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