Manager, Training and Quality - Customer Operations
Lincolnshire, IL 
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Job Description
Manager, Training and Quality - Customer Operations
Job Location(s) US-IL-Lincolnshire
# of Openings 1
Job ID 2021-2327
Category Customer Service/Support
Overview

Find a Better Way...

...to use your skills and experience.

This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.

...to improve the lives of others.

Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.

...to build a promising future.

Responsibilities

We currently have a great opportunity available for a Manager, Training and Quality - Customer Operations. This position is responsible for the organizational training and quality strategy for all Customer Operation team verticals and will oversee its implementation and assess its outcomes. The Training and Quality Manager will identify training and developmental needs and drive suitable training initiatives that build loyalty to Sysmex.

The Training and Quality Manager will be responsible for training of all personnel within the team including new hire training and training for personnel as they move to different positions within the team. As the trainer, the Manager will have a set program to ensure quality assurance of all transactional activities and will work directly with the managers on related issues for all QA interactions. The incumbent will also develop (or supervise the development) and manage all documentation associated within the group including training documentation, work instructions, COPs, etc. The incumbent will encourage and demonstrate team leadership, customer satisfaction, teamwork, and collaboration across groups. Candidates should possess advanced communication, training, communication (written and oral), project management, and analytical abilities. Candidates must have knowledge of commonly used concepts, practices, and procedures within training and quality and should be able to perform their duties based on instructions and pre-established guidelines. The Manager will perform a variety of complicated tasks and be able to work independently as well as in a team environment. A wide degree of creativity and latitude is required. The incumbent will act as a back up to all other line Supervisors within the team on an as needed basis.

Essential Duties and Responsibilities:

    Administer training programs for both new and existing Customer Operations associates. This includes Customer Service, Sales Contracts, Service Contracts and Collections.
  1. Identify and assess future and current training needs through job analysis, career paths, and consultation with line managers.
  2. Research new training tools, supplies, and materials that can enhance training procedures while providing value to employees.
  3. Deploy a wide variety of training methods.
  4. Research issues and communicate findings to alleviate problems, inconsistencies, and improve overall customer satisfaction levels. Reports current trends and makes recommendations for improvement through coaching and/or training.
  5. Ensure Quality procedures, standards, documentation and reporting are maintained, updated and in compliance with quality performance standards. Responsible for developing, implementing, and managing an ongoing quality assurance program within each team.
  6. Track training/quality trends and make necessary changes to current programs.
  7. Develop new training courses associated with the introduction of new products and services with supervision.
  8. Demonstrate leadership within the group. Act as a valuable team member, contributing and supporting others, acting as a back-up Supervisor as needed.
  9. Possess senior level knowledge and experience with SYSMEX products and processes; senior level knowledge of order processing, A/R, inventory concepts and impact, contract set up and delivery, and financial implications.

Physical Risk: No unusual exposures to risk.

Physical Demands: No unusual physical effort, strain or discomforts.

Qualifications
  • Bachelor's degree or 10 years required experience in Management level training and quality leadership for Customer Service, Contracts, and/or Collections. Project Management and Supervisory experience a plus, including experience in the Armed Forces.
  • Solid ERP OE and A/R understanding.
  • Demonstrated knowledge of LMS systems. Lessonly experience preferred.
  • Excellent communication skills a must.
  • Microsoft Suite - Intermediate to Advanced.
  • Strong attention to detail. Outgoing personality.
  • Advanced written, verbal, and non-verbal communication skills.
  • After understanding the business flow, must be able to translate into training and quality programs.
  • Project management ability.
  • Advanced problem-solving ability.
  • Proven leadership skills.
  • Account analysis abilities.

Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, age, sex, sexual orientation, gender identity or expression, color, religion, national origin, genetics, disability status, protected veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
10+ years
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