Software Support Manager in Crawley

About Elekta

As a leader in precision radiation therapy, Elekta is committed to ensuring every patient has access to the best cancer care possible. We openly collaborate with customers to advance sustainable, outcome-driven and cost-efficient solutions to meet evolving patient needs, improve lives and bring hope to everyone dealing with cancer. To us, it’s personal, and our global team of 4,700 employees combine passion, science, and imagination to profoundly change cancer care. We don’t just build technology, we build hope.

What You’ll Do At Elekta

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)

What You’ll Get

In this role, you will work for a higher purpose; hope for everyone dealing with cancer, and for everyone regardless of where in the world, to have access to the best cancer care. In addition to this, Elekta offers a range of benefits.

Work Pattern: you are required to work from the 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 subsidized restaurant, offering budget-friendly dining
• Love electric (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.