Mgr Tech/Clinical Customer Support

Alcon Lake Forest , CA 92630

Posted 2 months ago

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you'll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.

We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As a Manager Tech/Clinical Customer Support supporting ther Sales Analysis/ Sales Force Family, you will be responsible for the direct management of people, policies and procedures associated with the handling of customer facing activities in direct relationship to Technical, Clinical and Customer support. Customers will include external and internal customers throughout the 50 US states and any incorporated territory of the United States in Lake Forest, California. In this role, a typical day will include:

  • Manage CES personnel and team leads in a call center environment delivering support to existing and prospective customers while effectively demonstrating.

  • Build and drive standard process solutions and methodologies exceed expectations and to increase product support efficiencies; build and manage related documentation.

  • Team development to deliver into an outstanding customer centric product support team.

  • Provide oversight and direction for US Service Operations Telephony systems to assure systems are aligned with user requirements.

  • Identify scalable ideas and solutions that help drive future product improvements based on repeated feedback.

  • Advocate for our customers internally and work closely with cross-functional teams to define ways to supply to the user experience.

  • Work in close relationship with entire, US Service Operations teams & Field Service Management and other teams within the company to ensure all appropriate resources are aligned with providing the highest level of support and project alignment.

  • Provide support to company complaint handling system to ensure patient protection, regulatory compliance, customer satisfaction and feedback to on-going development. projects related to service products.

  • Responsible for establishing and maintaining policies and procedures to ensure compliance with local, state and federal environmental regulations and standards related to service products.

WHAT YOU'LL BRING TO ALCON:

  • Bachelor's Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+ 9 yrs; M.S.+ 2 yrs; PhD+1 yr)

  • The ability to fluently read, write, understand and communicate in English

  • 5 Years of Proven Experience

  • 3 Years of Demonstrated Leadership

HOW YOU CAN THRIVE AT ALCON:

  • Collaborate with teammates to share standard methodologies and findings as work evolves.

  • See your career like never before with focused growth and development opportunities.

  • Relocation assistance is available.

Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.


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