Laboratory / OEM Hot Line Manager

Website Berman Larson Kane

Best Medical Technical Staffing Since 1980

Hotline Manager
City Parsippany
State NJ
Description Summary: Responsible for all aspects of Hotline support activity. Drives customer satisfaction through departmental operational excellence and continuous improvement. Leads Hotline Team to achieve full compliance to all Company policies and procedures.

Essential Duties & Responsibilities:

  • Drives customer satisfaction by creating a departmental culture of professionalism and teamwork, coupled with effective and timely issue resolution.
  • Creates and monitors Hotline metrics and data to proactively identify/resolve issues in order to drive continuous improvement.
  • Coordinates comprehensive and sustained training for Hotline staff to include all Company instruments and reagents.
  • Proactively monitors Hotline activity to ensure individual as well as departmental compliance to all applicable Company policies and procedures.
  • Monitors customer call and field intervention activity; and escalates all ongoing technical issues per SOP.
  • Responds to and resolves customer inquiries/issues regardless of complexity.
  • Creates long-term strategies for growth and maintenance of Hotline department, and makes budgetary recommendations to upper management.
  • In conjunction with Director of Field Support Group and other departments, responsible for FDA and ISO compliance within FSG related to all Hotline activities.
  • Special projects as assigned by the Director of FSG.
  • Manages all aspects of the Hotline including administration, scheduling, training and compliance,
  • Generates departmental metric and operational reports per required schedule.
  • Monitors CRM data for accuracy and¬†facilitates corrections as needed. Drives a team culture of continuous improvement related to CRM and data accuracy.
  • Ensures all issues relative to Hotline connectivity, (both in-house and remote), are properly escalated to the IT department.
  • Recommends/implements/trains SOP changes relating to the Hotline.
  • Functions as liaison to France for complaint handling.
  • Ensure proper resource availability by effectively managing PTO, training and other related departmental activity.
  • Comprehensively analyzes and assists Hotline Agents in resolving, non-routine or complex software, hardware, reagent and procedure problems. This includes Critical Part investigation and IMS process support as required.

Supervisory Responsibility:

  • Directly supervises employees in their area of responsibility.
  • Carries out managerial/supervisory responsibilities in accordance with the organization’s policies and applicable laws.
  • Responsibilities include interviewing candidates; hiring, promotion and transfer of employees in conjunction with the appropriate level of management and Human Resources; training employees;planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; terminating employees in conjunction with department director and Human Resources; addressing complaints and resolving issues.

Skills:

  • To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.
  • Ability to read, analyze and interpret professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and policy manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Demonstrated typing / key boarding skills.

Education & Requirements:

  • Bachelor’s degree in a related field from an accredited four-year college or university is required.
  • Medical Technology/Medical Lab Technology/Engineering is preferred.
  • 5+ years experience in Hemostasis required, including 3 to 5 years supervisory experience.
  • Prior experience managing a support center/Hotline is preferred. Prior Company product knowledge preferred.
  • MT/(ASCP) minimum, preferred.

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