Manager, Customer Support

FUJIFILM Healthcare Americas Corporation is on a mission to innovate for a healthier world, and they are seeking a Manager for their Customer Support team. This role involves supervising the Technical Assistance Center's daily activities and ensuring high-quality service to customers.

Responsibilities:

• Schedules all work assigned to the department and assigns TAC personnel to the appropriate shifts in order to provide optimum coverage to our customers
• Oversees and guides the work of the TAC personnel; maintains the quality and timeliness of work performed by the TAC; acts as a technical resource to the department
• Coaches and mentors department personnel; assists in the hiring process; evaluates performance of TAC personnel
• Assists with developing, collecting, tracking, and analyzing individual and department performance metrics
• Evaluates and improves TAC processes and tools
• Trains TAC personnel on the proper use of the call logging systems and databases, customer satisfaction "soft" sales skills and department policies and procedures; conducts department and individual training analysis
• Tracks and reports TAC activities (call volume, calls abandoned, call waiting time, calls closed, agent performance, call reporting, etc.) and provides regular status reports to management
• Monitors random telephone calls to determine adherence to established goals and objectives; takes corrective actions, when necessary
• Develops detailed knowledge of the Company's quality management systems, policies and procedures and FDA compliance requirements and ensures that all TAC personnel strictly adhere to all applicable regulations
• Maintains technical product knowledge and stays current with product trends, features and enhancements
• Records TAC hours worked in the timekeeping and payroll systems in accordance with applicable guidelines
• Plans, conducts, and attends meetings related to TAC business activities; documents and publishes outcomes, as appropriate
• Maintains a travel schedule that is consistent with the requirements of the position
• Performs projects, tasks and studies as may be requested by management
• Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards

Requirements:

• Minimum of an Associate degree, preferred Bachelor degree in related field
• Minimum of 5 years' experience troubleshooting complex electromechanical systems
• Experience servicing CR & DR systems