Customer Technical Support Supervisor

Job Description:

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material, and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

This position will provide direct supervision to assigned employees through leadership, training, and development, allocating work assignments, reviewing progress in achieving objectives, and enforcing corporate policies and procedures.

The Impact You’ll Make in this Role
As a Customer Service Supervisor, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Manage day-to-day team operations, including workload assignments, SLA compliance, and quality standards.
• Monitor calls and case files daily, audit for resolution accuracy and adherence to targets.
• Provide ongoing coaching, mentoring, performance evaluation, and corrective action as needed.
• Handle staffing needs: hiring, onboarding, scheduling, and performance management.
• Manage backlogs, quality assurance, and daily escalations.
• Collaborating with business stakeholders to raise awareness and understanding of processes to identify opportunities.
• Participating in daily team meetings to discuss recent activities, daily activities, and barriers to completing work
• Having excellent organizational and time management abilities to ensure multiple tasks are completed by designated deadlines.
• Being Self-motivated and able to work effectively in cross-functional groups, and with internal and external customers.
• Implementing process improvements and/or creative solutions to work processes and tools.
• Determining trends and finding resolution by applying analytical skills for analysis and interpretation of data generated by company reporting systems, statistical results, or other information collection systems.

Your Skills and Expertise
To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

• High school diploma or Advanced College Student or Equivalent Experience.
• Customer Service or similar Knowledge and degree.
• 5 years’ experience in managing Customer Service teams.
• Strong written and oral communication skills in English and Canadian French are a must.
• Must be able to adapt to a rapidly changing environment.
• Ability to manage multiple, detailed tasks with urgency and accuracy to meet tight deadlines.

Soft skills:

• Leadership skills.
• Strong people-oriented leader.
• Team-oriented person who can focus on the details and quality.
• Customer focus.
• Collaborative Team player.

Technical skills:

• Analytical.
• Experience with generating, analyzing, and presenting data in an easy-to-understand format.
• Microsoft Office knowledge.
• Experience with high-volume data entry.

Additional qualifications that could help you succeed even further in this role include: (not mandatory)

• Experience leading Six Sigma Green Belt projects/teams or equivalent.
• Scrum/Agile knowledge

Work location:

• Hybrid (2 days in the office per week)
• Monday - Friday 2:00pm -10:00pm

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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