MANAGER, TECHNICAL ASSISTANCE CENTER
Company: FUJIFILM Corporation
Location: Springfield
Posted on: October 11, 2024
Job Description:
OverviewFUJIFILM Healthcare Americas Corporation is a leading
innovator in diagnostic and enterprise imaging solutions designed
to meet the evolving needs of healthcare across prevention,
diagnosis, and treatment. Fujifilm's medical imaging portfolio
includes solutions for digital radiography, mammography, computed
tomography, magnetic resonance imaging, ultrasound, endoscopy, and
endosurgery. The Synapse - Enterprise Imaging portfolio provides
healthcare professionals with the imaging and data access needed to
deliver a complete patient record. REiLI -, Fujifilm's artificial
intelligence initiative, combines Fujifilm's rich image -processing
heritage with cutting-edge AI innovations to inspire a new tier of
clinical confidence. The In-Vitro Diagnostic portfolio provides the
golden standard of molecular based immunoassay technology for liver
surveillance, cutting edge clinical diagnostic chemicals for
leading laboratories across the country and diagnostic chemicals
for OEM white labeling products. The company is headquartered in
Lexington, Massachusetts. For more information, please visit
healthcaresolutions-us.fujifilm.com .Job Purpose -The Manager,
Technical Assistance Center is responsible for ensuring that the
Technical Assistance Center (TAC) provides the highest level of
support to our customers by building team unity and spirit,
reinforcing the importance of schedule, strong work ethics, and
customer focus; establishing standard performance metrics,
schedules, and milestones; reliably executing on commitments;
evaluating team and individual performance.To meet the needs of our
customers, working outside normal business hours and holidays is
required.FUJIFILM is an equal opportunity and affirmative action
employer. All qualified applicants will receive consideration
without regard to race, color, national origin, sex, gender
identity, sexual orientation, religion, disability, protected
veteran status or any other characteristic protected by applicable
federal, state or local law.External USDuties and
Responsibilities:
- Maintains a customer-focused organization which exceeds
customer expectations.
- Manages multiple conflicting customer needs, including planned
activities and unplanned emergencies.
- Establishes and owns positive customer relationship post
installation for designated high-visibility customers.
- Acts as escalation point for issue resolution. Provides
leadership and collaboration to multi-disciplinary team for
management of customer issues to full resolution.
- Schedules all work assigned to the department and assigns TAC
personnel to the appropriate shifts 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; handles
entire team member hiring process,
- Provides guidance, oversight, and mentoring of team
resources.
- Monitors random telephone calls to determine adherence to
established goals and objectives; takes corrective actions, when
necessary.
- Ensures TAC personnel are trained on the proper use of the call
center systems, customer satisfaction soft skills, department
policies and procedures, and department training tracking.
- Evaluates performance of team personnel and assigns training to
team members in line with developmental goals.
- Evaluates and improves TAC processes and tools.
- Assists with developing, collecting, tracking, and analyzing
individual, team, and department performance metrics.
- Tracks and reports activities of the TAC (call volume, calls
abandoned, call waiting time, calls closed, agent performance, call
reporting, etc.) and provides regular status reports to
management.
- Develops technical product knowledge of Synapse Applications to
allow for cross application support and interactions stays current
with product trends, features and enhancements.
- Organizes, conducts and/or attends meetings (virtually and in
person) related to TAC business activities; documents and publishes
outcomes, as appropriate.
- Handles various projects and tasks that may be requested by
management.
- Maintains a travel schedule that is consistent with the
requirements of the position.
- 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.
- 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.Qualifications:Baseline Qualifications:
- Bachelor's degree or equivalent industry related work
experience
- 3+ years Medical Imaging industry experience including 1-2
years managerial experience.
- Business analysis and creative problem solving.
- Exceptional verbal and written communication skills
- Ability to exercise independent judgment and make sound
decisions while engaged in a challenging situation.
- Self-directed with excellent management skills (hire/fire,
mentoring, conflict resolution, reviews, salary administration,
etc.)
- Strong interpersonal, team building and leadership skills
- Resourceful and thorough with a strong sense of urgency.
- Proven ability to motivate, lead and direct personnel in a
matrix work environment.Preferred Qualifications:
- Knowledge of the Synapse product line
- Knowledge of Windows OS (Microsoft Server 2008, 2012, 2016+),
networking, SQL Server and Oracle
- Understanding of DICOM, HL7, SQL, networking, server, and other
applicable technologies.
- Knowledge of distributed datacenter Security from a remote
support perspective (security certifications are highly
desirable)In addition to the above, all employees are expected to:
- Promote teamwork and cooperative effort.
- Help train and give guidance to peers/employees.
- Provide customers with the highest quality products and
services.
- Understand and apply appropriate quality management system
processes.
- Promote Company standards of business conduct.Physical
Requirements:The position requires the ability to perform the
following physical demands and/or have the listed capabilities.
- The ability to sit up 75-100% of applicable work time.
- The ability to use your hands and fingers to feel and
manipulate items, including keyboards, up to 100% of applicable
work time.
- The ability to stand, talk, and hear for 75% of applicable work
time.
- The ability to lift and carry up to ten pounds up to 20% of
applicable work time.
- Close Vision: The ability to see clearly at twenty inches or
less.Travel:
- Occasional (10%) travel may be required based on business
needs.Job Locations USPosted Date 6 days ago (10/3/2024 10:03
AM)Requisition ID 2024-28004Category Customer
Service/SupportCompany (Portal Searching) FUJIFILM Healthcare
America Corporation
Keywords: FUJIFILM Corporation, Belleville , MANAGER, TECHNICAL ASSISTANCE CENTER, IT / Software / Systems , Springfield, Illinois
Didn't find what you're looking for? Search again!
Loading more jobs...