【ポジション概要】
TAC(Technical Assistance Center)のリーダーとして、医療機器に関する苦情受付・技術支援業務全体を統括し、業務プロセスの標準化・効率化・品質向上を推進する。外部委託パートナーや社内関連部門(FSE/PS/Customer Care 等)との連携を通じて、顧客対応品質の最大化と運営モデルの最適化を実現し、組織の持続的な成長とサービスレベル向上を牽引する。
【主な業務内容(Responsibilities)】
・TAC業務プロセスの標準化・効率化・品質改善の推進
・委託運営モデル(体制・契約・役割分担)の最適化
・バックアップ体制構築、生産性向上施策の企画と実行
・保守点検プロセス見直し等の主要プロジェクト推進
・FSE/PS と連携した業務改善
・KPI設計とモニタリング、継続改善の実践
・現場オペレーター支援、課題解決サポート
・Microsoft Power BI、Power Automateで作成されたシステムのメンテナンス
【重点テーマ】
・QCD(Quality, Cost, Delivery) を最大化するアサインメントプロセス設計
・外部委託契約・運用スキームの抜本的見直し
・WOハンドリング業務のR&R再定義と効率化
・Customer Care との連携によるサービスレベル向上
・GSMS等のシステム精度・データ品質維持
・QCDモニタリングと改善サイクル構築
【必須要件】(Required Qualifications)】
・サービスオペレーション/フィールドサポートの深い理解
・プロセス改善スキルと実践経験
・委託管理/コスト最適化の知識
・部門横断調整・ファシリテーション能力
・KPI設計・分析力
・チームリーダーシップ・変革推進力
【歓迎条件(Preferred Qualifications)】
・Microsoft Power BI、Power Automate使用経験
・医療機器業界での苦情対応・テクニカルサポート経験
・コールセンターの運用管理・品質管理の経験(委託業者管理含む)
・業務プロセス改善(BPR)やLean/Six Sigmaなどの改善手法の実務経験
・外部委託パートナーや社内複数部署を巻き込んだ プロジェクトリード経験
・CRM/GSMS/ServiceMAX/Salesforce などのサービス運用系システムの利用経験
・データ分析(Excel/BIツール)を活用したオペレーション改善経験
・医療機器修理・フィールドサービス業務の知識
・英語でのメール・会議が可能なコミュニケーションスキル(グローバル調整が発生するため)
【勤務地】 横浜ディストリビューションセンター(JR新子安駅 徒歩10分)
【処遇】 前職時を考慮のうえ優遇します
【勤務時間】
・所定労働時間 9:00-17:30(うち休憩12:00-13:00)
・業務の都合により、会社が時間外勤務および休日勤務を命じることがあります。
【休日休暇】
土日祝日、有給休暇、夏季休暇(5日)、年末年始休暇(12/29-1/4)、傷病休暇(5日)、永年勤続休暇(勤続5年ごとに5日)など
【福利厚生】
入院時医療費補助、長期収入サポート保険、定期健康診断(35歳以上は日帰り人間ドック)、自己啓発支援制度(上限10万円/年)、社員持ち株会、各種祝い金、ベネフィット・ステーション(会員制福利厚生割引サービス)、年間10万円分の選択型福利厚生ポイント(上乗せ保険、上乗せ自己啓発、スポーツクラブ費用、自宅用パソコン購入補助、眼鏡購入補助、演劇・コンサート・映画鑑賞費用補助など)
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