Customer/Technical Support Manager
August 16, 2021
Based in Oakland, NJ, Topcon is a comprehensive diagnostic device manufacturer within the worldwide eye care community. It introduced the world's first commercial back-of-the-eye Spectral Domain (SD) and Swept Source (SS) optical coherence tomography (OCT) systems, which have driven innovation in eye care.
More recently, to develop the most efficient, pragmatic and state-of-the-art solutions, Topcon formed a new strategic division, Topcon Healthcare Solutions, whose primary objective is to create world-class software solutions for the eye care industry and beyond. The company's products enable the collection and visualization of a wide range of imaging and clinical data while providing quantitative and clinical analysis capabilities.
Topcon's software gives clinicians access to patient exam data captured from OCTs, Visual Fields, Fundus Cameras, and other Topcon and third-party devices. Topcon leverages its new data management system called Topcon Harmony, where practitioners gain access to both DICOM and non-DICOM information stored in a central, cloud-based environment. Additionally, Topcon now provides an integrated service that connects practitioners to an extensive network of reading services to assist in the management of sight-threatening eye diseases.
Job Purpose:
The Call Center Manager is responsible to manage TMS Call Center Staff, improve customer satisfaction, address customer complaints, escalating technical issues to engineering or products vendors. Working closely with sales team to address their customers technical requests.
Job Duties:
Job Requirements:
Topcon is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
More recently, to develop the most efficient, pragmatic and state-of-the-art solutions, Topcon formed a new strategic division, Topcon Healthcare Solutions, whose primary objective is to create world-class software solutions for the eye care industry and beyond. The company's products enable the collection and visualization of a wide range of imaging and clinical data while providing quantitative and clinical analysis capabilities.
Topcon's software gives clinicians access to patient exam data captured from OCTs, Visual Fields, Fundus Cameras, and other Topcon and third-party devices. Topcon leverages its new data management system called Topcon Harmony, where practitioners gain access to both DICOM and non-DICOM information stored in a central, cloud-based environment. Additionally, Topcon now provides an integrated service that connects practitioners to an extensive network of reading services to assist in the management of sight-threatening eye diseases.
Job Purpose:
The Call Center Manager is responsible to manage TMS Call Center Staff, improve customer satisfaction, address customer complaints, escalating technical issues to engineering or products vendors. Working closely with sales team to address their customers technical requests.
Job Duties:
- Managing TMS Call Center staff and day to day work
- Create and review Call Center SOP and Work Instruction to improve efficiency
- Provide advanced level of support to clients in answering inquiries via telephone.
- Provide remote assistance via internet connection.
- Helps create technical and customer care skills resource documents for Technical Support team.
- Work independent and proactive on technical matters.
- Resolve customer complaint issues in a timely manner
- Liaison to engineering to solve unique failures or advance technical issues.
- Part of the interviewing process of hiring Call Center new technicians.
- Monitor Call Center KPIs and provide weekly report such as Number of calls, Cases, RMAs, NPS etc.
- Manage Special Customer Care Projects
- Improve Call Center efficiency with utilizing new technologies
- Promote positive customer care culture to improve Topcon customer satisfaction
- Working closely with strategic accounts
Job Requirements:
- Requires BS Degree
- Course work in call center management.
- Familiar with CRM such as Salesforce
- Familiar with MRP such as SAP
- Advance Microsoft Office Skills Excel, Word, VISIO etc.
- Exemplary written & verbal communication skills.
- Exemplary organization skills.
- Negotiation, people, and critical thinking skills.
- Ability to deal effectively with customers.
- Must be able to multitask, quickly analyze and resolve specific problems.
- Must be very flexible, decisive and must have the ability to work without supervision
Topcon is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.