Enterprise Support Manager

February 13, 2018 - April 13, 2018
Location:Salt Lake City, UT
Employment Type:Full Time
Description:About MasterControl

MasterControl Inc. creates software solutions that enable life science and other regulated companies to deliver life-improving products to more people sooner. MasterControl's integrated solutions accelerate ROI and increase efficiencies by automating and securely managing critical business processes throughout the entire product lifecycle. More than 1,000 companies worldwide, ranging in size from five employees to tens of thousands, rely on MasterControl cloud solutions to automate processes for new product development, clinical, regulatory, quality management, supplier management, manufacturing and post-market surveillance. MasterControl solutions are well-known for being scalable, easy to implement, easy to validate and easy to use. For more information, visit www.mastercontrol.com.


The Enterprise Support Manager oversees a Technical Support team ensuring customers are provided a consistent World Class Support experience. This role includes general management of the team's development and continuous improvement of processes. An ideal candidate would possess the ability to influence others as a leader, would have a heart of a teacher, and would drive passion and accountability within their team.

CoordinatingPrioritizing workflow and resources

The Manager role ensures proper handling, escalation, and resolution of customer issues according to established processes, while adhering to, or exceeding KPI targets.

Customer Engagement

Lead Customer engagements during critical situations with professionalism, accountability and a drive towards finding win/win solutions in difficult scenarios.

Partner with other internal teams to ensure customer issues are advancing towards resolution.

Drive Customer Success principles by leading teams towards customer delight and increased product adoption.

Analyze Metrics

Managers must be able to establish a performance management and measurable criteria that enables engineers to meet departmental KPI's and WIGs.

Generate statistical reports and provide strategic recommendations for a continuous improvement and Lean mindset.

Hire and Train Employees

The Manager is responsible for staffing the team appropriately based on departmental capacity planning guidance. Managers would be involved in interviewing candidates and should have the ability to assess the competency and emotional intelligence levels of a candidate.

A Manager would ensure a successful onboarding experience for new employees through formal training, personal mentoring that will foster success in their new positions.

Oversee and participates in the coaching of the team in Service Excellence; including proper client communication, issue escalation, solution delivery, and incident closure.
Promote and maintain a high quality, professional, service-oriented company culture among staff and Customers
Manage staffing, schedules, and PTO to ensure adequate phone queue, email, and self-service coverage.
Manage compensation, promotions in accordance with HR policies
Ensure that the team is actively engaged in contributing Knowledge Base articles as part of their workflow.
Drive assigned departmental projects to completion
Ensure team processes are aligned andor adhere to the departmental process standards.
Act as a point contact for critical issues or politically escalated customers.
Facilitate team-building, 1:1 interviews and MBO activities
Travel as needed.
Perform other duties as assigned.

Exemplify the behaviors they would like to see in others.
Motivate individual team members to take action, to continually improve themselves.
The manager would have the assertiveness to drive outcomes and the ability to overcome adversity and resistance.
Ability to build relationships that create trust, open dialogue, and full transparency.
Ability to show emotional intelligence in difficult or challenging situations
Ability To make decisions based on productivity, and customer satisfaction.
Demonstrated experience in leading and mentoring Support Engineers andor teams.
MasterControl product knowledge
Ability to plan, organize, and prioritize effectively in order to meet deadlines

MBA, BS/CS, related degree or equivalent experience
Extensive customer service experience or formal leadership training
Preference SCP, ITIL, HDI, KCS, IASSC Black Belt or other supportive specialized certifications.
Why Work Here?



MasterControl is a place where Exceptional Teams come together to do their best work. Hiring Exceptional Teams, including the best talent in our industry, is a core value of ours. MasterControl employees are surrounded by intelligent, motivated individuals every day. We like to call it #TheBestTeamOnThePlanet.

We value every employee and their contribution to what makes MasterControl successful. We give right back to the employee through a generous benefits package, great flexibility, and continuous opportunities for advancement.

Not only do we hire Exceptional Teams, but we work hard to keep them here by developing and challenging their skillsets, encouraging professional development and growth, and offering a culture that can't be found elsewhere. Which is why we say - #WhyWorkAnywhereElse?

To put it simply, working at MasterControl is fun, challenging, and rewarding. From our Fitness Clubs to our awards programs, from our company parties to our competitive benefits, you can't really go wrong. MasterControl could be your next (and last) career move!

We are growing quickly and always looking for talented individuals to add to #TheBestTeamOnThePlanet!

Here are some of the benefits MasterControl employees enjoy:

Generous PTO package of three weeks, increasing after just three years of employment
Competitive compensation with annual merit increase reviews
100% medical premium coverage (yes, you read that right!)
Dental/Vision Plans
401k Plan
Employer Paid Life Insurance Policy ($50K)
Great Flexibility
Wellness Programs (every employee gets a Fitbit!)
Applicants must be currently authorized to work in the United states on a full-time basis.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

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