At a Glance
- Tasks: Lead and optimise software support operations, ensuring top-notch service for customers.
- Company: Join a leading medical devices company with a focus on innovation and quality.
- Benefits: Enjoy flexible work options, generous vacation days, and comprehensive health benefits.
- Other info: Dynamic role with opportunities for professional growth and cross-functional collaboration.
- Why this job: Make a real impact in healthcare by enhancing customer satisfaction and supporting new technologies.
- Qualifications: Bachelor’s degree or equivalent experience in the medical devices industry required.
The predicted salary is between 50000 - 65000 £ per year.
In this role, you will lead and optimise software support operations across the region, ensuring a high standard of service delivery for our customers. You’ll be responsible for managing resources, driving team performance, and continuously enhancing processes to improve customer satisfaction. Working closely with global teams and product lifecycle functions, you will play a key role in ensuring readiness for new technologies while maintaining quality, compliance, and operational excellence.
Responsibilities
- Oversee escalation pathways and act as a senior point of contact for critical or complex customer issues
- Ensure all customer contact channels (phone, portal, email) are appropriately staffed and optimised
- Identify and escalate gaps in support capacity or capability to senior leadership
- Support the successful rollout of new products, upgrades, and enhancements within the region
- Drive effective knowledge transfer to ensure teams are equipped to support new technologies
- Provide ongoing feedback to improve product serviceability and supportability
- Analyse customer feedback and satisfaction data, driving targeted improvement initiatives
- Foster cross-functional collaboration to support regional and organisational objectives
- Monitor departmental budgets and highlight any variances or risks
- Ensure adherence to business management systems, quality standards, and regulatory requirements
- Maintain clear communication with regional stakeholders on key risks, issues, and activities
- Lead, coach, and develop software support staff, including conducting regular performance reviews
- Represent Software Support in internal and external forums, maintaining a professional presence
- Promote Elekta’s brand, values, and strategic priorities in all activities
What You’ll Bring
- Bachelor’s Degree (clinical or business oriented) or equivalent knowledge acquired through business experience
- Solid knowledge and experience of the medical devices industry
- Strong knowledge/understanding of Elekta's product portfolio
- Excellent communication skills, both written and verbal; skilled speaker and representative in social contacts
- Strong multi-tasker and experience covering a broader region (along with all the travel it requires)
Benefits
- Work from Crawley HQ 4 days a week with 1-day WFH
- Up to 25 paid vacation days (plus bank holidays)
- Holiday Purchase Scheme
- Private Medical Insurance
- Attractive Employer Pension Contribution Package
- Cycle to work scheme
- Life Assurance
- Onsite subsidised restaurant, offering budget-friendly dining
- Electric vehicle salary sacrifice scheme
We are an equal opportunity employer. We evaluate qualified applicants without regard to age, race, colour, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, or any other protected characteristic.
Software Support Manager in Crawley employer: Elekta AB
Elekta is an exceptional employer, offering a dynamic work environment at our Crawley HQ where you can thrive as a Software Support Manager. With a strong focus on employee growth, we provide extensive benefits including generous vacation days, private medical insurance, and a supportive culture that encourages collaboration and innovation. Join us to be part of a team that values your contributions and invests in your professional development while making a meaningful impact in the medical devices industry.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support Manager in Crawley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elekta AB. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Elekta AB before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Software Support Manager in Crawley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Elekta AB:Your cover letter is your chance to shine! Tell us why you want to work at Elekta AB specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Elekta AB!
How to prepare for a job interview at Elekta AB
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
