ERT is seeking a Director, Client Help Desk in our Philadelphia Customer Care Center of Excellence to promote a productive and positive relationship with the support team, internal constituents from neighboring departments / organizations and external partners and customers. The core responsibility will be to ensure that World Class Customer Service is delivered to ERT customers and partners through the team. The right candidate will oversee the activities of both individual contributors and managers on the PHL team.
Further responsibilities include ensuring all departmental personnel within each region are operating effectively and that all teams are coordinated in their approach, as well as ensuring requirements, expectations and objectives are consistent and clear to all staff. The Director is a point of reference, guide and mentor for the team.
ERT is a global data and technology company that minimizes uncertainty and risk in clinical trials so that customers can move ahead with confidence. With nearly 50 years of clinical and therapeutic experience, ERT balances knowledge of what works with a vision for what’s next, so we can adapt without compromising standards.
Powered by the company’s EXPERT® technology platform, ERT’s solutions enhance trial oversight, enable site optimization, increase patient engagement and measure the efficacy of new clinical treatments while ensuring patient safety. Since 2014, more than half of all FDA drug approvals came from ERT-supported studies. Pharma companies, biotechs and CROs have relied on ERT solutions in 10,000+ studies spanning more than three million patients to date. By identifying trial risks before they become problems, ERT enables customers to bring clinical treatments to patients quickly — and with confidence.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
OTHER DUTIES AND RESPONSIBILITIES:
The duties and responsibilities listed in this job description represent the major responsibilities of the position. ERT reserves the right to amend or change these duties. Other duties and responsibilities may be assigned, as required. This job description and any attachments do not constitute or represent a contract.
QUALIFICATIONS AND SKILLS NEEDED:
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.