Senior Manager, Software and Systems Support

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.

Job Details

The Senior Manager of Software and Systems support is accountable for directing and developing the plasma software and development support team for one (or more) product division(s). This leader will help grow and lead geographically dispersed teams of tier 1, tier 2 software support, implementation specialist, and hardware support hotline.

The role will collaboratively partner effectively with peer managers to oversee all Plasma Software Operations, software implementation, and hardware hotline support 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. May participate in business development activities to achieve sales and new business goals. Develops product and organizational strategies to enhance customer experiences and team efficiencies. Ensuring that all business requirements are being achieved, quality and regulatory requirements are achieved, and services and support structure align with the commercial priorities. 

Responsible to oversee comprehensive solutions approach resulting in improved processes and customer satisfaction. Provide industry best practices and KPIs to drive success in your team. Preference for role to be located in Boston, Massachusetts

Responsibilities/Essential Duties:

• Constantly challenge the status quo by driving change to improve team efficiency, performance, and revenue.
• Participates in leadership meetings and identifies opportunities to improve / maximize service offerings for existing and new products.
• Manage to the existing service level agreements (SLAs) while proposing and developing new SLAs when appropriate.
• Advance the analysis of data for the purposes of validating, modifying plans to obtain improved customer satisfaction and continuous improvement of processes and resource plans.
• Develop and disseminate industry or company specific trends and recommendations to continually educate on best practices, successes and process improvements.
• Successfully partner with business partners across the organization which include: Sales, Development, Quality, Regulator, R&D, Finance, and Project Management, 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
• Effectively assess business needs, staff and plan resources to ensure optimal models and effective succession planning
• 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

• 8+ years - Managerial experience with direct reports including performance reviews, hiring, metrics and reporting, coaching and mentoring - Required
• 5+ years - Healthcare Software Development Lifecycle and processes - Required
• 5+ years - AWS and Azure experience in a production environment - Preferred
• 10+ 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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