Job Summary

The Installation Support Manager is responsible for supervising the Installation Support team, reviewing customer product agreements and ensuring that the order funnel correctly reflects the terms and dates outlined in the contracts and project timelines.  This position will resolve issues and escalate to senior management as warranted. This position will provide guidance, solutions and backup to the Installation support team. This position will act as functional back up for Manager, OEM and Installations.  This position will work with other teams, such as finance, IS, tech services and operations, to identity process improvement opportunities and to implement solutions.

 

The Installation Support Manager will assist in developing work flow documents for the Installation support team.  Will lead training and mentor team members as new systems, products, contract requirements, and new service programs are launched and implemented.

 

Duties & Responsibilities

Manage the installation support team;  Provide day-to-day guidance to installation support team to help resolve escalated issues and to ensure that the order funnel is accurate and updated on a timely basis; Plans and coordinates installation project scheduling with assigned project lead/installation manager; Thoroughly reviews all available product reports regularly to access impact on upcoming installation and plans priorities and logistics accordingly.  Works with Installation Support Specialists to identify areas for improvement; On-going interface with sales and project leads: Works with Installation project leads and Global Education management to insure equipment needs are met and any identified issues are resolved in a timely manner. Insures that contractual obligations are met regarding documentation and equipment.  Provides applicable training materials per project timeline. As required, works with purchasing management to ensure OEM stocked products meet delivery requirements; Works closely with information services and sales operations to maintain integrity of reporting; Coordinates with senior management as required insuring installation targets are met.  Promptly reports any changes that impact quarterly revenue or drivers;  Reviews reporting tool to insure data reporting to operations and sales leadership is accurate.  Suggests and implements approved process enhancements; Provides training on new processes/products/systems and ensures team cross functional training is completed and maintained. Performs other duties or special projects as assigned;

 

Minimum & Preferred Qualifications and Experience

Minimum Qualifications

Three to five years of Project Management experience, preferably in a Medical Device company; One to two years Installation Support experience; Computer proficiency with Microsoft Office Suite (Outlook, Word, Excel and PowerPoint);   Experience with an ERP system; Must be assertive and possess excellent organizational, communication and writing skills;

                                                                                                                           
Education

Bachelor’s degree is required.

Physical requirements/Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing and walking.  Daily use of a computer and other computing and digital devices is required.  May stand for extended periods when facilitating meetings or walking in the facilities.  Some local travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver’s license is required. 

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods.  Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.