Manager, Technology Services and Support

Belimed Inc. | Ladson, SC

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Posted Date 3/04/2020

The Manager, Technology Services and Support is responsible for the implementation, monitoring and support of the company’s remote diagnostics and information communications systems in hospital and healthcare facilities across the United States. This role acts as a liaison between the Global organization and the US region, effecting change management for system upgrades and enablement of new business processes in our ERP and field automation systems.

The Manager, Technology Services and Support requires an individual with a strong technical background, as well as an ability to work cross-functionally with R&D, IT and operations management to align priorities and plans with key business objectives.

How you will impact Belimed and our clients:

  • Manage a team of two Application Support Specialists
  • Oversee the installation and support for Belimed’s technology products and services
  • Develop, sell, manage, and monitor service contracts and service level agreements for Belimed’s technology products and services
  • Interpret and define terms and conditions required for technology contracts or service level agreements
  • Manage contractual performance with (internal or external) vendors and clients; taking corrective actions if necessary
  • Interface with corporate R&D to provide input for M2M / IoT solutions based on real-world use cases that improve customer experience, increase equipment up time and improve service productivity
  • Strategically link business needs to M2M technologies and develop those technologies into services and tools used by end customers and internal staff
  • Identify critical dependencies, risks and contingency plans
  • Proactively monitor progress, anticipating the effect of dependencies on schedule, cost, etc.
  • Maintain organizational alignment with all stakeholders and contributors as it relates to M2M/IoT strategy and execution
  • Act as primary leader in providing input for the future development of technology platforms related to connected devices
  • Ensure optimization of equipment alarm handling and remote diagnostics using rules-based interactions
  • Manage equipment data to enable predictive maintenance analytics & real-time decision making
  • Own the overall service relationship with clients, which includes driving value (ROI) through service delivery, ensuring retention and overall satisfaction
  • Ensure team maintains an open communication line with each client in order to be perceived as an extension of their staff
  • Ensure client satisfaction resulting in the renewal of Belimed services with an effort to add services to their annual membership
  • Oversee and ensure account escalations are responded to with proper urgency and resolved timely
  • Provide guidance with best process, project scheduling, and resource availability for successful implementations
  • Identify and coordinate super users/key user training and feedback
  • Manage the Service 365/ SAP Field Service Management solutions supporting field teams
  • Serve as a primary interface with Global ERP application manager
  • Support key users throughout Belimed with guidance and best practice
  • Facilitate future service enhancements and implementations

What you need to succeed:

  • Bachelor’s degree in management information systems, Computer Science, Software Engineering, Communication Systems or equivalent experience
  • Strong project management skills
  • Prior experience in customer service or equivalent history of increasing customer satisfaction, service adoption and retention
  • Minimum of 2 years experience managing a team of 2 or more
  • Knowledge of OSHA standards in a service environment
  • Experience managing revenue ($550k - $2MM ~)
  • Proficiency in MS Office Suite and SAP
  • Ability to creatively solve business problems through gathering and analyzing data
  • Able to travel and with little notice prior to travel
  • Must either have or be legally able to obtain a valid passport for occasional international travel
  • Excellent interpersonal and communication skills

An outstanding candidate may also have:

  • Six Sigma Green Belt or Black Belt
  • Experience working in the medical field

We offer competitive salary, medical, dental, vision, 401(k) with a company match, paid time off and holidays, life insurance as well as the opportunity to grow your career!

Belimed, Inc. promotes equal employment opportunities and will not discriminate, nor tolerate discrimination, against any applicant or employee because of age, race, color, religion, gender, sexual orientation, national origin, citizenship status, disability, veteran status or genetic information. Additionally, Belimed provides an environment for job applicants and employees that is free from sexual harassment, as well as harassment and intimidation based on an individual's race, color, religion, gender, sexual orientation, national origin, citizenship status, age, disability, veteran status or genetic information. EOE

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