Shockwave Medical Careers

Description

Shockwave Medical, Inc. is a pioneer in the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Shockwave Medical aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque.

Description

As the Client Services Supervisor, you will be responsible for overseeing all aspects of our Client Services operations. You will lead a team of support technicians and representatives to ensure the timely resolution of technical issues and the delivery of exceptional customer service. This role requires a tactical mindset, strong leadership abilities, and a deep understanding of helpdesk best practices.

• Team Leadership: 
• Provide leadership and guidance to the Client Services team.
• Set clear performance objectives and conduct regular performance evaluations.
• Foster a positive, organized, and collaborative work environment that encourages continuous improvement and professional development.
• Client Services Operations Management: 
• Develop and implement standardized processes and procedures for handling support requests.
• Develop and Monitor performance metrics and ensure adherence to service level agreements (SLAs).
• Identify opportunities for process optimization and efficiency improvements.
• Customer Service Excellence: 
• Ensure that all customer interactions are handled with professionalism, empathy, and a focus on resolution.
• Implement good practices to enhance customer satisfaction and loyalty.
• Proactively address customer feedback and escalate issues as needed to achieve swift resolution.
• Technical Expertise: 
• Maintain a strong understanding of the company's products/services and technical infrastructure.
• Serve as a point of escalation for complex technical issues and provide guidance to support staff.
• Stay abreast of industry trends and emerging technologies to inform decision-making and resource allocation.
• Cross-functional Collaboration: 
• Collaborate with other departments, to ensure alignment and support for business initiatives.
• Participate in cross-functional projects and initiatives as a representative of the Client Services Team.
• Functional duties will require to act on behalf of Shockwave Medical when working with our end-users and when interacting with our vendors.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• Proven experience in a helpdesk or technical support role, with at least 5 years in a supervisory capacity.
• Strong leadership skills, with the ability to inspire and motivate team members to achieve their full potential.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Solid technical background, with proficiency in troubleshooting hardware, software, and network issues.
• Experience with helpdesk ticketing systems and other support tools.
• Analytical mindset, with the ability to analyze data, identify trends, and make data-driven decisions.
• Strong customer focus, with a commitment to delivering exceptional service and support.
• Certifications such as ITIL, HDI, or CompTIA are a plus.
• Flexibility to work outside regular business hours and participate in an on-call rotation, as needed.