Software Support Supervisor- Full time opportunity in Broomfield, CO
Posted by: "bhanlen72" bhanlen72@yahoo.com
Software Support Supervisor
•Supervise a team of direct reports within the Support department. These groups may change over a period of time with strategic alignment of the group. You would need to be flexible with the teams you supervise. The objective would be to limit these changes to alleviate impact to our team members.
•Perform annual employee write-ups and reviews for your direct reports. This will require feedback from the Director of Support and Tier 2's where applicable.
•Motivate and drive team morale and retention efforts across support team and with individual direct reports.
•Attend product meetings for your respective products and alternate with other supported product meetings weekly.
•Perform Call observations and Ticket quality checks for your direct team and overlap where needed with Support Director.
•Deal with escalated situations from phone calls to ticket follow up on an as needed basis.
•Visit customers on an as needed basis. Each trip should be discussed with the Support Director.
•Work strategically with the Support Director to create, deliver and drive new processes and procedures within the Support organization.
•Work directly with the Support director to determine budget activities for current monthly forecast as well as annual budget planning.
•Supervise the Support Risk Assessment Team compliance activities.
•Share on call duties with Support Director to ensure escalation point coverage for Tier 2 technicians.
•Perform timecard duties for all Support staff.
•Share responsibilities with entrance to Support activities from PMO with Support Director.
•Perform web duties on http://www.myzolldata.com/ until that work is transitioned to the marketing team.
•Participate in RFP responses and meetings for new business.
•Support the vision, direction and culture of ZOLL, Operations, and Support as directed by upper management.
•Receive assigned activities and tasks from the Support Director as needed.
•Tracking and maintaining metrics for various areas of the support team to be determined with Support Director.
Qualifications:
*Must have previous supervisory experience in a professional setting, with responsibility for a minimum of 5 employees. This includes hire/fire authority, performance reviews, etc.
*Must have a positive personality that will motivate the team.
*Customer Service is critical in this role. You MUST be passionate about wanting to help our customers.
*Strong leadership skills, must know how to motivate and provide direction to employees.
*Previous call center or hospitality experience would be a plus.
*Technical exerience a plus (SQL Server 2005, Windows Server 2003, MS O/S, Crystal Reports)
*Strong communication skills. Must have the ability to communicate company views and objectives.
*Strong time management skills.
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Software Engineer (SE3) CommCAD - full time job in Broomfield, CO
Posted by: "bhanlen72" bhanlen72@yahoo.com
SUCCESS FACTOR SNAPSHOT FOR CommCAD Software Engineer (SE3)
Required technology: C#, .NET, SQL
S - Substantial Goal
Document, develop, unit test, build, install, configure, and demonstrate product software.
Use the GUI framework to create product service consumers.
Use the service creation framework to create product services.
Use process control elements in performance of work.
O - Obstacles
Lack of procedures and documentation to fully support goals.
A - Actions
•o Work with team to learn where documentation exists in Wiki.
•o Work with team to learn process control systems: StarTeam and Team Track.
•o Work using documentation to install product software on development machine.
•o Work using documentation to configure product software on development machine.
•o Work with documentation to create CommCAD development environment on development machine.
•o Work with documentation to build a panel into the GUI framework.
•o Work with documentation to build a service.
•o In all case, contribute to documentation, where lacking, in all actions above.
•o Derive technical specifications from marketing requirements.
•o Derive designs from technical specifications.
•o Derive developer test plans and/or unit tests.
R - Results (by the end of X business days ):
•o Training
•o 5 days on job: install software.
•o 10 days on job: Build complete service message, including stored procedures, service message, service consumer.
•o 20 days on the job: Install and configure new system from scratch.
•o 30 days on job: Complete and check-in unit tested feature of CommCAD 2.0.
•o Production
•o Post 30 days -production deliverables per assignments.
DESCRIPTION
Perform full life cycle software engineering for CommCAD product.
Duties: DUTIES AND RESPONSIBILITIES MIX
100% training first 4weeks.
100% production contribution thereafter. Spread across development tasks.
