Director of Global Technical Services

Cleveland, OH

Posted: 04/22/2019 Employment Type: Direct Hire Industry: IT Job Number: JOS000008529

Job Summary 

As Director of Global Technical Support (Medical Device) for this company, you will provide strategic direction, leadership, development, and management with worldwide Technical Support team. The Director of Global Technical Support  (Medical Device) is an experienced, enthusiastic, hands-on leader focused on building a world class Technical Support organization that is focused on delivering Radical Customer Delight. 

You will be the conduit between the Medical Device Technical Support team, Critical Response team, Product and Development teams, and other internal stakeholders developing a trusted advisor relationship that enables rapid, focused, resolution for our customers. To be successful in this role, the Director of Technical Support must have the right combination of strategy, leadership, and operational skills to manage a growing team of dedicated Technical Support Engineers. 

You will build teams both in the United States and Internationally to cover our worldwide customer footprint in a way the addresses the need for support and access within the customers own time zone. You will devise tools, documentation, processes and support structure to be used throughout the customer support organization and to prepare FSE’s, RSE’s and Applications Specialists to be successful in supporting our customers and achieving Radical Customer Delight. Your team will be key contributors on engineering projects, beta installs, and quality assurance reviews. 

The ideal candidate will have experience developing and managing a Technical Support organization in the medical device industry with exceptional operational skills, and the ability to flourish in a fast-paced environment. This position will also be responsible for assisting in the resolution of complex escalated customer needs. 

The company MRIdian LINAC system is amazing in its design and capability. It will challenge your technical skills as it is the first system on the market that combines MRI imaging and Linear accelerator technology. Our customers are early adopters and very engaged and vested in our mutual success which makes this an exciting opportunity. 

This position will report to VP, Global Services. 

Responsibilities 

  • Build a culture where customer success and customer satisfaction are paramount 
  • Build a global organization that provides technical support services by developing the existing team and recruiting new talent on a regular basis 
  • Manage the support team’s overall performance, providing sufficient capacity to deliver a successful customer experience while meeting internal operational objectives 
  • Manage KPIs related to team performance, customer success, escalated accounts, potential escalations, and other important measurements 
  • Act as a senior-level escalation point for customer issues 
  • Provide regular updates on escalations and accounts 
  • Identify common problems found in / reported by the customer base (training, product, docs, etc) and work with other organizations to address 
  • Nurture an environment that drives the creation of knowledge assets to be used both internally and externally by customers 
  • Work with Product Management, Product Engineering, and Field Technical groups to diagnose and resolve technical issues 
  • Develop Help desk and virtual support for technical questions from field engineers and customers. 
  • Specify the development of our remote diagnostics, data streams, IoT technologies. 
  • Direct the development of procedures, technical tips, service manuals as required for the field. 
  • Examine field issues and report on recommendations for action. 

Education, Experience, Skills 

  • BA or BS Degree with 8+ years of experience in Medical Devices Technical Support role with 2+ years’ experience as a Director or above leading and managing an Medical Device enterprise support team 
  • Familiar with FDA GMP for medical devices 
  • Excellent written skills including email communication, and technical documentation 
  • Excellent verbal skills and telephone presence 
  • Strong customer advocate that is passionate about delivering customer success 
  • Experienced in handling and diffusing customer escalations 
  • Experience delivering a high degree of customer satisfaction 
  • Experience with building and continuously improving customer support processes 
  • Experience with high power RF systems, magnetics, and cryogenic systems preferred. 
  • Must be able to work around high strength magnets. 
  • Excellent project management skills 
  • Knowledge of network security and related technology 

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