| Technical Assistance Center Manager |
Job Location:
Metro Area: |
Mundelein, IL
IL - Chicago
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Category: |
Call Center Operations
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Contact Info |
Company Name: Sysmex
| Address: |
Sysmex America, Inc.
Mundelein,
IL 60060
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Website:
Click to Visit
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Phone: 847-996-4500
Fax: 847-996-4693
Apply: Submit Resume Now
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Job Description:
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Find a Better Way...
...to use your skills and experience.
This is the time to let your talent come to life. To maximize your knowledge
and use it for the greater good. To work with the best professionals using
state-of-the-art technology, and improve lives with your innovative ideas
and ambitious dreams. Find a better way: the Sysmex Way.
...to improve the lives of others.
Headquartered in Kobe, Japan, Sysmex America is located in Mundelein, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.
...to build a promising future.
We currently have a great opportunity available for a Manager, Technical
Assistance Center, responsible for the systems, processes, training and
staffing of the Technical Assistance Center (TAC) supporting customers of the IVD product line in the U.S. and Canada.
Most of staff dedicated to TAC work from home offices around the U.S., i.e.
remotely; scheduling, monitoring and managing their activities present particular technology challenges and opportunities.
In addition, the Manager of TAC will coordinate with District Service Managers to equip, train and deploy Field Service Representatives unassigned to other duties so that they may contribute available hours to TAC (F-TAC program) in support of the Sysmex customer base.
The Manager of TAC, directly and through others, will deliver live answer and call resolution rates that consistently generate high customer satisfaction, and will periodically monitor customer calls as part of improving the overall performance of TAC.
The manager will monitor call activity and deploy resources as required to achieve response goals, and provide detailed call statistics and trend analysis of key performance indices. Anticipate, determine requirements for, and identify scheduling and call center technologies to improve performance of TAC.
1. Recruit, hire, train, coach, counsel, and develop associates for theTechnical Assistance Center. Define specific skills requirements, including technical/product knowledge and telephone/customer communications skills. Prepare individual development plans for full-time Technical Support Specialists and mobilize cost-effective
training, with particular emphasis on eLearning. Routinely assess performance and provide feedback.
2. Develop and implement a plan to equip and train all
field-based FSRs with capability to connect remotely and receive call as part of the TAC when not assigned to on-site visits or other duties (F-TAC program. Develop and maintain a process to engage all FSRs with more than one year of experience. Insure certification of such FSRs on the Metrix Call Center Support Module. Provide fixed schedules for all three shifts including weekend coverage.
3. Develop, maintain and adapt as required a call routing protocol to
effectively triage in-coming calls to the most appropriate level of skill-set available. Insure appropriate processes are followed to assess the problem definition and evaluate options prior to a decision to dispatch an FSR for on-site service. Develop reference guides and other decision-support technologies to assist with these types of calls so that all the appropriatequestions and proper troubleshooting techniques have been implemented. In cooperation with the Director of Technical Support, develop a process to review and screen calibration or Quality Control related calls by resource staff prior to dispatch.
4. In cooperation with others, develop plans and procedures for
the TAC department to improve telephone and implement remote-based service
technologies to improve service delivery to the Sysmex user base. In cooperation with District Service Managers, develop or revise policies and procedures for Field-TAC FSRs deployment in various geographies.
5. Prepare annual plans for expenses and budgets and provide routine activity reports to management. Achieve assigned objectives.
6. Perform field travel to meet with remote agents(TSSs) to assess work environments and encourage staff development. Develop and
implement a program to improve customer relationship skills, with particular
emphasis on telephone etiquette. Meet with or call customers as required to
intervene in escalated problem situations.
7. Insure full training of TAC staff, both full-time and F-TAC, and compliance with the policy for complaint handling. Insure complete and accurate documentation of all call records and support for any investigation.
8. Establish, monitor and maintain procedures that insure proper, consistent documentation, access to information and document
retention and management among TAC and F-TAC staff. Conduct periodic audits and inspections.
9. Establish and maintain full and complete documentation of all processes application to the operation of the Technical Assistance Center, and insure such procedures are in full compliance with the general policies governing Sysmex America Inc.’s Quality Management System and with the frameworkestablished by ISO 9001:2000.
10. Other duties as requested
Candidates Must apply via our web site.
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