Supervisor, Technical Assistance Center (Doral, FL)
Sysmex America, Inc.Sysmex America, Inc.
September 25, 2018
Full Time - Experienced
Find 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 state-of-the-art 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 is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management 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 available for a Technical Assistance Center Supervisor. The Technical Assistance Center Supervisor is responsible for a team of Technical Assistance Center (TAC) representatives and the running the daily operations of the department. This includes overseeing systems, processes, training and scheduling of the TAC department for the purposes of supporting Sysmex customers for all product lines in the U.S. and Canada. The Sysmex TAC center is located at the SAI Headquarters in Lincolnshire, IL and is supported by TAC Representatives based in the headquarters and by Representatives based in home offices around the U.S. This presents challenges and opportunities in managing the activities of the team. The TAC Supervisor works closely with their direct reports to provide coaching, mentoring and guidance to support the career development of the TAC Representative. The Supervisor will work with a team of other supervisors to ensure department objectives are met, ensure consistency across the team and to identify and implement process improvements in the department.
Essential Duties and Responsibilities:
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 and performance objectives for TAC Representatives and mentor TAC representatives in the achievement of individual and shared team goals. Routinely assess performance and provide feedback.
Develop, maintain and adapt as required call routing protocols to effectively triage in-coming calls to the most appropriate level of skill-set available. Insure appropriate processes are followed to assess the problem definition and evaluate options prior to a decision to dispatch an FSR for on-site service. Develop reference guides and other decision-support technologies to assist calls so that all the appropriate questions and proper troubleshooting techniques have been implemented.
Work with supervisor team to accept and resolve all issues escalated from TAC representatives. Ensure all issues are pursued to a satisfactory resolution for Sysmex customers.
In cooperation with the TAC Manager, develop plans and procedures for the TAC department to improve telephone and implement remote-based service technologies to improve service delivery to the Sysmex user base.
Develop and implement a program to improve customer relationship skills, with particular emphasis on telephone etiquette. Meet with or call customers as required to intervene in escalated problem situations.
Insure full training of TAC staff and compliance with the policy for complaint handling. Insure complete and accurate documentation of all call records and support for any.
Monitor, maintain and establish standard operating procedures for the TAC department that cover all aspects of TAC responsibility to deliver consistent support for Sysmex customers. Ensure all procedures are in full compliance with the general policies governing Sysmex America Inc.'s Quality Management System and with the framework established by ISO 9001:2000.
Where necessary, take a lead role within the team on a specific area of TAC responsibility and participate in special projects with departments outside of TAC.
On a rotating basis provide on call support to the TAC team outside the hours of supervisor availability.
Other duties as may be assigned.
All Direct Reports
Technical Solutions Representatives
Technical Solutions Associates
Physical Risk: Regular exposure to risk that may require alertness, but with minimal precautions.
Physical Demands: Light physical effort. Routine handling of objects up to 20 pounds; prolonged (at least 50% of time) sitting, standing, keyboard or CRT work. May require periods of moderate discomfort due to noise, dust, lighting and/or other conditions.
Bachelors, or Technical equivalent and 5-10 years experience.
English and Spanish Profficient.
MS Office, MS Project skills.
Ability to make recommendations and defining actions in a clear and concise way. Ability to apply knowledge from various disciplines, and provide directions that lead to solutions.
Ability to problem-solve with comprehensive research, investigation and analysis. Ability to define and manage projects.
Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of sex, sexual orientation, gender identity, color, religion, national origin, disability, protected Veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.