Are you an experienced Medical Technologist? Are you tired of working weekends and holidays? Would you like to take care of our customers while managing MMQCI's fantastic Customer Service team? If YES, contact us right away!
POSITION TITLE: Customer Service Manager
The Customer Service Manager is responsible for the oversight of all activities performed by MMQCI’s excellent Customer Service team. Those activities include order processing, general customer assistance, maintenance of customer database, technical support, and shipping worldwide, all of which must comply with MMQCI’s Quality System, based on federal Quality System Regulation 21CFR820. The successful candidate is highly organized with a strong clinical laboratory background and experience managing a team. It is expected that the Customer Service Manager will rapidly develop sufficient expertise to function independently. Maine Molecular is looking for a person with the energy, enthusiasm and experience to step into this vital position in our growing company.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Oversees all Customer Service activities.
Learns and retains competency in Customer Service tasks in order to serve as a resource to employees and to be able to assist them whenever needed, including accurate order processing, maintenance of customer database, technical support, global shipping, and thorough understanding of MMQCI’s control products and their use in the clinical lab.
Responsible for ensuring that scheduling of Customer Service tasks continuously meets customer deadlines and requirements. Coordinates with other team members of MMQCI to reschedule tasks as priorities change.
Works closely with QA and all MMQCI departments to investigate and resolve Customer Complaints and follow through with MRNs, Change Orders and CAPAs addressing root cause as needed.
Responsible for training and growth of Customer Service employees.
May perform some sales-related activities, such as contact MMQCI customers listed in the database regarding new products.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Bachelor of Science degree in Life Sciences and at least 8 years of work experience in a CLIA certified clinical laboratory, and/or lab medicine-related industry in a cGMP regulated facility.
A minimum of 2 years of management experience is required.
Knowledge of clinical lab molecular diagnostic testing techniques is required.
Ability to multi-task in a dynamic environment with changing priorities to meet deadlines.
Good communication skills, written and oral, with excellent computer skills including Excel.
Willingness to pitch in to help the MMQCI team wherever and whenever needed.
Strong work ethic.
Thorough understanding of clinical lab regulations, such as CLIA and CAP checklist, is preferred.
Must be a nonsmoker due to product contamination prevention requirements.
Maine Molecular Quality Controls, Inc. (MMQCI) designs, develops, manufactures, and markets unique quality controls used by hospital laboratories to monitor the accuracy of molecular diagnostic tests for inherited disease, pharmacogenetics, oncology, and infectious diseases. We are a small, growing company that offers a relaxed but challenging work environment.