iA · 9 hours ago
Manager, Technical Support
Indianapolis, IN
Full-time
Onsite
Mid, Senior Level
$90K/yr - $122K/yr
5+ years expiA is a pharmacy fulfillment company that provides integrated capabilities to support pharmacy solutions. The Manager, Technical Support will lead technical resolutions for customer issues, mentor Tier 2 technicians, and implement process improvements to enhance customer satisfaction.
PharmaceuticalRoboticsSoftware
No H1B
Responsibilities
Support development of standard procedures to accommodate iA’s rapid growth through analyzing key performance indicators and making appropriate adjustments to improve overall customer satisfaction
Direct and manages the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with customer installed automation technology
Oversee troubleshooting of complex, integrated hardware/software systems in automated pharmacy environments
Build a customer-first culture with an emphasis on responsiveness, quality, and empathy
Drive KPIs through coaching, mentoring and monitoring work on a daily, weekly and monthly basis
Work closely with the training team to help identify opportunities both internally and externally to help drive adoption of tools, systems and processes
Collaborate with customers and internal teams to improve the overall customer experience with iA’s products through knowledge sharing and development of Tier 2 Technicians
Develop and maintain a solid understanding of all iA products, teams, how goals are set, the business strategy, and how work gets done, and work cross-functionally to achieve those goals
Identify areas of opportunity for improvement across the Customer Operations team
Support iA’s critical incident management procedures by leading critical response teams, assigning resources timely with the use of standard priorities, procedures and rapid notification systems
Ensure disciplined and consistent use of established methodologies, tools and techniques to resolve customer support cases, coordinate resources (internal and matrixed) to enable customers fulfillment operations
Collaborate with Product and Engineering to inform product improvements based on support data and customer feedback
Lead post-implementation reviews and contribute to root-cause analysis for complex product or service issues
Qualification
Required
Bachelor's degree preferred; equivalent proven experience will be considered
5+ years of customer technical support leadership in a highly technical B2B environment, ideally within healthcare, medical devices, or automation systems
Proven experience leading complex technical support organizations for software and automation products, including hardware and software troubleshooting
Experience with CRM platforms such as Salesforce and automated alerting tools such as PagerDuty
Experience with Windows operating systems and SQL
Proficiency in Microsoft Office Suite
Strong consultative and communication skills with the ability to influence both customers and internal stakeholders
Deep understanding of the needs of growing businesses and strong business acumen
Demonstrated ability to drive accountability and ownership of customer issue resolution within a team
Strong analytical skills with familiarity in support metrics and KPIs
Comfortable working in a fast-paced environment and adapting to evolving requirements
Able to work independently with strong self-direction
Motivated to learn new technologies and practices, with excellent research skills
Enjoys problem-solving and helping others
Preferred
Desired certifications: ITSM or ITTL; IT A+ ;Net+ certifications; Comp TIA Data+ certifications; Microsoft Azure Data Fundamentals (DP-900)
Experience supporting on-premises, cloud, and hybrid solution
Benefits
Generous time off policy that allows you to put your family first
Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
Competitive benefits, salary, and talent development opportunities
Commitment to professional development and working for a company where your voice is heard
Company
iA
iA is the pharmacy fulfillment solution for retail, government, and health systems.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Guy Eldredge
Chief Technology Officer
Thomas Utech
President & Chief Operating Officer
Recent News
2025-03-28
2024-10-28
Company data provided by crunchbase