人材紹介株式会社エム・アール・アイ・ジャパン / MRI JAPAN Inc.
カスタマーサービス - カスタマーサービス/カスタマーサポート
IT関連（その他） - カスタマーサポートエンジニア
IT関連（その他） - IT ヘルプデスク
•Monitor and guide customer operators and internal teams in providing the quality of applications support to end users of the company. Will provide mentoring, feedback on performance related issues and may be involved in the process of counseling end users and internal teams to improve performance; will conduct Technical Performance Assessments as required.
•Responsible for daily applications support for customers he/she is responsible for through self, associates and internal teams.
•Adhere to procedures and protocols outlined by Global Service and Training （GS＆T） organization and the company. Manage compliance with Quality systems. Responsible for collaborating with Global colleagues in providing inputs on SOPs, work instructions, and forms. Provides input into technical bulletins and/or field service bulletins as necessary. Responsible for communicating about new or revised documentation to internal and distributor teams ＆ customers as appropriate.
•Customer Service – Plan and participate in user meetings and key congresses as a key technical resource. Participate in customer technical review process and scheduling. Collaborate with Supply Chain, Marketing and other functions to optimize customer order configuration and Reagent Utilization as necessary.
•Escalation of Customer Needs － openly communicate with other groups within the company to assure rapid resolution of issues raised by customers; active lead in follow up of issues brought forward by GS＆T associates, including root cause investigations
•Monitor assay performance and quality issues and perform trending analysis for escalation of potential quality issues to manufacturing via the escalation process.
•Administrative – Maintain timely records of customer complaints and interactions in service reporting CRM system. Identify and make recommendations for improvements to products, functions, and processes
•TAS will support Supply Chain functions in determining correct inventory level of assay reagents supply lines.
•TAS will conduct advanced troubleshooting in conjunction with Field Service Engineers to provide complete resolution of complaints and issues to customers and distributor technical teams.
•TAS will ensure transfer of all relevant information on investigation of complaints and potential MDRs to QC
•TAS will provide performance feedback on key customer site performance, distributor support performance to National or Regional Technical Manager
•This role covers Japan territory. However may require travel outside of these countries for meetings or other projects as assigned by the GST Head.
Medical Technology certification or degree or related medical or life science back－ground, OR High Level of performance as TAS.
Native level verbal and written business communication in Japanese.
Excellent communication and presentation skills in Japanese and English.
・Minimum of 5－10 year’s experience supporting highly complex diagnostic equipment and assays in a medical or clinical laboratory environment, blood screening center or an equivalent facility.
・Demonstrated, superior expertise in supporting highly complex diagnostics solutions.
・Excellent organizational, record keeping and inventory skills required.
・Knowledge of GMP, ISO and other certifying agency policies and regulations.
・Good People and Process management skills
・Strong knowledge of chemistry principles and chemical handling techniques
・Proficient with Microsoft applications and familiar with computerized call handling systems.
・Excellent analytical and troubleshooting skills.
・Self－motivated and self－directed, with strong interpersonal and communication skills, and the ability to communicate technical information effectively.
・Position will be based in the field with up to 70％ travel required. Candidate must have ability to travel outside assigned geographic area. As needed, will cover additional geographic regions to facilitate significant service requirement of customer base.
・Work hours are flexible, not conforming to a standard 40 hour work week; candidate must be accessible for contact by phone and cover rotations for weekend/holiday on－call. Candidates will work from a company office or home office as required.
・Experience with delivery of technical training will be an additional advantage.
・Background in working in a medical diagnostics laboratory, or blood bank will be an additional advantage.
|英語能力||ビジネス会話 (TOEIC 735-860)|
|年収||日本・円 600万円 〜 700万円|