Manager, Software and Systems Support (US or Canada Remote)
We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice.
The Manager of Software and Systems support is responsible for the management of the plasma software and development support team for one (or more) product division(s) within North America. This leader will lead geographically dispersed teams of tier 1, tier 2 and DevOps support personnel both internal and contracted.
The role will collaboratively partner effectively with peer managers to oversee all Plasma Software Operations for North America and implement best practices for product and technical services and support, ensuring that all business requirements are being achieved, quality and regulatory requirements are achieved and services and support structure align with the commercial priorities.
Responsibilities/Essential Duties:
- Constantly challenge the status quo by driving change to improve team efficiency, performance, and revenue.
- Manage to the existing service level agreements (SLAs) while proposing and developing new SLAs when appropriate.
- Successfully partner with business partners across the organization which include: Sales, Development, Quality, Finance, and Project Management/ Implementation, and will be comfortable working with senior management both internally and externally.
- Lead the assessment and implementation of best practices, policies and utilization of systems capabilities.
- Ensure customer satisfaction levels are achieved and effectively measured; stays current with customer growth on a proactive basis to meet required service needs.
- Handle all customer and Commercial Delivery escalations (including outside normal business hours)
- Participate effectively in required internal and external audits
- Oversee or develop resource plans and ensure staff is knowledgeable and well trained to provide a superior level of customer service, with service level metrics achieved and ideally exceeded
- Responsible for creating a robust and effective culture within team and organization with a high focus on customer and employee experience to improve engagement
- Overnight travel within United States and Canada required (potential for international outside of North America)
- Participate in cross functional projects as required
EDUCATION
- Bachelor's Degree - Medical Technology, Computer Science, or equivalent - Required
EXPERIENCE
- 5+ years - Managerial experience with direct reports including performance reviews, hiring, metrics and reporting, coaching and mentoring - Required
- 3+ years - Healthcare Software Development Lifecycle and processes - Required
- 3+ years - AWS and Azure experience in a production environment - Preferred
- 5+ years - Customer facing technical support -Preferred
SKILLS & KNOWLEDGE
- Advanced demonstrated analytical skills
- Demonstrated customer service skills
- Performs work independently with minimal supervision
- Strong verbal and written communication and listening skills
- Possesses strong technical aptitude
- Effectively coaches and delivers constructive feedback
- Demonstrated cross-functional collaboration
- Ability to inspire and develop teams
- Ability to represent the company with external constituents
- Ability to build strong external and internal customer relationships
- Demonstrates a high commitment to quality
- Ability to drive multiple projects to successful completion with demonstrated project management skills
- Advanced knowledge of Haemonetics devices (Preferred)
- Applicable AWS or Azure certifications (Preferred)
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