About MasterControl:

MasterControl Inc. is a leading provider of cloud-based quality and compliance software for life sciences and other regulated industries. Our mission is the same as that of our customers to bring life-changing products to more people sooner. The MasterControl Platform helps organizations digitize, automate and connect quality and compliance processes across the regulated product development life cycle. Over 1,000 companies worldwide rely on MasterControl solutions to achieve new levels of operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing and postmarket surveillance. For more information, visit www.mastercontrol.com.

Summary
MasterControl is seeking an experienced leader to join our Customer Support department to manage a team of highly technical Customer Support Engineers in the North America region. An ideal candidate would possess the ability to influence others as a leader and would have a heart of a teacher, driving passion and accountability within the organization. This role requires a detailed oriented individual that understands the needs and expectations of large tier customers, ensuring that our customers receive a consistent world class support experience. 

Coordinating Prioritizing 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. A preferred candidate would have a working knowledge of Support business operations, workflows and understand the fundamentals of resource capacity planning. 

Customer Engagement
Managers must be willing to engage with customers on escalated issues, defects, and critical situations with professionalism, and accountability. They are expected to set and manage proper expectations with customers and deliver to those expectations. They foster a relationship with other leaders to facilitate cross-departmental collaboration on projects. 

Metrics
Managers must be able to gather, analyze and represent performance metrics to an executive team. They understand the data being presented and can call out abnormalities, noise, signals, and trends in the data.

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

Responsibilities
•    Oversee and participate in the coaching of the team in Service Excellence, including proper client communication, issue escalation, solution delivery, and incident management
•    Promote and maintain a high quality, professional and service-oriented culture among staff
•    Act as the liaison between stakeholders/ C-level executives, business, and development teams to ensure customer needs and expectations are met
•    Manage schedules, and PTO to ensure adequate on-call, email, and self-service coverage
•    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 and or adhere to the departmental operations
•    Act as a point of contact for critical issues or politically escalated customers
•    Work cross departmentally on critical customer issues, improve process and ensure customer success
•    Facilitate team-building, 1:1 interviews, and career development
•    Set objectives and measure key results
•    Travel as needed
•    Work non-traditional hours as needed to facilitate company needs globally
•    Perform other duties as assigned
•    Must be able to deliver on departmental KPIs and OKRs for the department
•    On-call required for after-hours support as needed
•    Other duties as assigned 

Preferred Skills
•    Exemplify the behaviors they would like to see in others
•    Motivate individual team members to act, to improve continually
•    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 Sr. level and highly skilled Support Engineers and Subject Matter Experts 
•    Ability to plan, organize, and prioritize effectively to meet deadlines
•    MBA, BSCS, related degree, or equivalent experience
•    5+ years Managing a Technical Team
•    5+ years of experience in software service delivery required (SaaS preferred)
•    Extensive customer service experience or formal leadership training
•    Preference SCP, ITIL, HDI, KCS, IASSC Black Belt, or other specialized certifications
•    Life Sciences Clinical, Regulatory, Quality, Supplier, Manufacturing and/or MasterControl product knowledge preferred

Physical Demands and Working Conditions
•    Ability to operate a computer and work at a desk for extended periods of time
•    Ability to communicate effectively in writing, in person, over the telephone, and in e-mail
•    Ability to work non-standard hours and travel as required

Why Work Here?

#WhyWorkAnywhereElse?

MasterControl is a place where Exceptional Teams come together to do their best work. In fact, hiring Exceptional Teams is a core value of ours. MasterControl employees are surrounded by intelligent, motivated, and collaborative individuals. We like to call it #TheBestTeamOnThePlanet.

We work hard to develop and challenge our employees’ skillsets, recognize their contributions, encourage professional development, and offer a one-of-a-kind culture. This is why we say #WhyWorkAnywhereElse?

MasterControl could be your next (and last) career move!

Here are some of the benefits MasterControl employees enjoy:

• Competitive compensation
• 100% medical premium coverage (yes, you read that right!)
• 401(k) plan with company match
• Generous PTO packages that increase with tenure
• Schedule flexibility
• Fitness clubs (you get paid to have fun and be active!)
• Company parties and employee recognition programs
• Wellness programs (free Fitbit, gym membership and athletic shoe reimbursements, etc.)
• Onsite physician and massage therapist
• Innovation center and gaming rooms at the office
• Dental/vision plans
• Employer paid life insurance policy
• Much, much more!

Applicants must be currently authorized to work in the United States on a full-time basis.

MasterControl is an Equal Opportunity Employer. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact [email protected] or call (801) 942-4000 and ask to speak with a member of Human Resources.
Equal Opportunity Employer, including disability and protected veteran status.