Provides leadership and guidance regarding all technical operations by establishing standards and metrics and coordinating development of policies and procedures. Ensures communications are appropriate and thorough within Technical Services, interdepartmentally, and with other internal and external customers. Ensures that training and education materials are properly developed with appropriate content and delivery. Responsible for designing and implementing improved processes within Technical Services and assists other departments where such processes overlap. Operates as a subject matter expert for stakeholders and demonstrates technical, managerial, analytical, and communication knowledge and skills. Supports FMCNA's mission, vision, core values and customer service philosophy. Adheres to the FMCNA Compliance Program, including following all regulatory and FMCNA policy requirements.
Works closely with the Senior Director, Methods and Systems to support and maintain a system to evaluate and improve customer service at all levels of the Technical Service department.
Supports and maintains a series of Department Operating Guidelines to ensure professional behavior within the organization.
Supports the Senior Director, Methods and Systems with evaluating and providing solutions/answers for complaints and queries from stakeholders. Makes recommendations for evaluating and updating service standards based on outcomes of such activity.
Recommends changes to services to fulfill customer needs. This requires extensive knowledge regarding a variety of the field's concepts, practices, and procedures.
Develops and implements improvement plans for identified issues.
Works with representatives of various corporate departments including but not limited to Biomedical, Clinical Services, Regulatory, Quality, and Education. Assists with the goal of streamlining processes and minimizing duplication of efforts.
Collaborates with Biomedical Services and Clinical Services to improve operational policy and practice.
Collaborates with Education Department to establish training materials and methods in best practice and core subject matter utilizing continued evaluation.
Supports senior management. Examples of support include but are not limited to communicating, interpreting, and clarifying complex technical issues and concerns to senior executives.
Ensures continuous improvement of Technical Services metrics and systems (i.e. TMS).
Assists with developing and executing disaster preparedness initiatives.
Acts as Project Manager for internal initiatives.
Assists with establishing training procedures for new staff.
Ensures consistent content between training/education materials, policies and procedures as published, current industry knowledge and practices, and legal requirements such as CMS regulations.
Supports Technical Services participation with the development and implementation of Career Pathways.
The Technical Methods and Systems Manager will lead project groups and task force type short term team structures.
Responsible for driving the FMCNA culture through values and customer service standards.
Accountable for outstanding customer service to all external and internal customers.
Develops and maintains effective relationships through effective and timely communication.
Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
Networks with key contacts outside of area of expertise. Interacts with internal Value Based Support department heads, Biomedical Services department head and staff, Medical Department, Purchasing Department, Technical Services peers, Division and Group operations management teams, IMPAQ group, Renal Therapies Group. Interacts with external Equipment Manufacturers, Service Representatives, Local, State, and Federal Regulatory Agencies, Vendors.
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Determines methods and procedures on new assignments and may coordinate activities of other personnel (Team Lead).
Provides assistance to other staff with complex tasks that require considerable judgment and initiative.
May escalate difficult/complex issues to supervisor/manager for resolution, as deemed necessary.
Mentor other staff as applicable.
Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
Assist with various projects as assigned by a direct supervisor.
Other duties as assigned.
The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.
Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave and potential for performance-based bonuses depending on company and individual performance
