REGISTRIEREN
Zurück zur Stellenangebote
XX
Manager, Product SupportAlimentiv • London, Ontario, Canada
Jetzt Bewerben
XX

Manager, Product Support

Alimentiv
  • CA
    London, Ontario, Canada
  • CA
    London, Ontario, Canada
Jetzt Bewerben

Über

The Manager, Product Support leads and grows the Product Support team responsible for delivering reliable product support for Alimentiv's clinical imaging ecosystem. The role drives issue resolution, escalation management, and continuous process improvement while coordinating across multiple customers facing support functions to ensure a consistent and unified customer experience. Acting as a player coach, the Manager participates directly in day-to-day support activities, complex incidents, and high priority escalations to model best practices and accelerate resolution. Team Leadership & Support Operations (30-35%)
  • Lead, grow, and mentor Product Support Specialists, setting clear expectations for ownership, accountability, and customer focus.
  • Establish team priorities, operating norms, and performance goals, and manage workload, escalation flow, and on call coverage to ensure timely and effective issue resolution.
  • Act as a player coach during complex cases and critical incidents, providing hands on guidance and modeling effective troubleshooting and communication practices.
  • Coordinate day-to-day support activities across customer facing support functions to drive consistency in processes, messaging, and customer experience.
    • Support Strategy & Process Improvement (20-25%)
  • Define, implement, and continuously improve support workflows, escalation paths, and knowledge management practices.
  • Establish and monitor support metrics, analyze trends, and drive improvements to resolution time, quality, and customer satisfaction.
  • Identify recurring issues and systemic gaps, and coordinate with cross functional partners to drive durable solutions and reduce repeat incidents.
  • Improve support tooling, documentation, and self-service capabilities to increase efficiency and reduce reliance on engineering teams.
    • Direct Technical Support & Issue Resolution (20-25%)
  • Actively handle support cases alongside the team, providing hands on investigation and resolution across a range of issue types and severities.
  • Serve as an escalation point for complex or high impact issues, leading deeper technical analysis and coordinating response as needed.
    • Cross Functional Leadership & Stakeholder Communication (15-20%)
  • Lead coordination across customer facing support functions to ensure consistent processes, messaging, and customer experience.
  • Communicate support trends, risks, and systemic issues clearly to stakeholders, enabling informed prioritization and decision making.
  • Represent Product Support in cross functional discussions, influencing outcomes through data, operational insight, and collaboration rather than formal authority.
    • Continuous Learning & Strategic Contribution (5%)
  • Stay current with industry trends, compliance requirements, and emerging technologies.
  • Contribute to strategic planning and innovation initiatives within Imaging Innovation.
    • Qualifications
  • 7 – 9 years of related experience
  • (Honors) Bachelor's degree
  • Fluent in written and verbal English.
  • 4+ years of experience in technical product support or customer facing technical roles, including hands on issue investigation and resolution.
  • Demonstrated experience leading, mentoring, or guiding support team members while remaining actively engaged in day-to-day support work.
  • Strong troubleshooting skills across software and hardware-based systems, with the ability to diagnose issues, identify root causes, and drive resolution.
  • Experience coordinating support activities across teams to deliver a consistent and effective customer support experience.
  • Ability to establish and improve support processes, metrics, and documentation to increase efficiency and reduce repeat issues.
  • Clear, concise communication skills, with the ability to translate technical issues into actionable insights for diverse audiences.
    • Preferred Qualifications
  • 7+ years of experience in technical support, service operations, or related roles with increasing responsibility.
  • Experience supporting products in regulated, clinical, or healthcare adjacent environments.
  • Familiarity with ITSM and issue tracking platforms such as ServiceNow and Jira.
  • Exposure to knowledge base management, self-service tooling, or support automation.
    • London, Ontario, Canada

    Sprachkenntnisse

    • English
    Hinweis für Nutzer

    Dieses Stellenangebot stammt von einer Partnerplattform von TieTalent. Klicken Sie auf „Jetzt Bewerben“, um Ihre Bewerbung direkt auf deren Website einzureichen.

    Jetzt Bewerben