Technical Supervisor Full Time

Job Summary:

Reporting to Manager Implementation and Service, is responsible to install, set up, maintain, troubleshoot and on-site repair pharmacy customer computer hardware and software. This leadership position may also have responsibility for managing and supporting a number of technicians to cover the company’s pharmacy customer base. The service area for this position is the greater Toronto area.

Specific Responsibilities:

§ Oversee all regional employees to ensure adequate productivity and response times providing excellent customer service and rectifying problems in a timely manner.

§ Handle problem escalations from Pharmacies, Regional Directors, VPs and escalate complex problems as necessary.

§ On-site install and service/troubleshoot all aspects of software / hardware / network configuration and preparation of customer orders including debit/credit support platforms.

§ Document activities and work performed.

§ Manage spares and repairs inventory.

§ Maintain and update operational SLAs (Service Level Agreement) for all supported stores. Based on service call priority levels.

§ Create implementation solutions to enhance customer service processes.

§ Create and manage shift schedules where appropriate and maintain acceptable attendance.

§ As applicable, complete performance reviews on reporting staff on an annual basis.

§ Foster a culture of excellence and customer-first service relationship.

§ Participate in training activities to maintain technical currency, and to broaden product knowledge.

§ Provide required notification of absence according to company policy.

Position Requirements:

§ 2-3 years College diploma in a relevant discipline; focus in Computer Technician area an asset.

§ 6 – 8 years in a Computer Customer Service Industry or relevant field.

§ Demonstrated experience in leading, coaching a team/group of employees.

§ Demonstrated customer focused interpersonal experience.

§ Ability to employ professionalism, patience and self-control in handling customers.

§ Excellent communication skills both written and verbal

§ Excellent interpersonal skills with the ability to analyze, interpret and address staff/customer needs.