Title: Technical Support Team Lead - Informatics
Location: US-Maryland-Baltimore
Job Number: TEC100OH
Technical Support Team Lead - Informatics is accountable for key functional business objectives, service readiness, and product life cycle support. The Technical Support Team Lead must demonstrate expert understanding of the product platforms and the overall system. Technical Support Team Lead is responsible for the direct management of associates, including coaching, feedback, performance evaluation and development.
RESPONSIBILITIES:
* Applies extensive technical expertise to the product/platform, and is recognized internally as technical or subject matter expert.
* Plans and budgets resources for complex or multiple projects. May recommend budgets and participate in the process of gaining budget approval at function/business level. Carries out, adjusts, and oversees tasks and activities based on financial and budgetary considerations.
* Prepares formal written reports/documents and is able to present technical or complex information at a variety of levels. Reviews the work of others such as technical and other documents.
* Anticipates potential problems, including situations that include ambiguity, by actively reviewing and analyzing internal and external factors. Assesses and implements corrective and preventive actions with limited leadership input. Identifies process improvement opportunities in own area of responsibility and in related areas.
* Responsible for Talent Management within the product support team. Ensures required humam resource capabilities are in place to successfully execute strategies.
* Works cross functionally with the other Technology Support Team Leads to ensure objectives and key strategies are the same across the group
* Responsible for indirect leadership (including managing milestones, status, issues, and coaching) of study teams or work groups in assigned program area.
* Develop and implement the processes to utilize AssurityLinc” as a key service tool for remote support on present and future products. Work with Core Teams to have the design built into all new product road maps. Report key monthly metrics and success of implementation and use.
* Efficiently manage multiple new product launches and prepare global service organization for launch readiness across various WW regions.
* Develop, implement and maintain WW Support Strategy to provide and assist in worldwide support for new and existing products based on marketing and sales initiatives. This includes training, documentation, service recommendations and ongoing communications for improving service impact.
* Develop and establish departmental strategies and objectives to assure quality support and service worldwide through measured matrices.
* Utilize Field Service Engineers (when applicable), in early stages of product development
* Participate in the Service organizational budgeting review and resource planning for new product launches
* Actively monitor service quality trends for instrument hardware/software systems and make the appropriate recommendations to appropriate functions for corrective actions and redesign considerations
* Act as a consultant to the instrument and software Engineering design groups to assure that Service department’s objectives are met at a global level
* Provide full accountability to Program Managers with regards to service needs, expectations and challenges
* Prioritize project schedules to satisfy new product requirements based on project timelines and business focus
* Utilize departmental resources to achieve project milestone dates
* Initiate and recommend product design change/improvement to satisfy service needs
* Maintain and enhance departmental standards of performance
* Enhance personnel’s quality service skills through continuous training certifications and development
* Participate and drive the development of product training tools for Service Engineering needs worldwide
* Create and promote a safe working environment throughout the organization. Ensure ongoing communications to educate the organization of safety procedures.
Qualifications:
* BS degree preferably in related scientific discipline, marketing or business or equivalent combination of relative education and experience.
* MBA preferred
* Minimum of 4 years experience in field service, repair center, technical service, manufacturing, R&D and/or dealing with manufacturing on medical electronic equipment.
* Experience as a Product Specialist responsible for Technology Transfer to Engineering is desirable.
* Supervisory experience providing performance evaluations, counseling and coaching is desirable.
Job: Technical / Field Service