Senior Manager, Technical Services, Global Business Systems
Core
Lead strategy, delivery, and optimization of business systems (CRM, service management) enabling global Field Service, Technical Support, and Product Support functions for a medical device organization.
Role type
Senior Manager, Business Systems Strategy & Operations
Builds
Scalable, compliant technology solutions for global service operations and customer experience
Domain
Medical Device / Healthcare / Regulated Industries
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
CRM platforms (Salesforce), service management processes, regulated system governance (GxP, CSV), global team leadership, cross-functional stakeholder management, program/portfolio management, system validation, process standardization
Preferred skills
Field Service Management platforms, telephony integrations, knowledge management systems, customer portals, AI-enabled service solutions, automation technologies, analytics platforms
Technologies
Salesforce, CRM, ERP, telephony, customer portals, knowledge management systems
Responsibilities
Define and execute technology roadmap for Global Services; Lead global team of Business Systems Analysts and Product Owners; Own strategic direction and lifecycle management of CRM and service technologies; Partner with Global Services leaders to standardize and optimize service processes; Ensure compliance with regulatory requirements (FDA, MDR, ISO 13485) and lead system validation activities; Manage portfolio of service technology initiatives and cross-functional projects; Build, develop, and mentor a high-performing global team
Seniority
Senior Manager, hands-on leadership with strategy & mentorship