Team Lead, Technical Analyst - Surrey - Henry Schein One Canada

    Henry Schein One Canada
    Henry Schein One Canada Surrey

    1 week ago

    Description

    Henry Schein One is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care.

    Henry Schein One Canada has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. As part of Henry Schein One, our products support the Canadian Dental Practice Management and Global Academic-Dental markets. Our on-premises products are well established with strong customer loyalty while our cloud product customer base is growing every year.

    About the Opportunity


    We are seeking a Team Lead, Technical Analyst to join our HSOne's Dental Academic support team for a 12-month contract. As a frontline leader you will be responsible for the work and performance of a team of direct reports along with project managing support initiatives. This role is an excellent opportunity for an individual who has excelled in a technical customer-facing role or technical project management and is looking to improve their people management skills.

    In this role, you will lead the day-to-activities of a team of Technical Support Analysts providing Tier 2 support to our clients, ensuring prompt speed of service and problem resolution. You will also own the project management execution of new support initiatives designed to drive support efficiency and the success of our clients who are utilizing new and updated product features.

    This is a highly collaborative role that will work closely with our Product, Engineering, Professional Services, Technical Services, and Customer Success Teams.

    At Henry Schein One Canada, you will be part of a culture that embraces ownership, collaboration, and creativity and allows you to impact our company's success directly. As an team member, you will embrace open communication and be part of a flexible, high-performing environment.

    Availability


    This is a hybrid role, with one day in office, to facilitate brainstorming and team building. Our office is located across from Guildford Mall, in Surrey, BC.

    Key Responsibilities


    Project Planning & Scope Management

    • Participate in planning support project objectives, scope, and success criteria.
    • Execute project plans ensuring timelines and objectives are met.
    • Align project goals with organizational strategy.
    • Lead, coach, and support the daily operations of the technical support team
    • Hire, onboard, train, and mentor support staff.
    • Monitor and evaluate team performance, ensuring adherence to SLAs.
    • Provide coaching and development opportunities to improve skills.
    • Foster a collaborative, innovative, and learner-focused team culture
    • Act as an escalation point for complex technical and customer service issues.
    • Ensure timely and effective resolution of customer problems.
    • Maintain a customer-centric approach and high satisfaction levels.

    Operational Oversight

    • Manage ticket queues and prioritize cases according to SLA guidelines.
    • Track and analyze support metrics (KPIs) to identify trends and improve processes.
    • Implement process improvements for efficiency and quality.

    Cross-Functional Collaboration

    • Work closely with engineering, product management, and Customer Success teams to resolve complex issues.
    • Provide feedback for product improvements based on customer interactions.

    Execution & Delivery

    • Oversee day-to-day project activities across all phases: initiation, planning, execution, monitoring, and closure.
    • Ensure deliverables meet quality standards and deadlines.

    Stakeholder Communication & Reporting

    • Provide regular status updates and transparent reporting.
    • Manage expectations and maintain strong client relationships.

    Qualifications & Requirements

    • 5 years' experience in technical project management or a technical customer-facing role.
    • Familiarity with application support, databases, and system administration.
    • Experience in training, onboarding, and mentoring technical staff.
    • Demonstrated experience coaching peers or direct reports and leading by example.
    • Successfully planned and executed 5 project plans: Developed timelines, allocated resources, and managed risks.

    We try to make our process as simple as possible while still giving us opportunities to learn about each other.

    • Intro/screening call with Talent team
    • Short online behavioural and cognitive assessment
    • Virtual interview with Hiring Manager
    • Onsite Panel Interview with hiring team including a short presentation.

    The posted range for this position is between $76,000 - $92,500 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

    Our benefits also include:


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