Manager, Technical Assistance Center - FUJIFILM Holdings America Corporation

FUJIFILM Healthcare Americas Corporation is a leading innovator in diagnostic and enterprise imaging solutions designed to meet the evolving needs of healthcare across prevention, diagnosis, and treatment. Fujifilm’s medical imaging portfolio includes solutions for digital radiography, mammography, computed tomography, magnetic resonance imaging, ultrasound, endoscopy, and endosurgery. The Synapse® Enterprise Imaging portfolio provides healthcare professionals with the imaging and data access needed to deliver a complete patient record. REiLI®, Fujifilm’s artificial intelligence initiative, combines Fujifilm’s rich image -processing heritage with cutting-edge AI innovations to inspire a new tier of clinical confidence. The In-Vitro Diagnostic portfolio provides the golden standard of molecular based immunoassay technology for liver surveillance, cutting edge clinical diagnostic chemicals for leading laboratories across the country and diagnostic chemicals for OEM white labeling products. The company is headquartered in Lexington, Massachusetts. For more information, please visit 

Job Purpose -The Manager, Technical Assistance Center is responsible for ensuring that the Technical Assistance Center (TAC) provides the highest level of support to our customers by building team unity and spirit, reinforcing the importance of schedule, strong work ethics, and customer focus; establishing standard performance metrics, schedules, and milestones; reliably executing on commitments; evaluating team and individual performance. To meet the needs of our customers, working outside normal business hours and holidays is required.

FUJIFILM is an equal opportunity and affirmative action employer.  All qualified applicants will receive consideration without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, disability, protected veteran status or any other characteristic protected by applicable federal, state or local law.

External US

Duties and 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 relationship post installation for designated high-visibility customers.
• Acts as escalation point for issue resolution. Provides leadership and collaboration to multi-disciplinary team for management of customer issues to full resolution.
• Schedules all work assigned to the department and assigns TAC personnel to the appropriate shifts to provide optimum coverage to our customers.
• Oversees and guides the work of the TAC personnel; maintains the quality and timeliness of work performed by the TAC; handles entire team member hiring process,
• Provides guidance, oversight, and mentoring of team resources.
• Monitors random telephone calls to determine adherence to established goals and objectives; takes corrective actions, when necessary.
• Ensures TAC personnel are trained on the proper use of the call center systems, customer satisfaction 'soft' skills, department policies and procedures, and department training tracking.
• Evaluates performance of team personnel and assigns training to team members in line with developmental goals.
• Evaluates and improves TAC processes and tools.
• Assists with developing, collecting, tracking, and analyzing individual, team, and department performance metrics.
• Tracks and reports activities of the TAC (call volume, calls abandoned, call waiting time, calls closed, agent performance, call reporting, etc.) and provides regular status reports to management.
• Develops technical product knowledge of Synapse Applications to allow for cross application support and interactions stays current with product trends, features and enhancements.
• Organizes, conducts and/or attends meetings (virtually and in person) related to TAC business activities; documents and publishes outcomes, as appropriate.
• Handles various projects and tasks that may be requested by management.
• Maintains a travel schedule that is consistent with the requirements of the position.
• Develops detailed knowledge of the Company's quality management systems, policies and procedures and FDA compliance requirements and ensures that all TAC personnel strictly adhere to all applicable regulations.
• Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards.

Qualifications:

Baseline Qualifications:

• Bachelor’s degree or equivalent industry related work experience
• 3+ years Medical Imaging industry experience including 1-2 years managerial experience.
• Business analysis and creative problem solving.
• Exceptional verbal and written communication skills
• Ability to exercise independent judgment and make sound decisions while engaged in a challenging situation.
• Self-directed with excellent management skills (hire/fire, mentoring, conflict resolution, reviews, salary administration, etc.)
• 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.

Preferred Qualifications:

• 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)

In addition to the above, all employees are expected to:

• Promote teamwork and cooperative effort.
• Help train and give guidance to peers/employees.
• Provide customers with the highest quality products and services.
• Understand and apply appropriate quality management system processes.
• Promote Company standards of business conduct.

Physical Requirements:

The position requires the ability to perform the following physical demands and/or have the listed capabilities.

• The ability to sit up 75-100% of applicable work time.
•  The ability to use your hands and fingers to feel and manipulate items, including keyboards, up to 100% of applicable work time.
• The ability to stand, talk, and hear for 75% of applicable work time.
• The ability to lift and carry up to ten pounds up to 20% of applicable work time.
• Close Vision: The ability to see clearly at twenty inches or less.

Travel:

• Occasional (10%) travel may be required based on business needs.