Careers

Technical Support Manager

Technical Services | Santa Ana | CA

Job Function:
We are hiring for a Technical Support Manager. This position is responsible for leading technical resolution issues related to challenges in the field in advancing products & services. This role will be responsible for managing and supporting the establishment of technical evaluations, and implementation of the products and services worldwide in all business lines. The Technical Support Manager will also have broad responsibility to review gaps in technical positioning and support by organization. This role will also have specific management responsibility to ensure the organization is addressing technical issues appropriately, regardless of origin. The Technical Support Manager will also have specific management responsibility to ensure technical and commercial groups are approaching customers consistently with regard to positioning of products and services in the USA, EU, Japan & China.

 

Job Duties:

  • Develop improved processes using frameworks and tools based on established project, quality and continuous improvement methodologies
  • In collaboration with other departments and managers, develop and maintain a priority list of technical improvement initiatives across the company gain agreement on resolution, resources and timing
  • Revise or create Technical Support SOPs based on feedback and data
  • Lead and manage Technical Support team
  • Coordinate and organize Technical Application Specialists to address technical issues with products or services
  • Coordinate internal resources and cross-functional teams to implement solutions to product issues or positioning
  • Develop and deliver relevant training to enable wide spread adoption of technical information and methodologies for commercial and support organization
  • Develop and oversee key performance indicators (e.g. SCARs, evaluations, etc.) to ensure improvement; Create measurement of indicators to track progress
  • Propose departmental spending plans, manage to approve necessary budget
  • Lead, manage, coach, develop and evaluate direct reports through regular one-on-one and team meetings
  • Conduct and document performance reviews (quarterly goals and annual reviews); make compensation recommendations for direct reports in accordance with Company policies and practices
  • Assess and evaluate training needs of direct reports; ensure training and development needs are met within department plans and budgets
  • Ensure all corporate and departmental policies and procedures are understood and followed by direct reports
  • Ensure legal and ethical principles and policies are understood and followed by direct reports
  • Participate on committees and special projects and seek additional responsibilities

 

Experience/Education:

  • Bachelor’s Degree in a Life Science related field; Higher level educational degrees (Masters or PhD) are desirable and may count towards experience
  • At least 10 years of relevant experience in a medical device company or related industry
  • Experience reviewing and supporting global & multi-national organizations for development and Technical Support management
  • Minimum five (5) years of experience in a regulated medical device environment
  • Experience with Mammalian Cell & Tissue Culture and Biochemistry
  • Prior Leadership and Decision Making experience
  • Financial Management experience
  • Outstanding communications and presentation skills
  • Ability to analyze situations with strategic and creative thinking skills
  • Knowledge of Microsoft Word, Excel, Outlook, MS Project, MS Access

 

Apply Now

 

Principals only. No recruiters please.

 

FUJIFILM Irvine Scientific is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local law.

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