Genpact Looking for Assistant Vice President – Technical Support Lead for Medical Devices at Gurgaon District, Haryana Full Time

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We are harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we are calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Assistant Vice President, Technical Support Lead for Medical Devices!

In this role, you will be leading the Technical Remote Phone Support, Back Office ops and true transformation initiatives, helping deliver solutions to the end user issues that improve patient outcomes. We are looking for someone who has demonstrated experience in Medical Device service, technical program management, worked in shared service center and has a proven track record of leading highly performing and truly dedicated support teams.

Responsibilities

• You will be responsible to manage a team of ~60 to 80 people that will work on Technical Remote Phone support, Dispatch services, Back-office Operations, Spare Parts Management, contract renewal and other related services
• Collaborate with Analytics, Digital, Sales, Engineering, Operations, Support, and other departments to improve the customer experience and operate more efficiently.
• Develop and manage new technical training for team members, through your managers
• Monitor team performance at regular intervals, ensuring they fulfil their KPIs and perform above defined standards
• Drive the governance, review, and report overall health of the account in timely manner to senior leadership and client stakeholders
• Measure and improve efficiency and effectiveness of operational processes and set standards for deployments at scale, infrastructure reliability, security
• Perform trend analysis on both customer-raised and internally identified issues, drive team to develop a problem resolution
• Should be able to lead 24/7 global operations

Other Responsibilities

• Able to lead from the front, prioritize, and drive the bigger mission forward by translating vision into results
• Self-motivated and action oriented with excellent communication and interpersonal skills; able to navigate in a matrix organization and work with global team members
• Good technical problem-solving skills of varying complexity
• Ensure full understanding of the existing company and client policies among reporting leaders and their teams

Qualifications we seek in you!

Minimum Qualifications & Experience:

• A bachelor’s degree in Electronics/Computers Engineering/ Information Technology required, or equivalent practical experience is required
• Microsoft Certified Solutions Expert (MSCE) Server infrastructure certification, Cisco CCNP Routing and Switching certification is a plus
• Knowledge of VMware, active Directory policies & right structures is a plus
• Familiar with Medical Device Regulations (MDR), Compliance and reporting
• Relevant years of previous work experience in managing Technical Services for a Medical Device company leading a team of 60 to 80 employees, program management skills, preferably in a shared service center
• Experience in engineering and/or IT with expertise in technical innovation, consulting, system engineering, system architectures, data/analytics, innovation, and engineering/product development
• Class II / III medical device experience preferred

••Experience in troubleshooting, repair of IT and complex electronic systems, servicing robotics systems

• Experience with Lean, Six Sigma and Digital Transformation
• Experience with VMware, MS SQL database administration, Dell Open Manage, Bomgar Remote Support is a plus

Language:

• English speaking plus additional foreign (French, German, Spanish, Italian, Swedish, Dutch) language preferred

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

JobAssistant Vice President

Primary LocationIndia-Gurugram

Education LevelBachelor’s / Graduation / Equivalent

Job PostingApr 5, 2023, 1:20:36 AM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time