Fujifilm - Concord, NH

posted 4 months ago

Full-time - Mid Level
Concord, NH
Machinery Manufacturing

About the position

The Manager, Technical Assistance Center at FUJIFILM Healthcare Americas Corporation is responsible for leading the Technical Assistance Center (TAC) to provide exceptional support to customers. This role emphasizes team unity, performance metrics, and customer focus, ensuring that the TAC meets customer needs effectively, even outside normal business hours. The manager will oversee team performance, handle escalations, and maintain high standards of service delivery.

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 relationships post-installation for designated high-visibility customers.
  • Acts as escalation point for issue resolution and provides leadership to a multi-disciplinary team for management of customer issues.
  • Schedules all work assigned to the department and assigns TAC personnel to appropriate shifts for optimum coverage.
  • Oversees and guides the work of TAC personnel, maintaining quality and timeliness of work.
  • Handles the entire team member hiring process and provides guidance and mentoring.
  • Monitors random telephone calls to determine adherence to established goals and objectives; takes corrective actions when necessary.
  • Ensures TAC personnel are trained on call center systems, customer satisfaction skills, and department policies.
  • Evaluates performance of team personnel and assigns training in line with developmental goals.
  • Evaluates and improves TAC processes and tools.
  • Assists with developing, collecting, tracking, and analyzing performance metrics.
  • Tracks and reports TAC activities and provides regular status reports to management.
  • Develops technical product knowledge of Synapse Applications for cross-application support.
  • Organizes and attends meetings related to TAC business activities; documents and publishes outcomes.
  • Handles various projects and tasks as requested by management.
  • Maintains a travel schedule consistent with position requirements.
  • Develops knowledge of quality management systems and ensures compliance with regulations.

Requirements

  • Bachelor's degree or equivalent industry-related work experience.
  • 3+ years of experience in the Medical Imaging industry, including 1-2 years in a managerial role.
  • Business analysis and creative problem-solving skills.
  • Exceptional verbal and written communication skills.
  • Ability to exercise independent judgment and make sound decisions in challenging situations.
  • Self-directed with excellent management skills, including hiring, mentoring, and conflict resolution.
  • 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.

Nice-to-haves

  • 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.

Benefits

  • Health insurance
  • 401k plan
  • Paid holidays
  • Flexible scheduling
  • Professional development opportunities
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