Sr.Manager, Customer Systems
Lincolnshire, IL

Job Description

Overview

Find a Better Way...

...to use your skills and experience.

This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.

...to improve the lives of others.

Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.

...to build a promising future.

Responsibilities

The role of the Senior Manager, Customer Systems is to manage, lead and coordinate all aspects of software development and support of SAI Customer Systems. These duties include software design, development, testing and operational support, as well as adherence to the Product Design and Development Process (PDDP). This includes all documentation required to ensure Quality and Regulatory compliance.

The Senior Manager, Customer Systems will collaborate directly with business stakeholders across the organization coordinating and defining priorities and product development requirements and managing coordination of activities. Working closely with Project Managers and technical teams, they will assure progress and mitigate issues impacting product development and support. The associate will also report progress of such efforts. Finally, responsibilities include leading a team of individuals, both Sysmex Associates and contractors, through all phases of the development life cycle leveraging agile and scrum methods.

The objectives include but are not limited to:

* To oversee all aspects of the product development life cycle from requirements gathering and design to development, testing and implementation of software and systems
* To design, implement and continuously improve procedures for the design, development and support of Customer Systems products
* To communicate and manage the expectations of internal and external stakeholders and customers
* To ensure the development process is followed as determined by SOPs and Regulatory requirements
* To follow all processes related to software control

Essential Duties and Responsibilities:

Lead the design, development, testing and implementation of new software products, patches or version releases for Customer Systems products. Manage vendor relationships to ensure financial and Statement of Work (SOW) commitments are met. Work with stakeholders across the organization including Customer Care, Marketing/Product Managers, Customer Service, IT and IS team members to ensure product development meets documented requirements. Understand and follow all SOPs related to the PDDP. Ensure all change control and documentation processes are adhered to and completed during the process As required, provide 3rd level support for products. As issues are escalated, support them with the highest priority if P1 critical situations arise and associated incident and problem management communications Perform manager type responsibilities which include Performance Management, time reporting, expense management, etc in the required time frames. Monitor and reporting success/failure of all development efforts. Track all changes and keep historical records of all versions and components. Facilitate the process to understand, specify, gain agreement and document service level requirements and expectations.

Qualifications

* BS in Computer Science or related systems required and 10 - 15 years of experience in middleware systems, IVD, Software or Systems Development. 3 -5 years of direct management or MBA required


* Medical Technician, IVD or similar certificates a plus
* Ability to manage difficult customer interactions.
* Partner with Senior management to build effective strategy.
* High Technical Aptitude.
* Demonstrated experience leading application, network, and systems implementations.
* Ability to work independently with focus towards company vision and direction.

Sysmex is proud to be an EEO/Affirmative Action employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of sex, sexual orientation, gender identity, color, religion, national origin, disability, protected Veteran status or any other characteristic protected by law. We maintain a drug-free workplace and perform pre-employment substance abuse testing