Job
- Level
- Lead
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Starnberger See
- Working Model
- Onsite
Job Summary
You lead a large First-Level Support team, plan operational workflows, optimize processes, and ensure the quality of support in B2B pharmacy management systems.
Job Technologies
Your role in the team
- Technical management of a First-Level Support team (approximately 120 people) in the business unit of pharmacy software systems in B2B operations - therefore, more of a Second-Level Support character.
- Disciplinary leadership of a small central coordination team (approximately 2-3 people)
- Planning and operational responsibility for all central FLS support services
- Close collaboration with the specialist departments of the corporate headquarters
- Occasional travel nationwide, focused on our 5 service regions.
- Ensuring quality in the defined processes, sustainable training and further education of employees, needs-based skill management, specialization in technical topics.
- Development and ongoing responsibility for monitoring and reporting on the defined KPIs in first-level support (including availability, response time, resolution time, customer satisfaction)
- They report directly to the central service management.
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Our expectations of you
Qualifications
- High level of initiative, motivation, and commitment
- Strong goal orientation and communication skills
- Excellent manners and a highly developed organizational talent.
- Entrepreneurial thinking
- Excellent knowledge of Office applications
Experience
- Extensive practical experience in IT customer support
- At least 3 years of professional experience in management within a second-level support environment, ideally in the B2B sector.
- Experience in team leadership and the use of modern technologies in the support sector (e.g., AI, service bots), less in the traditional FLS context, but rather in the SLS environment.
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Benefits
Health, Fitness & Fun
Job Locations
This is your employer
Pharmatechnik
PHARMATECHNIK develops powerful and reliable IT solutions for pharmacists and dentists as one of the leading providers of pharmacy software. Around 650 employees work at 14 locations to ensure the satisfaction of our customers.
Description
- Company Size
- 250+ Employees
- Company Type
- Established Company
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Technical Management First-Level Support
- Location
- Starnberger See
- Working Model
- Onsite
- Diversity
- Open for all genders
