Supervisor, Technical Assistance Center
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POST DATE 4/5/2011
END DATE 6/6/2011
Sysmex America, Inc
JOB DESCRIPTIONFind 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 stateoftheart 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 informationmanagement 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 for a Technical Assistance Center Supervisor. The Technical Assistance Center Supervisor is 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 presents particular technology challenges and opportunities. In addition, the Supervisor 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 (FTAC program) in support of the Sysmex customer base in Hematology and Urinalysis instrumentation. The Supervisor 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 Supervisor 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.
Essential Duties and Responsibilities:
1. Recruit, hire, train, coach, counsel, and develop associates for the Technical Assistance Center. Define specific skills requirements, including technical/product knowledge and telephone/customer communications skills. Prepare individual development plans for fulltime Technical Support Specialists and mobilize costeffective training, with particular emphasis on eLearning. Routinely assess performance and provide feedback.
2. Develop and implement a plan to equip and train all fieldbased FSRs with capability to connect remotely and receive call as part of the TAC when not assigned to onsite visits or other duties (FTAC 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 incoming calls to the most appropriate level of skillset available. Insure appropriate processes are followed to assess the problem definition and evaluate options prior to a decision to dispatch an FSR for onsite service. Develop reference guides and other decisionsupport technologies to assist with these types of calls so that all the appropriate questions 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 remotebased service technologies to improve service delivery to the Sysmex user base