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Manager of Product Support at HOMECARE HOMEBASE LLC

Posted in Information Technology 30+ days ago.

Type: Full-Time
Location: Dallas, Texas





Job Description:

STATEMENT OF PURPOSE

The Manager of Product Support will be responsible for leading a team of software engineers that will resolve escalated customer incidents, enhance internal tools, and develop solutions for customer statements of work. This position will be accountable for communicating and driving individual, team and department goals.  In addition, they will be responsible for developing strong internal relationships with various departments and customers.  They will also assist with providing visibility into trending issues to help drive project prioritization. A successful candidate will be detail oriented and able to effectively manage multiple projects. They will be able to work independently and make decisions related to the day-to-day operations of Homecare Homebase.  Finally, this role must effectively communicate in both verbal and written correspondence. 

 MAJOR TASKS, DUTIES AND RESPONSIBILITIES


  • Manage a team of Software Engineers focused on HCHB’s Clinical product suite

  • Act as liaison between multiple departments within the organization

  • Interact with HCHB’s customers to understand ongoing issues or requests for new work items

  • Responsible for developing and maintaining an efficient and responsive team, including

    • Employee education

    • Process improvement

    • Technology advancement

    • Define and manage against internal and external SLAs



  • Monitor and report Key Performance Indicators

  • Provide company communication on current high severity incidents

  • Align team goals with business objectives

QUALIFICATIONS


  • BA/BS Degree in a related discipline or equivalent experience

  • Experience as a Technology Manager or Team Lead

  • Core competencies include leadership, customer relations, performance management, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude

  • Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels

  • Experience with enterprise software solutions

  • Outstanding cross-organization collaboration skills

  • Superior communication skills (verbal and written) and well-developed presentation skills

  • A strong, passionate, optimistic, global team leader with a "will do" attitude that is contagious


This position does not provide sponsorship. All applicants should either be US Citizens or Permanent Residents eligible to work in the US without immigration restrictions.





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