Mgr National Solutions Support

at Canon USA & Affiliates in Springfield, Illinois, United States

Job Description

Mgr National Solutions Support – req1215

OVERVIEW

Manage the National Solutions Support operations to ensure a high quality service to the Front Line organization and to promote prompt, cost effective resolution of technical issues.

RESPONSIBILITIES

+ Manage the National Technical Support, Sustaining Service and Solution Specialists staff required for development of standardized, cost effective support strategies including; on-site support, advanced support center, communications with Nasu Engineering and escalation to senior management.

+ Develop and implement creative technical programs that optimize customer satisfaction, improve productivity and/or grow the profitability of the Service business.

+ Manage development and maintenance of a technical knowledge base, key to cost effective implementation of Service business goals.

+ Lead in developing the analysis, corrective actions and continuous improvement activities related to the serviceability of CMSU product offerings. Create measurable results and sustainable improvement in Service cost productivity, increase Customer Satisfaction/Loyalty and improvement of bottom-line profitability.

+ Provide technical assistance for key business programs including InnerVision development, computer-based training and complaint handling.

+ Interface with top level field and HQ management on critical technical needs and opportunities.

+ Ensure FMIs are distributed and installed in a timely manner.

+ Assign staff as needed to provide product expertise for training course development.

+ Establish a staff that applies the highest level of technical product expertise toward resolving today’s issues in a manner consistent with CMSU best interest.

+ Manage all administrative functions and processes including the development of semi-annual budget process, full supervisory oversight and development and coaching of employees.

+ Promote, utilize and support remote diagnostics in assigned modalities.

+ Proactively drive process improvements throughout the Service and Product Engineering environments.

+ Manage process changes to minimize conflict and maximize benefit to CMSU that the change has on the business.

+ Manage modality specific Service business cost reduction initiatives for one or more modalities; while monitoring product Service costs.

+ Lead detailed written and verbal technical communications between concerned departments for critical issues related to design, performance and service.

+ Provide project leadership and establish schedules for departmental deliverables.

+ Manage and develop sustaining Service activities as CMSU liaison for product issues resolution.

+ Develop processes to track reliability information on all products, including show root cause/corrective action.

+ Develop a Product Surveillance plan that will gather information on all recently launched products to gauge customer acceptance and identify issues early in the life of the product. Be able to articulate these issues and drive corrective actions with all pertinent departments.

+ Provide escalation process support during new product launches.

+ Direct implementation and communication of product changes/enhancements.

+ Proactively support and participate in the CMSU MI2001 initiatives.

+ Responsible for the Solution Center strategic plan for for assigned modalities. Supply input to the InTouch Center Manager for operation strategic plans.

+ Personal contacts are of considerable importance inside and outside the company. Judgment and diplomacy are essential to avoid significant losses to CMSU.

+ Plan the department workload. Ability to track productivity.

+ Exercise autonomy and a high degree of initiative involving major programs and commitment within established timeframes.

+ Perform creative research work and development nature with few precedents or examples.

+ Develop working relationships with Marketing, Engineering, Manufacturing, Support Line and Front Line organizations.

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QUALIFICATIONS

+ Ability to travel both nationally and internationally.

+ Ability to develop and maintain effective internal and external working relationships.

+ Position duties involve making frequent decisions and frequent recommendations.

+ 4 Year / Bachelor’s Degree in an Electrical Engineering or related field or additional 5 years experience in the industry.

+ 5 years Experience in a leadership roll of a technical support operation, preferably on a national scope. Five years experience in electronic field service.

About us!

Canon Medical Systems USA, Inc., a world leader in diagnostic imaging, is in search of qualified candidates to fill our open positions. Canon Medical Systems offers a competitive salary and benefits package, we support a diverse workplace and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, sexual orientation, gender identity, religion, national origin, protected veteran status, or on the basis of disability. We invite you to join and become part of our Canon family.