As a Director, Service Readiness and SMA Operations, you will strategically & tactically influence the NPI (New Product Introduction) Process & Service Readiness to improve and ensure efficient serviceability of our products and shortened service readiness at product launch. The position will act as a conduit to downstream service organizations to ensure readiness. To accomplish these goals this position will work collaboratively with BIUs (Product Management, Program Management, Product Support Engineers, and Field Marketing), PCMS Services and NA Service organizations (Customer Care Solutions Center, Commercial Operations, Clinical Application management, PCMS Technical Organization and the Training Academy).
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You will be responsible for:
• Collaborate with all Project Team entities and executive management to determine service needs for future product and solution releases (training, tools, processes, documentation)
• Determine service readiness needs and influence BIUs and PCMS Services to include these needs in processes and releases.
• Work with Service Management and employees to develop training plans & processes for new product launches.
• Provide proactive as well as formal status of Service Readiness for pending release.
• Report Modality status to Executive team as scheduled
• Ensure Service is well prepared for each solution before it is launched in North America
• Create, develop and improve the SMA CRM process to increase the value of the SMA to our customers.
• Work with other initiatives (PCMS Service) to improve data collection, reporting, processes and tools related to the SMA program in NA.
Our offer:
We offer you a dynamic working environment in an innovative business which offers you excellent opportunities to further develop and to fully exploit your talents. This role can be based anywhere within the U.S. This job comes with a competitive salary and excellent benefits.
We are looking for:
Job Knowledge, Skills, Education, and Experience Requirements
• BS degree required, MS/MBA preferred
• 10+ years of experience in Service, software experience preferred
• Technical experience leading the implementation of technical solutions in healthcare environment
• Preferably professional service leadership experience with software solutions company
• Detailed experience with change management involving NA processes.
• Communication skills, influence (change management), communicating complex technology and processes in ways that are clear and easy to understand.
• Demonstrated passion for and ability to bring industry leading practice to service organizations
• Demonstrated ability for continual process improvement and problem solving.
• Ability to travel 35%
Critical Competencies
• Ability to inspire commitment, communication and teamwork between the Services organization and the BIU towards a common goal.
• Ability to provide strategic direction and influential leadership in a matrix organization.
• Ability to deliver on commitments without solid line reporting relationships.
• Ability to identify, develop and implement best practices across BIUs and Service organizations
• Leverages Software Solutions/IT Industry & Philips processes and Best Practices
• Is strategic/future thinking oriented
• Can identify GAPs and connections between seemingly unrelated issues to create new initiatives.
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