Travel up to 25 %

Our location in Dallas, TX currently has an opening for a Call Center Section Manager. Responsible for implementing and maintaining the effectiveness of the quality system.

What You’ll Work On

• Supervise a technical customer support group (approximately 10-18 people) in a blended inbound / outbound technical call center environment.
• This organization is the first line of communication from US ADD customers seeking technical help and support with their ADD products / delivery technologies.
• This front-line group is made up of degreed professionals with a high level of technical expertise, training and education required to provide effective and timely troubleshooting and resolution of customer’s technical problems relating to ADD products, consistent with our Quality Systems and FDA guidelines.
• Responsible for implementing and maintaining the effectiveness of the quality system.
• Supervise their technical support group as the unit responsible to receive, assess, analyze, resolve and
• document customer’s technical issues and product complaints, per FDA and Quality Systems requirements.
• Supervise a group responsible for providing technical subject matter experts for the development of content and delivery of customer training in-house, on-site or by phone for their area of products / delivery platforms.

Sphere of influence:

• Leadership of a team of highly technical professionals: 10 - 18.

Product Scope:

• Accountable for providing technical customer support of multiple product families and delivery.
• technologies and related processes, representing $20mm to $50mm in annual sales.

Quality / Regulatory Compliance:

• Ensures effective cGMP/ISO practices across their group to achieve division and FDA compliance.
• Recommends improvements to division and regulatory/quality policies.
• Goal Accomplishment: Translates organizational goals into business goals.

Financial:

• Accountable for financial performance relating to their area.
• Negotiates and rationalizes resources.

Decision-making:

• Makes timely technical, operational, and business decisions with high risk or consequences to the business.

Example: One national account or key account can represent $5-20mm in annual sales.

Customer Relationships:

• Cultivates relationships with internal and external customers. Has direct impact and influence affecting customer relationships across multiple US market segments (hospital labs, reference labs, blood banks, physician’s offices), with a direct impact on thousands of US customers, including the highest profile and influential accounts.

Required Qualifications

• Bachelor’s degree in Life Sciences, Medical Technology, Engineering, or related fields.
• This level of education is necessary to effectively manage a technical
• help desk call center environment supporting a wide range of customers in the health care industry across multiple product platforms, in a highly regulated (FDA) environment.
• Technical product expertise with various diagnostic products and delivery platforms.
• Knowledge and experience in supervising operations directly impacted by Quality Systems, cGMP requirements and high-level FDA scrutiny.
• Call Center operations knowledge and awareness, including understanding of technology systems for mission critical operations (phone system), awareness and effective utilization of critical call center metrics and their interrelationships in balancing productivity and call quality, call flows, hand-offs and call handling processes and techniques.
• Proven ability to coach and develop others.
• Experience with resource planning and personnel administration.
• Knowledge of regulations and standards affecting IVDs and Biologics

Preferred Qualifications

• Master’s degree
• Technical call center expertise is highly desirable.

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The base pay for this position is

In specific locations, the pay range may vary from the range posted.