Manager Customer Support (Bangalore) Jobs at Bengaluru East, Karnataka, India Full Time

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients’ lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role

• Troubleshoot assigned 3M software applications as well as interfaces (HL7, XML, etc.), Windows operating systems, network, Citrix & SQL
• Participate in pre-sales, support, and implementation calls with clients as needed
• Participate in System Health Checks and Performance Reviews with clients as needed
• Work on individual and team projects
• Represent 3M HIS in communications with external customers and 3M departments.
• Provide input to technical hardware configuration needs
• Collaborate with Customer Care, Development, and Product teams to address technical concerns identified by 3M clients
• Assist with product training as needed
• Identify areas of opportunity to improve communications and efficiency of operation to improve customer satisfaction
• Support team processes and participate on cross-functional and Six Sigma teams
• Position may be required to be staffed during off hours
• Required to provide after-hours on-call support

Primary Responsibilities (include but are not limited to the following):

• Manage multiple Level 3 Support Engineers. Provide high quality operational and technical application support for Solventum’s HIS product offerings.
• Manage day-to-day issues, assignments and processes. Analyze issues quickly, walk them through to resolution.
• Manage relationships and work closely with internal teams including Business users and other teams for resolution of product issues.
• Identifies and implements tools and procedures that enhance productivity and the ability to deliver customer service
• Communicates regularly with senior leadership, providing reports and updates on all projects, open critical client and product issues
• Identifies the system improvement opportunities based on tracking product support requests or repetitive issues and makes recommendations to product manager on potential solutions
• Own the delivery of Customer Support & Operational activities.
• Facilitates team meetings to communicate objectives, status on targets, and gather information regarding any roadblocks the team may be facing
• Serve as SME on customer support and liaise with other teams with regards to incident escalations
• Review monthly performance of team members and prepare monthly metrics reporting. Provide guidance and development for team members.
• Ensuring that resources on the team adhere to all corporate policies, procedures and guidelines.
• Managing tickets queues, work requests, and special projects. Also, assigning resources to these different areas.
• Communicating with customers, as needed, to resolve high profile or complex issues.
• Work directly with an onsite cross-functional team consisting of SME, Senior Management and Technical Support Teams

Job Qualifications

• Education: Masters or Bachelors degree in Information Technology or related environment
• Experience: 12 – 15 years of experience in troubleshooting issues in complex system that operates a 24/7 mission critical environment. Out of which a minimum of 5 years experience in managing L2/L3 Support teams.
• Knowledge & Skills: Candidate must be strong in at least one of the following concentrations
• Exposure to Healthcare IT in a hospital or healthcare group environment.
• Managing L2/L3 Support team that interacts with a development organization.
• Good analytical and troubleshooting skills with a demonstrated proficiency at technical problem solving/root cause analysis in order to identify issues
• A strong work ethic; displays initiative, ability to be very hands-on, as well as a sense of urgency in completing assigned projects on-time
• Exceptional customer relations skills and a commitment to excellent customer service.
• Demonstrate critical thinking and decision-making skills
• Must be able to communicate at a technical level as well as at a higher level that a customer would be able to understand

Technical Skills

• Strong understanding of systems and database.
• Knowledge in SQL & C# scripting with programming background
• Familiar with cloud architectures like Citrix, AWS
• Hands on experience and strong understanding of Windows Environment
• Working knowledge of web services and APIs

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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