| 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 America, Inc.
| Address: |
Please Apply Online
Mundelein,
IL 60060
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Website:
Click to Visit
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Contact Name: Human Resources
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.
Job Requirements
Bachelor's Degree in Business or Engineering - Operations management experience, 7+ years -Call Center experience helpful, technical troubleshooting with medical diagnostic equipment a plus -Analytical and technical skills used in strategic planning and forecasting -Excellent computer and systems skills -Ability to communicate effectively with all levels in the organization -Strong project and team management skills required.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Candidates Must apply via our web site.
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