Location: Melbourne, Brisbane: AustraliaOverviewCirdan is a leading supplier of informatics software and imaging solutions and is known for its award winning Laboratory Information System – ULTRA.
Head quartered in Northern Ireland, with offices in Canada and Australia, Cirdan is a dynamic, forward thinking and fast-growing company.About the RoleLeading the Regional Support function from our Ballarat office, to provide an excellent customer experience across all customer's user bases, while developing and implementing customer care improvement strategies.
Plan, co-ordinate and control the activities of the regional support function, providing the link between our Canadian and UK offices in our 'Follow the Sun' support model, to maintain and enhance customer relationships and meet organizational and operational objectives.Reporting to: Divisional Head of RegionWhy Come Work for UsTraining opportunitiesCollaborative and supportive teamImmediate StartAbout YouYou will thrive on challenge and have an excellent work ethic.
You are personally driven to meet objectives with a focus on quality and delivery.
You are an enthusiastic team player and are comfortable leading technical investigations and mentoring potential future junior members of staff.
You enjoy what you do, and you should lead constant improvement initiatives.Authority & ResponsibilityCustomer Focus – you are responsible for customer support requirements and making sure applicable regulatory requirements are determined and met.Improvement including Corrective and Preventative Actions – each employee has a responsibility to identify CAPAs where applicable through continuous improvement.Primary role and responsibilitiesManage and coordinate the smooth day to day running of the support function, working closely with Support Team Leads in other company locations to ensure smooth transition of support in our 'Follow the Sun' support model.Provide accurate management information to senior management and stakeholders.Ensure tickets are prioritised effectively, monitoring breach status and open backlog, prioritising engineer effort and time to meet customer SLAs and KPIs to include performance reporting in accordance with our QMS.Provide support to 1) pre-sales team, 2) operations team, including involvement with upgrades and installs and 3) NPI team, working on product development.Plan, prioritize and delegate work tasks to ensure proper functioning of the function.Monitor and review incidents, requests and customer complaints and track resolution.As the team grows in the future, identify and address staff training and coaching needs, providing performance feedback and conducting staff appraisals as required.Identify and implement strategies to improve quality of service, productivity and profitability.Support the service transition process, onboarding new customers and new customer processes/technologies.Involvement in level 3 support activities in your specialism when required.Any other duties that may reasonably be required in line with your main duties.Special circumstancesOccasional travel for training, testing facilities and customer sites may be required.Work outside normal working hours may be required on occasions to meet deadlines.Minimum RequirementsExperience of administration of Azure infrastructure resources.Proven ability to effectively lead a support function, and manage change of priorities within short timescales.Experience of managing a team with differing levels of knowledge.Understanding of software development cycle and high level of technical ability.Understanding of requirements in software operations including needs of customers with new installs and upgrades.Good problem-solving abilities with creative and logical thinking.Demonstrable commercial awareness and knowledge of business and operational environments.A thorough understanding of the demands of the SLA.Good understanding of software development tools and best practice.Good understanding and application of quality practices as applied to software development, such as code and document review.Experience with providing support to healthcare environments.Experience with report generation toolsets.ITIL Knowledge and Experience.Knowledge and understanding of ISO9001 and ISO27001.Awareness of the Software Development Lifecyle (SDLC).EducationDegree (or equivalent) in Engineering, Science or Business.ITIL certification.Personality characteristicsQuality and continuous improvement focused.Strong analytical skills for troubleshooting and problem solving.Personal drive, commitment, and ability to self-organize.Ability to effectively multi-task.A good team player and ability to lead teams.Excellent written and verbal communication skills.Strong customer empathy and focus.Ability to adapt to changing objectives in a dynamic environment.Positive 'can do' attitude.Desire to delight the customer.Willingness to step outside comfort zone.Always looking to expand knowledge.Takes the initiative regarding new ideas.Primary motivated by learning or making a difference.
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