Immucor, Inc. Supervisor, Transplant Product Support in Atlanta, Georgia
Founded in 1982 and based in Norcross, GA, Immucor is a global leader in transfusion and transplantation diagnostics that facilitate patient/donor compatibility worldwide. Our mission is to ensure that patients in need of blood, organs, or stem cells get the right match that is safe, accessible, and affordable. The result is life changing for a patient in need of a transfusion or transplant. Our new corporate identity illustrates the right match of donors with patients in need of blood or an organ as well as Immucor’s partnership with healthcare organizations in need of innovation and productivity. With the right match, we can transform a life together.
We are seeking a Transplant Product Support Supervisor who will be responsible for developing and managing a team of highly skilled Technical Support (TS) Representatives by creating an environment based on a culture that encourages teamwork, creativity, and excellence. They will provide world-class support to customers, distributors, and partners. The Transplant Product Support Supervisor will also work closely with decision makers and other departments to regularly identify, recommend, and implement processes and procedures to enhance the customer experience and drive team efficiency.
If you enjoy troubleshooting and following up on product based complaints, then we want to hear from you. Apply today!
This position is not eligible for sponsorship for work authorization by Immucor, Inc. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time .
Supervisor, Transplant Product Support
Effectively lead and motivate a highly skilled team of TS Reps including training and the development of employee skills.
Provides supervision to the Technical Support staff associated with the transplant product lines.
Assist staff in managing customer inquiries and complaints.
Provide the highest level of service and support to our customers through prompt, efficient, and detailed responses.
Handle sensitive case escalations, applying customer service skills to directly resolve complex cases and help frustrated customers.
Ensure timeliness and quality of all communication and support to the customer.
Build and cultivate relationships with internal and external stakeholders to promote customer satisfaction and sustain business opportunities in the Transplant division.
Ensure processes are defined, communicated, and adhered to.
Lead the development of departmental procedures and/or work instructions. Rooting out inefficiencies, incorrect procedures, and practices.
Identify training gaps to improve performance.
Manages and oversees User Acceptance Testing (UAT)
Lead departmental investigations into product problems.
Implements special projects and validations, as needed.
Works closely with counterparts in Mountain View, Warren, and Waukesha to develop and implement customer support mechanisms
Work closely with sales and marketing to assist in product support and customer awareness
Performs departmental activities according to department procedures and work instructions.
Provide guidance and leadership to the TS team to ensure successful completes tasks within procedure or department-defined time frames.
Follows applicable laboratory OSHA regulations with respect to chemical hazards, blood-borne pathogens, safety, etc.
Interacts cooperatively with coworkers and managers and employees of other departments. Receives direction well from superiors
Implements special projects, as needed
Play a leading role for customer complaint investigation
Play a leading role for cross functional projects
Supervise the Technical Support staff for transplant
Supervisor, Transplant Technical Support
As a Supervisor, Transplant Product Support, you must be available to work irregular hours as necessary to investigate product problems or to meet processtransfer schedules.
Ability to travel up to 50%, to customer sites to assist with training and technical troubleshooting.
Ability to work irregular hours, including working after-hours on-call, evenings, weekends and holidays
Bachelors’ Degree in Biology, Microbiology, or related field
1 to 2 years supervisory experience
Transplant laboratory, Next Generation Sequencing, or medical device experience
Experience using and troubleshooting Immucor Transplant Products, highly preferred
Related job experience or training in customer support management and/or technical support in a highly regulated FDA environment
Strong written and oral communication skills
Knowledge of GMP, FDA regulations in clinical diagnostics market
Strong computer skills; experience with software programs used for data analysis strongly desired; database management experience a plus
Strong mathematical skills with the ability to calculate probability, statistical interference, and understanding of geometry and trigonometry.
Supervisor, Transplant Product Support
IMMUCOR, INC IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER; MINORITY/FEMALE/DISABILITY/VETS; DRUG FREE WORKPLACE
RESUMES SUBMITTED TO IMMUCOR FROM THIRD PARTY RECRUITMENT FIRMS WILL NOT BE CONSIDERED.
This position is not eligible for sponsorship for work authorization by Immucor, Inc. Therefore, if you will require sponsorship from us for work authorization now or in the future, we cannot consider your application at this time.
Immucor offers a comprehensive benefits package available on the start date of your employment, including:
Medical, prescription, dental, and vision insurance – we offer multiple plan options so you can determine which best suits your needs and the needs of your dependents
STD/LTD/Life insurance all 100% company paid
Voluntary life/accident/hospital indemnity insurance for yourself, spouse/domestic partner and dependents
Company matched 401k plan
Vacation/Company & Personal Holidays/Sick days
Where permitted by applicable law, all new hires must be fully vaccinated against COVID or have an approved Immucor exemption. Proof of vaccination status will be required on first day of employment.
Job Locations US-GA-Atlanta | US
Job ID 2022-3109
Category Customer Support/Sales