Immucor, Inc. Manager, Transplant Technical Support in United States

Overview

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 Transport Technical Support Laboratory Professional for a management position. If you enjoy the fast pace of call center operations and want to be responsible for managing and improving technical support procedures, 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 .

Customer Support Manager - Technical Support Manager - Transplant

Responsibilities

As Transplant Technical Support Manager, you will supervise the Technical Support Transplant team, ensuring the call center operates while keeping with best practices and customer calls are addressed in a timely fashion. Additionally, you will manage a field-based staff of Technical Specialists responsible for assisting and training customers in our Transplant product line.

Your duties in this management role will include:

  • Developing and maintaining performance measures to ensure a high level of efficiency and employee performance

  • Setting department policies necessary to meet business needs

  • Maintaining compliance with internal and external quality standards and regulatory requirements

  • Setting a standard of exceeding customer expectations and providing consistent stellar customer service

  • Implementing call center best practices

  • Ensuring timely resolution of corrective actions for regulatory or department audit findings

  • Ensuring adequate staffing

  • Recognizing and correcting personnel performance problems and implementing tracking performance improvement plans

  • Drafting and approving department standard operating procedures

  • Serving on cross functional teams to represent the Technical Support department

  • Mentoring staff on critical, technical, and customer issue escalations

  • Escalating issues to the department head as appropriate

  • Managing a staff of field-based Technical Specialists that provide on-site demos, product training, sales support and product implementation on a global basis

Customer Support Manager - Technical Support Manager - Transplant

Qualifications

As a Manager, you must have strong customer service and management skills to help set the vision for the Technical Support team. Our ideal candidate has an approachable style and positive attitude that will foster a sense of teamwork among staff.

Manager of Transplant Technical Support requirements:

  • Bachelors’ Degree in Biology, Microbiology, or related field

  • Masters’ Degree, preferred

  • Related job experience or training in customer support management and/or technical support in a highly regulated FDA environment

  • 1 to 2 years current leadership and/or management experience

  • Transplant laboratory, Next Generation Sequencing, or medical device experience, REQUIRED

  • Experience using and troubleshooting Immucor Transplant Products, highly preferred

  • Ability to work irregular hours, including working after-hours on-call, evenings, weekends and holidays

  • Ability to travel up to 50% both domestic and international

Customer Support Manager - Technical Support Manager - Transplant

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.

Job ID 2019-1949

Category Customer Support/Sales