Manager, Contact Center (Customer Support)
Are you looking to be part of something extraordinary and meaningful that is helping thousands of patients across the country every day? NorthStar Medical Radioisotopes is seeking motivated individuals like you to join our rapidly growing team in Beloit, WI. Innovative technology, Opportunities for career advancement, and competitive compensation are just the beginning at NorthStar. In addition to health and life insurance, paid holidays, and paid time off, all NorthStar employees are eligible on Day One for our annual bonus and equity incentive plans.
NorthStar develops, manufactures and distributes radioisotopes that are used daily for patients needing medically important diagnostic imaging tests. NorthStar is the first company in nearly 30 years to produce the radioisotope Mo-99 in the United States NorthStar’s processes are non-uranium based and the Mo-99 is used by radiopharmacies across the country to produce the imaging radioisotope Tc-99m. NorthStar will scale-up production over the coming months and years and intends to become the industry’s market leader. Beyond Mo-99, we have a pipeline of other novel and medically important isotopes which can further grow our business and provide development opportunities for our employees.
Working with this novel and advanced technology is challenging yet rewarding for talented individuals who want to make a difference and be part of an exciting and rapidly growing business. NorthStar’s people drive our solutions and our success, and we are committed to ensuring that we provide fulfilling work experiences and valuable development opportunities.
The Manager, Contact Center (Customer Support) will have a proven record supervising a team of Technical Support personnel responsible for the initial contact, response, and management of customer issues. This will be accomplished by focusing NorthStar resources to rapidly resolve customer events and quickly escalate unresolved issues to ensure that the highest levels of customer satisfaction are achieved. All efforts will be mindful of, and in compliance with, any and all federal and state regulatory requirements. He/she will have a thorough understanding of current best practices utilized in managing Contact Centers and a demonstrated success applying these practices. The Manager, Contact Center must be capable of operating in a dynamic team environment within a rapidly growing company.
Duties and Responsibilities
- Supervise Technical Support Specialists involved in responding to internal/external customer inquiries and resolving issues related to product performance or product use.
- Facilitate team member growth, development, and performance.
- Implement programs and processes to ensure revenue, quality, cost containment, and customer satisfaction goals are achieved or exceeded.
- Coach contact center and field service personnel on Contact Center processes through on-line and in person interactions, in order to foster understanding, develop skills, improve productivity, and maximize performance.
- Work with subject matter experts to assist in the development and implementation of best practices to address the following areas: general usage questions from customers and field personnel, tracking of customer complaints, logging of system failures, managing internal and external product and customer feedback for R&D, capturing troubleshooting best practices to aid the field service and Contact Center teams.
Bachelor’s degree in an applicable field of study (e.g. Engineering, Chemistry, or Pharmacy) and 5 or more years of experience in Contact Center Management; or equivalent combination of education and experience. Experience working in a highly regulated environment (ISO, FDA, NRC etc) is preferred.
NorthStar Medical Radioisotopes is headquartered in Beloit, Wis. This location is our primary manufacturing site and accommodates all of our corporate functions. Beloit has small city charm, with a lively and renovated downtown, yet is also close to cities such as Madison, Milwaukee, Chicago, and Rockford.
Beloit is a part of the larger South Central Wisconsin/Northern Illinois region, which offers residents and visitors alike a unique blend of urban opportunities and rural, natural beauty. The area, therefore, offers collections of natural, educational, artistic, and historical attractions alongside a wide variety of sporting and social opportunities. There are several cities and many towns within a reasonable commute of Beloit, which offer a wide choice of residential styles and a large number of school district choices for those considering relocation.
If you are interested in applying for this position, please forward your resume to [email protected] with the position title in the subject line.
NorthStar Medical Radioisotopes is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age disability, protected veteran status or other characteristics protected by law.
Manager, Contact Center (Customer Support) – 1800 Gateway Blvd. Beloit, WI 53511