Sectra is seeking a seasoned and dynamic Process Owner for Support to join our Customer Operations department in Shelton, Connecticut. Reporting to the VP of Customer Operations, this internal-facing role is instrumental in managing and overseeing all support processes and providing shared services to internal stakeholders. The Process Owner for Support will collaborate closely with internal teams in the US and globally to ensure smooth and consistent business operations, leveraging their strong Sectra experience and knowledge.

• Support process-related collaboration with global process owners, representing the collective interests and needs of the US organization
• Support process responsibility within the US organization as it relates to collaboration and feedback from internal stakeholders as well as maintenance and proper use of tools and methods through functional leads and mentoring and practice reasonable oversight of proper process use throughout the organization
• Partake in support of process quality system audits externally as well as internally
• Interact and develop support process continuance across the organization, including customer portfolios and cloud operations
• Oversee and provide 1st line support to customers
• Provide appropriate shared product support services for the North American region
• Oversee incident management and problem management processes
• Provide and oversee update and upgrade services for the North American region
• Provide after-hours coverage through collaboration with other teams
• Improve supportability of solutions through collaboration with product management and proactive problem management and initiatives
• Develop and implement support strategies, policies, and procedures tailored to Sectra’s medical imaging software solutions, leveraging deep internal knowledge and expertise
• Oversee the day-to-day operations of the Support process, including ticket management, escalation procedures, and resolution tracking, with a focus on delivering exceptional customer support
• Partner with internal teams, including product development, customer success, and project teams to address support-related issues and drive product enhancements that meet the needs of Sectra’s customers
• Monitor and analyze support metrics and trends to identify areas for improvement and implement strategies to enhance internal customer experience and operational efficiency
• Serve as the primary point of contact for internal escalations and complex support issues, collaborating closely with cross-functional teams to resolve issues in a timely manner
• Manage Functional Leads and Engineer Training program managers and ensure development and execution of training programs for support staff, leveraging Sectra-specific knowledge and best practices to ensure staff are well-equipped to support Sectra’s products and customers effectively

• Bachelor’s degree in computer science, information technology, or a related field
• Minimum of 10 years of experience in support management or related roles
• Prior knowledge of and experience with ITIL or other ITSM frameworks and tools
• Proven track record of successfully managing support processes and leading teams to achieve business objectives in a fast-paced, dynamic environment
• Strong customer experience orientation with a passion for delivering high-quality support and driving customer satisfaction
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal stakeholders at all levels
• Strategic thinker with strong analytical and problem-solving abilities, able to leverage data to drive decision-making and process improvement