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SuperSonic Imagine is a leading global healthcare company committed to protecting, healing, and nurturing healthier lives in the relentless pursuit of a healthier world. We strive to make advances toward the most accurate diagnoses using cutting-edge technology that makes a meaningful improvement in people's lives. Our innovative solutions empower healthcare professionals worldwide to deliver exceptional patient care, pushing the boundaries of medical imaging technology and revolutionizing healthcare.

SuperSonic Imagine is seeking an experienced and strategic-minded individual to join our team as the Director &amp; Head of Customer Services. In this pivotal role, you will be responsible for leading and optimizing our global customer service operations to ensure unparalleled support for our clients worldwide. The ideal candidate will possess strong leadership skills, extensive experience in customer service management, and a deep understanding of the healthcare industry. Additionally, expertise in developing and implementing global service strategies, aligning with business objectives, and driving continuous improvement initiatives will be essential.

Performance Monitoring and Financial Results:

Operational Excellence and Continuous Improvement:

If you are a dynamic leader with a passion for customer service excellence and a desire to make a meaningful impact in the healthcare industry, we invite you to join us at SuperSonic Imagine. This is a unique opportunity to lead a talented team and drive innovation in customer service to support our mission of transforming healthcare through advanced ultrasound imaging technology.

Director and Head of Customer Service

Develop and implement a comprehensive customer support system globally across all customer service locations to deliver superior service levels and differentiate SuperSonic Imagine from competitors.

Lead the management of two dynamically different sales channels and customers, setting performance standards for all levels of the customer experience.

Align and develop the global service strategy with the company roadmap to ensure the achievement of objectives.

Define global P&L objectives for each region and corporate, ensuring their achievement.

Design and drive the global price strategy for various customer solutions and services.

Design and implement a 3-5 year Customer Support strategy to align with sales and service growth objectives.

Standardize customer service work methods across the enterprise.

Monitor service financial results, including revenue, costs, and profitability, and take proactive measures to optimize financial performance.

Review metrics and overall team performance, conducting regular meetings with global teams.

Provide feedback to Commercial and Operations teams to ensure accurate and timely communication with customers regarding order status and changes.

Actively participate in cross-functional company-wide teams to drive quality improvements, process enhancements, and standardization.

Monitor developments in new systems, technologies, and tools to enable improved customer service.

Implement lean methodology, daily management, and problem-solving across the customer service process.

Ensure the provision of necessary work environment, tools, and processes to optimally deliver services to customers.

Support new product development and Product lifecycle management.

Drive continuous improvement in customer complaint handling to enhance the overall customer experience.

Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).

Minimum of 10-15 years of progressive experience in customer service management, preferably in the healthcare or medical device industry, with specific experience in the ultrasound medical industry.

Proven track record of leadership and team management, with the ability to inspire and motivate others.

Strong strategic planning and execution skills, with the ability to translate vision into actionable plans and measurable results.

Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with internal and external stakeholders.

Solid understanding of customer relationship management principles and practices within the ultrasound medical industry. 

Experience with CRM software and other relevant tools/systems. 

Strong analytical and problem-solving abilities, with a focus on continuous improvement and innovation.

Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. 

Alignment with core values of RESOLUTE, MEANINGFUL, INTEGRITY, and INNOVATIVE.

Experience in the application of ultrasound technology across various medical domains including Breast Health, Liver Health, GYN Health, Cardiovascular Health, and other Monitoring Solutions.

At SuperSonic Imagine, we are ultrasound re-focused, re-defined and re-imagined™

This is a full-time remote role for a Regional Sales Manager - Ultrasound at SuperSonic Imagine. The Regional Sales Manager will be responsible for managing sales activities within their designated region, including developing and implementing sales strategies, building and maintaining customer relationships, and achieving sales targets. The role will involve regular communication and collaboration with the sales team, marketing team, and other internal stakeholders to drive business growth in the ultrasound market.

Regional Sales Manager

 Seek to uncover and expand business opportunities by bringing high-level knowledge, insights, relationships and strategies to enhance SSI’s value proposition and product line

Responsibilities include building a sales funnel for diagnostic ultrasound system sales within hospitals, breast imaging centers, and outpatient imaging centers and meet sales objectives and quotas.

Call points to include: Radiology, Breast, Liver/Hepatology, General Imaging departments, radiology directors, Radiologists and sonographers

 Strategy and Direction: actively identify new/untapped hospital/healthcare system opportunities, meet the needs of internal and external customers by building relationships, identifying opportunities, and developing &amp; delivering unique solutions driving profitable revenue by initiating and improving customer &amp; patient experiences

Investigate and understand the account and its unique business environment including but not limited to: goals, objectives, strategies, timelines and competitive situations.

