• Sr Mgr Technical Support

    Job Locations US-Remote
    Requisition ID
  • Responsibilities

    The Customer Service Manager is responsible for supervising and managing the Customer Service department by coordinating and administering customer accounts. Makes decisions, policies and procedures relative to customer related activities and processes as well as division support activities, functions, and processes. Coordinates signatures for customer contracts (attachments and addendums) on behalf of the Company.

    Responsbilities include:

    • Administers customer contracts by providing detailed information to Sales and Finance.
    • Issues and monitors Extended Service Agreements for customers purchasing/leasing equipment.
    • Collaborates with Finance and Legal on customer- and contract- related issues (orders, goods returned for credit, collections, contract negotiations outside of the approved templates, and contract terminations).
    • Develops procedures to assure consistent processing of kit, equipment and consumable items.
    • Creates, tests and maintains a customer service database to assure information captured through call logging and sales order entry can be exported to reports.
    • Resolves complex customer issues including but not limited to: answering difficult product related questions, tracing lost shipments, taking quality or service complaints, clarifying customer orders and credits, and improving customer satisfaction.
    • Gathers information from customers for marketing, sales, and technical services, and to assess MDD technologies.
    • Supervises contract initiation and progression including order fulfillment, invoicing, returns, and shipment tracking. Approves allocation of stock when stock is in minor stages of short supply, at more critical short supply levels – escalates decisions to Director.
    • Prepares special price quotations and bids, pricing allowances, deductions and adjustments.
    • Provides input to Director for use in replenishment forecasts, and stock and allocation issues to maximize service levels. 
    • Investigates departmental errors and ensures they are rectified properly and timely with a goal toward 100% customer satisfaction.
    • Supports Sales by monitoring sales efforts, assisting in sales meeting organization, and leading sales training and development programs.




    • Bachelor’s degree + 5 years of customer service experience
    • 3 years of experience in management or supervisory capacity for a customer service or call center environment
    • Proficient with Microsoft Office Suite, Visio or equivalent, and CRM related programs
    • Ability to troubleshoot data-intensive programs and audit output for completeness
    • Experience in data extrapolation from complex data and report generation of meaningful information
    • Knowledge of proper customer service protocols
    • Excellent interpersonal and communication skills
    • Knowledge of telephone and electronic communication etiquette
    • Ability to think progressively and find innovative solutions to resolve problems or improve response efficiency


    Otsuka Pharmaceutical Company is a global healthcare company with the corporate philosophy: “Otsuka-people creating new products for better health worldwide.” Otsuka researches, develops, manufactures and markets innovative products, with a focus on pharmaceutical products to meet unmet medical needs and nutraceutical products for the maintenance of everyday health.

    In pharmaceuticals, Otsuka is a leader in the challenging area of mental health and also has research programs on several under-addressed diseases including tuberculosis, a significant global public health issue. These commitments illustrate how Otsuka is a “big venture” company at heart, applying a youthful spirit of creativity in everything it does.

    Otsuka Pharmaceutical Company is a subsidiary of Otsuka Holdings Co., Ltd. headquartered in Tokyo, Japan. The Otsuka group of companies employed 45,000 people worldwide and had consolidated sales of approximately USD 11 billion (€ 9.9 billion) in 2016. 

    All Otsuka stories start by taking the road less travelled. Learn more about Otsuka Pharmaceutical Company on its global website at www.otsuka.co.jp/en. Learn more about Otsuka in the U.S. at www.otsuka-us.com.



    This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

    Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to their protected veteran or disabled status, or any protected status.

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