with the Manager to identify inefficiencies in the department and make recommendations to improve the effectiveness of the support organization

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides 1on1s for coaching and development

• Utilizes metrics to drive department performance and Associate development

• Ensure department policies and procedures are being followed to ensure consistent productivity

• Participates in building a strong customer support team by utilizing leadership skills and positive influence that is customer focused

• Possesses ability to mentor team members and coach to service level compliance including hold times, first call resolution, case, and RMA accuracy

• Identify career path goals, progression and areas that need improvement for personal and professional growth

• Provide guidance to customer support engineers during complex customer calls to expedite time to resolve

• Provide a framework for new hires and participate in onboarding while coaching to resources that are available to assist them and how they can excel at their role

• Monitor the inbound call queue to ensure service level compliance and make queue staffing adjustments as needed

• Responsible for customer service quality by listening to and rating calls in addition to reviewing individual agent case management for accuracy

• Responsible for handling escalated customer concerns/inquiries and promoting Sound products and services

• Handle highly visible customer accounts with urgency without sacrificing quality

• Deliver agent performance metrics to Customer Support management and make recommendations for improvement or growth

• Participate in process gap analysis to identify process improvement opportunities

• Takes independent actions and calculated risks in solving customer issues

• Adapt to highly dynamic customer support environment that involves prioritization and organization to achieve results

• Other duties as assigned

Education and Experience

• Bachelor’s or Associate’s degree in a technical field preferred or equivalent work experience

• Technical certifications a plus(CCNA, MCSE, MCP, or A+ and/or equivalent work experience)

• 2+ Years technical support supervisory or leadership experience in a large support organization

• 2 +Years experience successfully supervising, mentoring and leading peers or subordinate employees

• Previous experience in Medical Imaging (Ultrasound, CT, and Radiology) is a plus

Knowledge, Skills and Abilities

• Must have strong planning & organizational skills with good attention to detail

• Ability to handle many tasks at once including heavy phone and email volume

• Previous technical support supervisory or leadership experience in a large support organization

• Experience successfully supervising, mentoring and leading peers or subordinate employees

• Previous experience in hardware and software support strongly desired

• Manages difficult or emotional customer escalations

• Detail oriented with strong ability to follow through

• Excellent organizational and time management skills

• Strong analytical skills

• Very strong PC skills and knowledge of MS applications including Excel, PowerPoint, Word and Outlook

• Works independently while problem solving without sacrificing quality

• Works well in collaborative environments

• Ability to provide problem summary and status updates to next level management.

The Target Pay Range for this position is $70,000 - $80,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Working Conditions

Complete how the job gets done and the way it operates.

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding.  The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms.  The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office environment.  The associate is occasionally required to sit and stoop, bend, kneel, or crouch.  The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment including use of cubicles, computers and overhead lighting. Temperature extremes will be minimal to nonexistent.  The noise level in the work environment is usually moderate.  The associate will be required to use a computer, spreadsheets, data base management, email, and the Internet.  The associate is frequently required to use a calculator; fax, copy machine, and phone system.  The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. 

Full time