At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

All we accomplish is grounded in our core values of Customer Focus, Achievement, Accountability, Teamwork, Employee Value and Integrity

Job Description

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

How You’ll Add Value

The Support Team Supervisor will oversee the daily operations of the support team. They will ensure that tickets are being updated according to SLA’s and that tickets are being escalated correctly, and they will serve as the first escalation point for customers whose issues are not being resolved in a timely manner.

In addition, the Support Team Supervisor will be responsible for implementing new procedures, setting & tracking metrics, coaching/mentoring the team, and continually growing the team’s competencies to ensure that the team is operating effectively to deliver exceptional customer focus.

What You’ll Do

Monitor and ensure 100% accuracy of all assigned escalations and work requests Take part in overseeing the knowledge base and owning the updated data Present complex technical information to non-technical audiences Supervise the support team ensuring they have a balanced workload Make sure the support team are following the ITIL framework Provide weekly updates to Informatics Leadership. Prioritize and execute tasks in a high-pressure environment Ensure an exceptional customer service focus Maintain confidentiality regarding the information being processed, stored, or accessed Set and track metrics to continually improve customer service with the goal of improving customer satisfaction Coach and mentor the team of customer support representatives Ensure team is well trained and is continually updating their skills

Your Management Responsibilities

Hiring & Staffing

• Skills assessment
• Resource planning
• Competency based, quality hiring
• Effective on-boarding

Collaboration

• Constructive conflict resolution
• Appropriate follow-up
• Holds self and others accountable
• Build relationships & partners across-functions
• Considers and communicates cross-functionally

Communication to Inspire & Empower

• Regular meaningful communications
• Connection of department & individual purpose to strategic direction
• Follow-up to address obstacles

Performance Management

• Reinforce behaviors that drive results
• Assess “right person in the right job”
• Feedback/coaching
• Raising the bar; increasing contribution
• Address misaligned or misplaced talent

Develop People

• Dialogue about skills & behaviors for success at Azenta
• Understanding employee aspirations
• Opportunities for experiential learning & growth
• Experience planning & delegate to develop

What You Will Bring

• Bachelor’s degree in Information Systems or related area, or equivalent experience
• 5+ years working in a software support role
• Experience working with configured applications
• Excellent interpersonal and communication skills
• Excellent organizational and time management skills
• Great attention to detail and results driven approach
• Strong analytical ability to solve complex technical issues
• Highly self-motivated, able to multi-task
• Ability to contribute to a cross-functional team environment
• Willingness to adapt and to learn new skills
• Reliable and Trustworthy

Your Working Conditions:

• General office setting

EOE M/F/Disabled/VET

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email at HR.Recruiting@azenta.com for assistance.

Azenta is an Equal Opportunity Employer. This company considers candidates regardless of race, color, age, religion, gender, sexual orientation, gender identity, national origin, disability or veteran status.