Application Support Manager - MedTech
Fully Remote - UK
£50,000 - £54,000
Role Overview: A MedTech business is looking for a skilled Application Support Manager to join their growing Product Development team. The ideal candidate will play a crucial role in managing the technical support function for the company's web platform, ensuring exceptional customer satisfaction and smooth operations. You will be responsible for driving the application support process and leading a team focused on customer success and technical troubleshooting.
Key Responsibilities:
* Customer Success: Work with Tech Leads and customers to deliver product improvements and reduce support tickets.
* Process Ownership: Manage the application support processes, collaborating with teams to streamline workflows and optimise customer care.
* Support Delivery: Oversee the delivery of new customer engagements and provide technical support post-release.
* Quality & Compliance: Ensure all support functions meet ISO9001 and ISO27001 standards for quality management.
* SLA Management: Monitor performance against SLAs and provide accurate reporting on support metrics.
* Technical Troubleshooting: Serve as the primary point of contact for resolving technical issues raised by clients and internal teams.
* Team Leadership: Mentor and develop a team of support engineers, fostering growth and a high-performance culture.
Experience & Skills:
* Proven experience in managing technical support teams in regulated environments, ideally within MedTech.
* Experience supporting web apps.
* Strong technical skills, including SQL and scripting for troubleshooting.
* Experience with AWS & deployment infrastructure is highly desirable.
* Experience improving support processes and translating customer feedback into actionable insights.
* Familiarity with ISO9001 and ISO27001 quality standards.
* Strong communication skills, with the ability to explain complex issues to both technical and non-technical audiences.
* Excellent organisational skills and the ability to manage multiple priorities in a fast-paced environment.
Please Note: You must have full right to work and be currently residing in the UK.
If you’re ready to take on a leadership role and drive customer success in a thriving MedTech company, apply now for an informal chat!