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Associate Manager, Technical Assistance Center

Req ID:  2345

Working Location: PENNSYLVANIA, CENTER VALLEY 

Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day. 
 
Let’s inspire healthier lives, together.

Job Description

The Technical Assistance Center (TAC) Associate Manager will administer and coordinate the overall activities of the Technical Assistance Center for internal and external customers concerning the entire range of Olympus products for the Medical Systems Group. The Associate Manager is responsible for the daily monitoring of the TAC employees to ensure department quality and performance standards are achieved. They will actively participate in the development of all direct reports through monitoring, auditing, coaching and counselling is needed. The Associate Manager will also ensure staff compliance with corporate guidelines and policies and serve as a primary resource for identifying and resolving customer issues.

Job Duties

* Coordinate and administer all levels of Technical Services operations, such as phone contacts, chat, activity logs, dispatch of repair personnel and remote support services to ensure a high level of customer service.

 

* Manage department handling of RA/QA complaint escalations, CAPA projects, and VOC responsibilities.

 

* Represent TAC at change control board meetings and management review meetings.

 

* Partner with RA to ensure compliance and bring any and all customer complaints to a swift and appropriate resolution.

 

* Manage FST knowledge management operations through staff and advanced tools so that rapid solutions are validated and posted in a systematic and secure method.

 

* Assign work to Engineers, review work and modify assignments, or recommend reassignments to the Senior Manager.

 

* Daily monitoring of direct reports.

 

* Provide coaching and counseling as required consistent with department guidelines.

 

* Assign work to Engineers and Dispatch review work and modify assignments, or Identify data to be cleansed to ensure the tools remain current and deliver value.

 

* Perform other duties as assigned.

Job Requirements

REQUIRED QUALIFICATIONS:

 

* Bachelor’s Degree in a Technical Discipline preferred, or equivalent knowledge.

 

* Minimum of 2 years experience as a Technical Support Engineering Team Leader, or equivalent evidence of supervisory ability.

 

PREFERRED QUALIFICATIONS:

 

* Solid working knowledge of PCs and related software and mainframe operations.

 

* Experience with similar customer base.

 

* Experience in field service and sales support.

 

* Experience in telephone technical/sales support.

 

* Experience in preparing and delivering product training, troubleshooting, and maintenance seminars.

 

* High degree of personal organization.

 

* Ability to interact effectively with sales and technical field personnel, all levels of management, and branch personnel.

We realize work isn’t just a job to you.

It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.

Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.

Olympus’ Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce overall costs, and enhance the quality of life for patients. Olympus’ Medical portfolio includes endoscopes, laparoscopes, and video imaging systems, as well as surgical energy devices, system integration solutions, medical services, and a wide range of endotherapy instruments for endoscopic and therapeutic applications. For more information, visit www.olympus-global.com.

Olympus…True To You. True To Society. True To LIFE.

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || Pennsylvania (US-PA) || Center Valley || 


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