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Executive Director, Head of Global Digital Services

Req ID:  3907

Working Location: Massachusetts, Boston; MASSACHUSETTS, LITTLETON; MASSACHUSETTS, SOUTHBOROUGH; MASSACHUSETTS, WALTHAM; MASSACHUSETTS, WESTBOROUGH; Massachusetts, Bristol; Massachusetts, Norfolk; Massachusetts, Plymouth; Massachusetts, Worcester; PENNSYLVANIA, CENTER VALLEY 

Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day. 
 
Let’s inspire healthier lives, together.

Job Description

The Head of Global Digital Services has worldwide responsibility for ensuring Olympus SI and Digital Software clients are supported and loyal post-implementation by providing best in class customer experience and support of their Olympus products. Providing clients with cost-effective responsive and best in class support will drive positive references, satisfied clients, and repeat purchases for the business. The candidate owns the responsibility of managing costs that impact global P&Ls and ensuring that activities within regions are optimized to deliver best in class remote service delivery meeting and exceeding customer expectations. This role will be responsible for scaling the global support organization to provide customer and technical training, support call center, and IoT support while managing to the P&L guardrails and business sales and support strategies. The Global Digital Support role is critical to the success of software installation and post installation support through remote capabilities and providing escalated support to the regions. It is our objective to nurture the customer from an end-to-end perspective over the lifetime of the product installation while also facilitating growth at customer sites.

 

The Head of Global Digital Services additionally develops and delivers new high value services offerings working closely with the commercialization areas of the business. The position is global requiring leadership and management across all geographies and in multiple geographic market segments

 

The ideal candidate is a strong leader, strategically minded and self-motivated with excellent analytic, facilitation and communication skills (both oral and written).

Job Duties

* Responsible for managing and developing a software support team that is scalable globally

 

* Responsible for the global development, scaling, and management of customer call centers responsible for inbound support calls.

 

* Responsible for the global development, scaling, and management of the IoT customer facing support organization accountable for machine and software connectivity to facilitate machine data and remote support activities and service solutions.

 

* Responsible for all global training activities around system integration and customer software. Conduct training for customers, sales, and services.

 

* Manage to P&L targets and drive operations to be profitable, productive, and efficient.

 

* Responsible for technical documentation.

 

* Manage organization to deliver on customer commitments and SLAs.

 

* Manage the global support of system integration activities and regional field service operations.

 

* Partner with the Digital Unit, Global IT, Selling Units, BU’s, and product teams to provide a cross functional and holistic approach to building out the support needs to deliver customer excellence

 

* Identify and operationalize all cyber security requirements.

 

* Develop software driven service contract offerings to drive both revenue and healthy profitability.

Job Requirements

REQUIRED QUALIFICATIONS:

 

* Bachelor’s degree is required; Master’s or MBA preferred.

 

* Minimum 15 year’s business experience (product management). Minimum 5 years of experience in preferably a global role.

 

* Travel a minimum of 25 % (including international)

 

* Occasional evening and weekend work from home required

 

PREFERRED QUALIFICATIONS:

 

* Excellent verbal and written communication skills and comfortable presenting to different audiences including experience presenting to Executive Management Teams.

 

* Strong leadership skills with proven ability to effectively manage a team.

 

* Excellent influence facilitation and problem-solving skills

 

* Proven experience leading early-stage development teams including development of business case financial, modelling, reimbursement how we win strategy.

 

* Strong analytical skills; with demonstrated financial and strategic capabilities

 

* Expertise in user requirement identification, customer input, VOC & market research.

 

* Strong clinical knowledge and aptitude; comfortable in working with physicians the clinical environment.

 

* Self-motivated with a strong sense of urgency and a drive for results

 

* Highly effective at dealing with change and ambiguity as business needs shift responding well under pressure and demonstrating flexibility while ensuring compliance.

We realize work isn’t just a job to you.

It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.

Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.

Olympus’ Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce overall costs, and enhance the quality of life for patients. Olympus’ Medical portfolio includes endoscopes, laparoscopes, and video imaging systems, as well as surgical energy devices, system integration solutions, medical services, and a wide range of endotherapy instruments for endoscopic and therapeutic applications. For more information, visit www.olympus-global.com.

Olympus…True To You. True To Society. True To LIFE.

 

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || Massachusetts (US-MA) || Westborough || 


Nearest Major Market: Worcester

Job Segment: Manager, Market Research, Field Service, Call Center, Management, Marketing, Manufacturing, Customer Service

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