VPR Technical Expert Manager

Full-time - Mid Level

Hybrid - San Jose, CA

Professional, Scientific, and Technical Services

About the position

The Global Product Service Manager will be a hands-on manager of resources performing validation, implementing alpha/pilot releases, supporting technical and clinical escalations, regional rollout/commercialization activities, providing artifacts (tools, training, documentation, etc.) and 1-1 support to the customer service and order fulfillment teams to raise the level and efficiency of those teams, and provide front line assistance to influential customers while managing a team of technical and clinical resources. GPSE Manager liaises with various departments to assess the impact of new product development, to validate and deliver alpha/beta/pilot projects from planning to completion, as well as to ensure that the BL OSS products are ready and of appropriate quality to be delivered to our customers through the regions.

Responsibilities

• Manage day to day activities of the Global Product Service Engineer team including but not limited to assigning workload to ensure project deadlines are met
• Provide feedback to each direct report on performance formally through global performance management process and informally through agreed upon communication
• Outline internal training and competency standard for team. Ensure team understands expectations and completes all activities to meet those standards
• Ensure to represent team's interests when working with business line leadership and those outside of the business line
• Establish mentoring opportunities within the team
• Encourage knowledge sharing among the team members and their counterparts in other departments
• Management of project risks, issues, dependencies, and integration points. Clearly specify objectives with timeline and costs. Regularly report against the progress of the plan. Ensure team is on track for meeting project timelines and costs
• Management of project scope using appropriate change management processes
• Responsible for the management and governance of escalated service demands from Commercial organization, including but not limited to product and deployment support
• Responsible for the allocation of escalations to appropriate experts within the Business Line or immediate escalation to Engineering or R&D
• Responsible for the problem management process for Business Line Software
• Develop appropriate reports, monitoring techniques, tools, systems and resources to measure performance and efficiency of teams and their output
• Work closely with validation process owner to ensure timely allocation of expert resources to deliver software service validation activities
• Work closely with partners outside of the business line to guide and foster collaborative relationships
• Provide specialist expertise for validation and pilot release implementation
• Demonstrate effective leadership behaviors and ensure that all direct reports have clear guidance on expectations on their behaviors in their roles
• Maintain a continuous professional development record to keep clinical and product knowledge up to date
• Customer facing leader to support their team as well as regional service teams
• Timely escalation of issues or potential high-impacting risks
• Primary point of contact for the client and internal stakeholders
• Focus on process/knowledge/training/artifact improvements for service teams as well the product creation teams
• Recommend process improvements to Business Line leadership as appropriate
• Proactively investigate and resolve issues that impede the installation, support, and/or use of Elekta Software products (core products as well as third-party equipment), and effectively communicate resolution to Elekta regional software support teams and customers
• Assist the Education & Training department in the development of internal and external product training programs. Conduct technical training to regional software support teams on new product and release
• Interpretation and analyses of product telemetry to drive design improvements
• Be the voice of the customer (internal and external) into the development process by providing requirements for instability, upgradability, and serviceability
• Quality documentation and delivery of all deliverables included within the project lifecycle
• Documentation of customer facing service activities in CLM
• Voice of BL during the PI planning process

Requirements

• At least 5+ years qualification in applicable area of expertise
• 2-3 years of supervisory experience is preferred
• Must have strong leadership skills. Ability to initiate and drive positive change as well as interact with members of other departments effectively
• Must be able to travel domestically and internationally up to ~35%
• Excellent oral and written communication skills
• Excellent troubleshooting skills
• Ability to work across multiple time zones and to communicate with a variety of cultures

Nice-to-haves

• Experience working with Elekta related products
• Ability to speak in more than one language is a plus

Benefits

• Opportunity to work with a proactive and supportive team
• Hybrid work option (you are required to work on location at least 3 days/week)
• Excellent Medical, Dental and Vision coverage
• 401k, paid Vacation and Holiday
• A health of additional benefits including wellness reimbursement, tuition reimbursement and flexible spending account
• Opportunity to work on cutting edge in medical advancement
• Close-knit company culture
• Upward mobility