Assistant Vice President - Technical Support Lead for Medical Devices

Job Description

Now, we are calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.Welcome to the relentless pursuit of better.Inviting applications for the role of Assistant Vice President, Technical Support Lead for Medical DevicesIn this role, you will be leading the Technical Remote Phone Support, Back Office ops and true transformation initiatives, helping deliver solutions to the end user issues that improve patient outcomes. We are looking for someone who has demonstrated experience in Medical Device service, technical program management, worked in shared service center and has a proven track record of leading highly performing and truly dedicated support teams.ResponsibilitiesYou will be responsible to manage a team of ~60 to 80 people that will work on Technical Remote Phone support, Dispatch services, Back-office Operations, Spare Parts Management, contract renewal and other related servicesCollaborate with Analytics, Digital, Sales, Engineering, Operations, Support, and other departments to improve the customer experience and operate more efficiently.Develop and manage new technical training for team members, through your managersMonitor team performance at regular intervals, ensuring they fulfil their KPIs and perform above defined standardsDrive the governance, review, and report overall health of the account in timely manner to senior leadership and client stakeholdersMeasure and improve efficiency and effectiveness of operational processes and set standards for deployments at scale, infrastructure reliability, securityPerform trend analysis on both customer-raised and internally identified issues, drive team to develop a problem resolutionShould be able to lead 24/7 global operationsOther ResponsibilitiesAble to lead from the front, prioritize, and drive the bigger mission forward by translating vision into resultsSelf-motivated and action oriented with excellent communication and interpersonal skills; able to navigate in a matrix organization and work with global team membersGood technical problem-solving skills of varying complexityEnsure full understanding of the existing company and client policies among reporting leaders and their teamsQualifications we seek in youMinimum Qualifications & Experience:A bachelors degree in Electronics/Computers Engineering/ Information Technology required, or equivalent practical experience is requiredMicrosoft Certified Solutions Expert (MSCE) Server infrastructure certification, Cisco CCNP Routing and Switching certification is a plusKnowledge of VMware, active Directory policies & right structures is a plusFamiliar with Medical Device Regulations (MDR), Compliance and reportingRelevant years of previous work experience in managing Technical Services for a Medical Device company leading a team of 60 to 80 employees, program management skills, preferably in a shared service centerExperience in engineering and/or IT with expertise in technical innovation, consulting, system engineering, system architectures, data/analytics, innovation, and engineering/product developmentClass II / III medical device experience preferredExperience in troubleshooting, repair of IT and complex electronic systems, servicing robotics systemsExperience with Lean, Six Sigma and Digital TransformationExperience with VMware, MS SQL database administration, Dell Open Manage, Bomgar Remote Support is a plusLanguage:English speaking plus additional foreign (French, German, Spanish, Italian, Swedish, Dutch) language preferred,

Keyskills :
financeriskreportingbankingservice center operationsms sqlccnp routing