Manager, Customer Support - Remote Eligible

Position Overview

This position is intended to supervise the Technical Assistance Center's (TAC) daily business activities in order to provide the highest level of service to our customers.

Company Overview

At FUJIFILM Healthcare Americas Corporation, we're on a mission to innovate for a healthier world, and we need passionate, driven people like you to help us get there. Our cutting-edge healthcare solutions span diagnostic imaging, enterprise imaging, endoscopic and surgical imaging, as well as in-vitro diagnostics. But we don't stop at healthcare; our Non-Destructive Testing (NDT) team harnesses advanced radiography solutions to keep transportation infrastructure, aerospace, and oil and gas assets safe and running smoothly. Ready to innovate, collaborate, and make a difference? Join us and bring your big ideas to life while working in a dynamic, flexible environment that fuels your creativity and drive. Our headquarters is in Lexington, Massachusetts, an inspiring healthcare research hub in a historic town. Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of "giving our world more smiles."

Job Description

Duties and 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.

Qualifications

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.

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 (up to 10%) travel may be required based on business need.

Salary and Benefits

$115,000.00 - $120,000.00 (DOE) 10% Bonus opportunity Medical, Dental, Vision Life Insurance 401k Paid Time Off

EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hcushr.department@fujifilm.com or (330) 425-1313).

Job Locations

US-Remote