Develop and maintain strong relationships with key senior account stakeholders, serving as the main point of contact for C-Suite, VP-Level administration and department chairs for healthcare/hospital system.

Perform analysis of competitive activity and business opportunity in regional area

Provide insights back to the organization to support understanding of customer needs and analyze sales and market trends to effectively identify future business opportunities.

Completing administrative responsibilities including use of the CRM, business plans, expense reports, and up-to-date account profiles.

Developing and maintaining supportive, productive and effective relationships at all levels within the organization.

Understand basic business ethics and principles within available resources to make appropriate business decisions to help achieve excellence.

Maintain and demonstrate a high level of professionalism and standard of ethics.

Commit to travel as necessary with overnight travel 50-75%

Provide first level and second level technical support to the customer or dealers onsite or remotely and promote Service portfolio within the assigned region.

Field Service Engineer

Schedules and manages installation, preventive maintenance and corrective maintenance of Supersonic Imagine products.

Conducts advanced troubleshooting to repair, test and qualify instruments located at customer sites.

Determines correct inventory levels of repair parts with supply lines.

Documents repair/ resolution of customer calls in CRM system and escalates issues to management as needed.

Works with Application Specialists on customer usability feedback and with Service Engineers to resolve escalated issues.

Keep management advised of issues and developments.

Ensure instrumentation is in compliance with regulatory requirements and quality control standards.

Provides support remotely from the home office and by regular on-site visits to customer sites.

Has the ability to solve a broad range of hardware and/or software problems of varying scope and complexity.

Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed in a timely manner.

Frequent trips in the assigned region, and time to time in other regions.

Provides technical support to regional dealers/service partners if needed.

Escalates field issues/feedback to Solution Engineers for further investigation.

Promotes service portfolio to customers and dealers within the assigned region.

Provides support and input for tender on service engagement.

Provides support and assistance in local congresses and demo system set up if needed.

Degree in Mechanical/Electrical/Biomedical Engineering degree or equivalent by experience. Ultrasound and DICOM knowledge is a plus.

At least 3 to 4 years’ hands-on experience in Field Service, installation and troubleshooting complex electronic equipment.

Capable of prioritizing multiple tasks and determining urgency in a dynamic, fast-paced environment.

Demonstrates exceptional customer relations skills, results driven and a robust service- oriented approach.

Be a self-starter and work without close supervision, be able to successfully schedule, organize and conduct field service activities in assigned territory.

Ability to work efficiently with customers and colleagues in difficult and stressful situations.

Excellent written and verbal communication skills in the language of the country where the engineer is based.

Knowledge in French and another local language(s) of the assigned region i is a plus.

Professional level of English language, written and verbal.

Valid driver’s license and willingness to travel, nationally, and internationally.

The industrial transfer manager pilots and coordinates production transfer projects between different industrial sites or to new facilities. 

He/she ensures that projects are completed on time, on budget, and to the company&#39;s quality standards. These projects can either cover manufacturing line transfer as well as supply chain optimization and setup, and by extension, topics related to value-add activities (remanufacturing, refurbishing, repair…)

Project Planning and Management: Define objectives, schedules and budgets for transfer projects. Develop detailed project plans and monitor their progress.

Team Coordination : Coordinate the multidisciplinary teams involved in the project (production, engineering, quality, logistics, etc.). Ensure good communication between the various stakeholders.

Analysis and Evaluation: Evaluate existing and potential new production sites or optimization opportunities. Carry out technical and economic feasibility analyses.

Risk Management: Identify and analyze potential project risks. Implement action plans to mitigate identified risks.

Documentation and Compliance: Ensure that all necessary documentation is in place and compliant with regulatory standards. Prepare monitoring and performance reports.

Process Optimization: Propose and implement production process improvements as part of transfer projects.

Solid knowledge of industrial engineering and project management.

Proficiency in project management tools (MS Project, Smartsheet, etc.).

Knowledge of standards and regulations in the medical device industrial sector.

Ability to manage several projects simultaneously.

Excellent planning and organizational skills.

Ability to manage budgets and optimize resources.

Excellent communication and negotiation skills.

Ability to work in a team and manage multidisciplinary teams.

Initiative and proactive problem-solving skills.

Fluency in French and English. Knowledge of other languages is a plus.

Engineering degree in industrial, mechanical or production engineering or equivalent.

At least 5 years&#39; professional experience in a similar position, preferably in an international industrial environment.

Proven experience in managing industrial transfer projects.