Philadelphia, Pennsylvania

Job Summary

Manages day-to-day business operations and governance processes, ensuring alignment with organisational priorities and consistent execution across teams. Works with stakeholders to track performance, improve processes, and support delivery through structured planning and coordination.

Key Responsibilities

Ensures direct reports’ ability to work through customer-focused technical solutions in a changing landscape of customer needs and solution innovation

Manages and supports the team through troubleshooting customer support inquiries and escalations across a product suite

Supports emergency troubleshooting for high impact technical incidents

Sets up and maintains systems for troubleshooting the most technically challenging support cases

Assists with the development and recommendations on the technical support strategy

Develops a high-performing team by hiring diverse talent, prioritizing people development, leading by example, and preparing people for growth within the organization

Provides strong leadership and coaching necessary to gain and maintain staff resource depth and maturity to quickly and skillfully meet current and future needs of employees and customers

Identifies team gaps in those areas that help ensure proper skilling and development to overcome them

Develop processes to ensure regulatory compliance on FDA devices

Creates an engaging and innovative work environment that fosters close collaboration among team members, career growth and excellence in achieving operational results

Close teamwork and interaction with Field Service, Operations, Sales and Service Supply Chain organizations

Maximum Salary (US): 204000

Minimum Salary (US): 134000

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