[Remote] Manager, Customer Technical Support

Note: The job is a remote job and is open to candidates in USA. STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. The Manager of Customer Technical Support oversees a team of Technical Support Specialists to ensure timely customer support and project management, while also managing escalated incidents and training team members.ResponsibilitiesManages Technical Support teamCoordinates team activities to ensure resources are available to meet needsAssigns projects, follow up and escalations to maximize team efficiencyAssigns and coordinates required after-hours work, rotations and coverationIdentifies improvement opportunitiesCoordinates with other teams to ensure Customer satisfaction and operational efficiencySupervises team members to achieve their individual goals and objectivesProvides ultimate escalation for critical or sensitive issues or CustomersOversee follow up and resolution for escalated issuesInterface with Customers on high-profile, sensitive or complex incidents or accountsCommunicates with key business leaders about Customer satisfaction issuesProvides backup and/or resources for team members encountering challenging situationsParticipates in backup support where necessary for after-hours supportEquips team to accomplish work efficiently and effectivelyWrites, reviews and updates processes, procedures, and work instructionsMonitors work done by team and ensures quality of outcomesReports out on metrics of team performanceEnsures complete documentation of project and incident workManages direct support knowledge baseParticipates in testing of softwareReports software defects and identifies opportunities for improvementSkillsBS in computer science or closely related field5+ years of progressive experience working in technical support of computers, network, applications, etc1+ years in a supervisory or mentoring roleFamiliarity with programming in Visual Basic, C# or other languageProficient in MS SQL ServerExperience with the configuration of personal and laptop computers, printers, and various other hardware and software requiredThe ability to diagnose hardware repairs on computers and equipmentMust possess good interpersonal and communication skills to effectively communicate with customers via phone and emailMust exhibit strong problem-solving and analytical skills to understand complex problems and situationsMust demonstrate attention to detail and responsibility in performing tasksPhysical location that is able to access high-speed internetBenefitsCompetitive PayExtensive Paid Time Off and (9) added Holidays.Excellent healthcare, dental, and vision benefits401(k) with a company matchLong/Short term disability coverageParental LeaveAdditional add-on benefits/discounts for programs such as Pet InsuranceContinued training and educations programsExcellent opportunities for advancement in a stable long-term careerCompany OverviewSTERIS is a leading provider of infection prevention and other procedural products and services, focused primarily on healthcare, pharmaceutical and medical device Customers. It was founded in 1985, and is headquartered in Mentor, Ohio, USA, with a workforce of 10001+ employees. Its website is http://steris.com.Company H1B SponsorshipSTERIS has a track record of offering H1B sponsorships, with 4 in 2026, 26 in 2025, 28 in 2024, 15 in 2023, 33 in 2022, 18 in 2021, 19 in 2020. Please note that this does not guarantee sponsorship for this specific role.