Sorry, this listing is no longer accepting applications. Don’t worry, we have more awesome opportunities and internships for you.

Support Development Manager

HK Recruiting

Support Development Manager

San Diego, CA
Full Time
Paid
  • Responsibilities

    JOB DESCRIPTION

    The Support Development Manager role is a global position that acts as the intersection point between the internal teams (including R&D, Quality, Product Management) and the Field Applications, Service and Technical Support teams. This crucial role requires not only technical acumen and a deep understanding of our customers workflow, but also the sophistication to be able to work closely with multiple teams, balance competing priorities and ultimately the ability to be able to communicate decisions and technical updates to the field team in a timely manner. The Support Development role will participate in all new product introductions representing the Global Customer Support team. The Support Development manager will aggregate feedback from the field and coordinate corrective actions. Globally, they will interact with our partners and distributors to ensure that they have the tools and training needed to ensure success. The Support Development role will also partner closely with the commercial teams and Executive Management to ensure that we can support our products in a way that not only satisfies our customers but also achieves our financial targets. This role will additionally have accountability for key Support Projects, including cross-functional global implementations around Technical Support, Field Service, Remote Monitoring, and Augmented Reality Service Solutions.

    REQUIRED SKILLS AND EXPERIENCE

    Skills:

    • Understand the needs of Clinical Genomics customers and their specific regulatory requirements.

    • Has deep knowledge of launching and supporting products in a regulated environment.

    • Has experience Supporting medical devices or clinical testing products, globally.

    • Applies expertise to manage critical projects and/or relationships; develops innovative approaches to broad design issues that support long-term business goals.

    • Contributes to the development of new principles and concepts.

    • Recognized as a technical or functional authority within the department.

    • Applies highly advanced principles, theories and other concepts.

    • Understands department and functional area strategies, and the interdependencies of the company’s functional areas.

    • Maintains and uses contacts throughout the organization, industry, academia, professional organizations and the marketplace.

    • Applies in-depth understanding of the business and specialty knowledge to analyze the long-term business impact of new/anticipated strategies.

    • Recognized as a technical or functional authority within the company.

    • Exhibits an exceptional degree of ingenuity, creativity, and resourcefulness.

    • Applies or develops highly advanced technologies, scientific principles, theories and concepts.

    • Maintains active relationships with external contacts; may initiate high-level educational projects outside the organization.

    • Performs technical advisory functions for management.

    • Recommends strategic business investments in existing businesses.

    Problem Solving:

    • Integrates analysis of business objectives and strategic direction to resolve problems and recommend solutions.

    • Solves extremely complex, multi-faceted problems requiring ingenuity, creativity, and resourcefulness.

    • Most problems involve situation or data analysis and evaluation of intangible variables.

    • Regularly exercises independent judgment in developing new methods, techniques, and evaluation criteria to obtain results for complex assignments.

    • Ensures budgets and schedules meet project or team objectives.

    Independence:

    • Works under consultative direction towards predetermined long-range goals.

    • Assignments are often self-initiated.

    • Determines and pursues course of action necessary to obtain results.

    • May provide guidance to subordinate management or high-level staff based on organizational goals and company policy.

    • May establish operational objectives and assignments.

    • Interprets, executes and recommends modifications to organizational policies.

    • Objectives and key results reviewed by senior management.

    Interactions:

    • Leads, debates, and communicates with key decision makers internally and externally; serves as mentor and may direct projects of critical importance.

    • Regularly interacts with senior management or executives and major customers. Interactions may involve controversial situations, customer negotiations, or influencing other senior-level managers. May serve as organizational spokesperson on important projects and projects. Communicates frequently with internal and external top management, acting as advisor to top management and customers on advanced technical research studies and applications.

    • Makes formal presentations of complex topics to senior management.

    Impact:

    • Impacts the business through regularly providing advice or counsel to management.

    • Erroneous decisions or recommendations would normally result in critical delays in schedules or unit operations, and may jeopardize overall department activities and have a prolonged effect on the department reputation and business posture.

    Leadership:

    • Exercises latitude in determining approaches to critical assignments; works on issues that impact future

    • concepts, products or technologies

    • Requires the ability to change the thinking of or gain acceptance of others in sensitive situations.

    Experience:

    • 10+ Years exeperience in Field Service, Technical Support or Global Customer Service roles

    • Ability to work with limited direction and take initiative to quickly solve complex issues

    • Previous Project management experience is strongly desired

    • Expert level troubleshooting and diagnostic skills on complicated workflows

    • Ability to work with a wide variety of teams and individuals, bringing them all together to solve intricate and technically challenging problems

    • Ability to explain complicated technical challenges in a simple to understand way

    • Experience with Train-the-Trainer model of dispersing complex technical understanding to a team and then

    • ensure that they relay that information correctly

    • Understanding of R&D and Product Development is a plus

    • Experience working directly with customers and dealing with stressful customer interactions required

    • Commercial acumen and experience with leading complicated negotiations

    • Exemplary communication and interpersonal skills

    • Acts with a Customer First mindset in all interactions and decisions

    • Experience and proficiency with all common business Software (MS Office, visio, etc)