FUJIFILM America · 4 hours ago
Manager, Customer Support
United States
Full-time
Remote
Mid, Senior Level
5+ years expFUJIFILM Healthcare Americas Corporation is on a mission to innovate for a healthier world, seeking a Manager for their Technical Assistance Center. The role involves supervising daily activities, ensuring high service levels, and coaching personnel while maintaining quality and compliance with regulations.
Artificial Intelligence (AI)Machine LearningMotion CapturePhotographyPrinting
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
Qualification
Required
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
Company
FUJIFILM America
For over 90 years, Fujifilm has found #ValueFromInnovation through expanding its portfolio to represent a broad spectrum of industries including medical and life sciences, electronic, chemical, graphic arts, information systems, industrial products, broadcast, data storage, and photography.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
unknown2006-06-13Acquired
Leadership Team
Deepak Mahulikar
Chief Technology Officer
Patrícia Colombo
Chief Compliance Officer
Company data provided by crunchbase