Product Support Manager Job Description
This is a key role that plays a vital part in ensuring the successful development and release of software products. The Product Support Manager will be responsible for providing effective knowledge transfer from development teams into the support organization, while coordinating product design input and helping to improve the quality and performance of our base platform.
* Collect, evaluate, and provide systematic feedback from various sources to R&D and Marketing on a cyclical basis, acting as a key interface for product improvements and technical issues.
* Improve product design together with R&D and Marketing, leveraging expertise to drive innovation and excellence.
* Systematically analyze and identify trends in product performance, utilizing data-driven insights to inform strategic decisions.
* Attend prototype installations and clinical beta cases as an expert for new products, evaluating transfer of design intent and developing training concepts.
* Transfer product knowledge from R&D to customer care, ensuring seamless handoffs and optimizing customer satisfaction.
* Act as a facilitator and mentor for team members, serving as a coach for their responsibilities and processes.
* Lead technical investigations for complaints, acting as a key reference within the team.
* Create and maintain support-specific documentation, such as installation checklists and service manuals.
Qualifications:
* Technical university degree in (software) engineering, medical informatics, physics, or equivalent qualification.
* Advanced skills in software troubleshooting and analytical mindset.
* Detail-oriented self-starter who can progress independently.
* Solution orientation paired with a 'can do' mentality.
* Proven track record of goal accomplishment.
* High grade of flexibility to find professional solutions for a variety of tasks.
* Team worker, fluent English skills.
* Excellent documentation habits and good communication skills.
* Experience with software components in clinical settings.
* Affinity to computers, networks, and modern technology.
* Ideal knowledge of imaging technology (XR/CT/MR), DICOM, and/or HL7.
* Willingness to travel up to 20%.
The ideal candidate will be a motivated individual with strong technical and communication skills, who thrives in an international and dynamic environment.
Ready to take on this exciting challenge? Please submit your application including your first available start date and desired salary.