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Senior Technical Assistance Center Manager

Req ID:  2102

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 Senior Manager, Technical Assistance Center ("TAC") is responsible for the successful operation and management of all TAC activities.  including phone support, chat/Email support, and Dispatch. The Senior Manager will continually evaluate and optimize workgroup, technology, and process design to ensure the highest quality and efficiency. The incumbent will be responsible for establishing and cultivating a positive and professional work environment to ensure that maximum productivity and quality goals are achieved. This will be accomplished through the development and management of all TAC staff including Central Dispatch via routine coaching and counseling by upline management, in addition to the successful collaboration with department peers.

Job Duties

* Coordinate and administer all levels of operations within TAC including, but not limited to, phone contacts, activity logs, and dispatch of repair personnel, to ensure a high level of customer service. 
 

* Manage multi-channel access such as Interactive voice response and email functions. 
 

* Manage department intake of regulatory complaint escalations, CAPA projects, and Voice of the customer responsibilities. Represent TAC in management review meetings.

 

* Partner with Regulatory to ensure compliance and to resolve customer complaints properly and swiftly.
 

* Create multimedia tools that lead to increased customer self-help and faster call handling times. 
 

* Develop Performance metrics and Quality Criteria for TAC Engineers to ensure superior customer satisfaction. 
 

* Develop methods to improve Olympus' image in local markets and work with sales, marketing and field service to implement customer-friendly procedures. 
 

* Develop technical expertise of the TAC group so they may provide First Call Resolution on as many customer issues as possible. 
 

* Administer department budget operations/facilities management, including travel and expense systems. 
 

* Supervise the recruiting, interviewing, hiring, and training additional personnel as required.  Identify proper staffing levels and scheduling of personnel. 
 

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

* Analyze and interpret specific business metrics/reports to maximize department productivity. 
 

* Review department Performance Management Evaluations to ensure timely submission, consistency, and fairness. 
 

* Serve as Program Manager representing the Technical Assistance Center in all Service Delivery activities.
 

* Perform all other duties as assigned by management.

Job Requirements

REQUIRED QUALIFICATIONS:

 

* Bachelor’s Degree or equivalent knowledge is required.

 

* Minimum 10 years’ experience as a Technical Support Call Center Manager or related field.

 

PREFERRED QUALIFICATIONS:

 

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

 

* Experience with similar customer base in the medical device industry.

 

* Excellent communications skills, both written and verbal.

 

* Experience in field service and sales support.

 

* Experience in telephone technical/sales support.

 

* Experience in preparing and delivering process launches and updates. 

 

* High degree of personal organization.

 

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

 

* Individual should possess a high degree of self-reliance, initiative, and creativity.

 

* Ability to work flexible hours when required.

 

* Individual must have demonstrated ability to work well under pressure.

 

* Strong leadership and motivational skills Strong multi-tasking capabilities.

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 || 


Job Segment: Information Technology, IT Manager, Mainframe, CAPA, Manager, Technology, Management

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