Technical Support Product Manager

Company: Atlantic Partners
Location: Lake Forest
Posted on: May 24, 2023

Job Description:

We are currently hiring a Technical Support Product Manager, Digital Health SMARTCataract to be located in Lake Forest, CA (or remote- US). This role is expected to lead, manage, and oversee the specialization, goals, feature roadmap, feature prioritization, structure, and expectations of the SMART Solutions software product for internal support. That also includes the planning and monitoring required for producing the ideal software. help shape and guide the strategic vision, product release milestones, life cycle management and knowledge transfer to respective downstream teams.

Furthermore, the role will be responsible for collaborating with a diverse group SMEs on Cross functional teams from the Global Surgical Franchise, Regions/Affiliates, and internal partners responsible for the marketing, commercialization and operationalization to execute a best in class launch of digital health solutions.
Ultimately, the role will be collaborating closely with a wide variety of internal and external customers globally to actively engage and seek feedback that enables the surgical franchise team to represent the voice of the customer accurately and courageously on our approach to providing dynamic digital health solutions to ophthalmology.

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• Shape product strategy for internal stakeholders for our digital health platforms such as SMART Solutions and related applications via management of planning, prioritization, specification, acceptance and education processes for all product features.
  
• Serve as a subject matter authority on the capabilities of the services offered on custom developed platforms for Cataract surgery and related topics.
  
• Collaborate with R&D on technical knowledge transfer to respective downstream support and connectivity teams
  
• Evaluate, triage and own escalations to engineering through to their completion while providing follow up details to the support teams or customer.
  
• Collaborate with product engineering to evaluate new or changes to existing workflows.
  
• Update knowledge base as needed to reduce support escalations and improve resolution times.
  
• Communicate product improvements, latest service troubleshooting techniques to the support teams.
  
• Maintain a current, in-depth knowledge of the product, its functions and capabilities to support and provide guidance to both internal and external customers.
  
• Close collaboration and partnership with cross functional teams (i.e., SMART Solutions Portfolio Directors, Tech Support, Connectivity, Surgical Global Directors, R&D, Clinical, Regulatory, Quality Assurance, GPD, Legal departments, IT, Cybersecurity and others)
  
• Listen to and incorporate the voice of internal customers and for new product development through active participation on R&D core teams and innovation initiatives, application design and digital platform operation.
  
• Serve as a subject matter authority in the Agile methodology and create workflows and tools used to implement the product roadmap across the software development lifecycle.
  
• Create and maintain product roadmaps and release schedules
  
• Oversee the backlog of improvements and defects, defining the requirements and acceptance criteria.
  
• Partner with project managers to ensure timely delivery of product capabilities to market.
  
• Provide project updates on a consistent basis to various partners about strategy, adjustments, and progress
  
• Prepare budgets based on scope of work and resource requirements and track project progress against them.
  
• Oversee the development of detailed project plans created by Project Managers and provide updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
  
• Analyze market capabilities to ensure service offerings that are competitive in functionality and price
  
  
  What you will bring to this role:
  
  
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  • Bachelor's Degree or Equivalent years of directly related experience (or high school+15 yrs; Assoc.+11 yrs; M.S.+7 yrs; PhD+3 yrs)
    
  • The ability to fluently read, write, understand and communicate in English
    
  • 7 years of related experience that may include the following: Experience in surgical ophthalmology, product ownership on software projects, project management experience on information technology software projects, etc.
    
  • Work hours: Standard
    
  • Travel Requirements: Up to 30%
    
  • Relocation assistance: Yes
    
  • Sponsorship available: No
    
    
    Preferred Qualifications/Skills/Experience:
    
    
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    • Experience with tech support, service engineering and connectivity in the medical technology space
      
    • Ability to guide and manage product capabilities for internal stakeholders (i.e. service, sales, operations)
      
    • Deep understanding of data standards such as DICOM and HL7
      
    • Ability to root cause technical issues and manage escalations to engineering.
      
    • Demonstrated success in building a technical knowledge base for downstream support functions
      
    • Experience supporting cloud based medical technology data platforms
      
    • Ability to understand technical concepts relating to connectivity, data, analytics and Ai as it relates to the medical technology space
      
    • Familiarity with Agile, Scrum, Kanban, and Waterfall project methodologies.
      
    • Experience working with team leads to ensure projects are delivered on time.
      
    • Ability to assess risk and identify key team members necessary to remove barriers.
      
    • Must be reliable and highly accountable for projects, ensuring all team members understand the deliverables and offering reminders as needed to keep each project on track.
      
    • Works well in a dynamic team environment yet be able to work independently as needed
      
    • Independent thinking and good judgment are vital to respond to needs appropriately.
      
    • Collaborative: an open and respectful executive who is perceived as a welcome addition to -- and natural leader for -- cross-functional teams; able to respect other points of view and put the good of the organization ahead of personal interests.
      
    • Cross-cultural sensitivity is critically important; a record of accomplishment of hands-on success in more than one market would be ideal.
      
    • Direct; analytic; someone who can thoroughly understand complex situations and quickly cut through to the key elements without "getting lost in the details".
      
    • High energy; organized; able to successfully drive performance and deliver results in a timely and efficient manner.
      
    • Creative; willing to challenge the status quo; able to understand when and how to take appropriate risks to drive performance
      
      

Keywords: Atlantic Partners, Lake Forest , Technical Support Product Manager, Executive , Lake Forest, California