About This Role

The Support Readiness Program Manager manages all aspects related to the supportability of products and services through their lifecycle; from product concept definition through end-of-life, to ensure that Reliability, Availability, Serviceability, Usability and Install-ability are designed into the product.

Specific job responsibilities include:

•  In support of New Product Introductions (NPI) the Support Readiness PM will define and manage service and support requirements from Customer Care organization and drive them into the Company’s product release process.
• Transfers technical information Customer Care functions and assists with readiness activities to ensure the global Customer Care organization is prepared with the necessary technical knowledge to support all new products at launch.
• Works closely with Marketing, Engineering, and Manufacturing to identify Quality / Customer Satisfaction issues in the design, prototyping, early production, and full production stages of product life cycle.
• Drives changes into sustaining engineering to improve the delivery of customer support on existing products.
• Cross functional collaboration with launch teams while representing Customer Care requirements.
• Participate in quality management reviews, ensure that all program and project lifecycle checkpoints are met and with the level of quality to ensure project/program success.
• Manage support readiness issues by interacting with Marketing, Product Management, and Engineering to develop product support plans, documentation and process to support new products and service releases.
• Provide input to Customer Care management regarding staff and equipment planning to support new products and service releases.
• Drives corrective actions in product design, parts sourcing, and manufacturing
• Ensures defects are systematically logged into the Quality system and works closely with Sustaining Engineering and Quality teams to ensure the defects are properly tracked to completion.
• Handle technical (Level 3) escalations, working with Engineering to develop solutions to newly identified issues. Communicate these solutions across Customer Care organization, providing ownership of issues throughout product life.
• In partnership with Product Management and Engineering, explores options and innovative support plans that key on product strengths and make effective use of resources.
• Create and maintain feedback loop – capture data on emerging problems and solution effectiveness and drive corrective actions.
• Provide technical direction and guidance to global Customer Care teams in preparation of product launch activities in their regions.
• Drive QA department’s analytic efforts to quantify and improve metrics to ensure the delivery of world-class support to our customers.

About you:

• Minimum 4 years experience in technical support, and/or support readiness in medical device, capital equipment, high tech, or similar industry.
• Knowledge and understanding of global customer support business reporting, processes, systems and life cycle management.
• Knowledge and understanding of hardware and software product development processes.
• Knowledge and understanding of IT infrastructure topics as they related to supportability design and readiness.
• Candidate must have an ability to participate in multiple cross-functional projects concurrently in a rapidly changing environment, within established timelines and have a demonstrated ability to learn and embrace new and changing technologies.
• Position requires excellent written and verbal communication and listening skills, people management and project management skills.
• Candidate should be comfortable working in challenging, dynamic and fast-paced environment.
• Experience in leading cross-functional efforts including working with Product Management and Engineering functions on new product and service releases (and related processes).
• Demonstrated ability to influence and manage others outside immediate span of control.
• Must possess solid time management skills and must be solution oriented. Must be a team player with the ability to identify and escalate issues in a timely manner and be proactive in driving solutions.
• Strong decision-focused analytical skills are essential, including experience in financial analysis.

What's In It For You

This is a regular full-time position with competitive compensation package, excellent benefits including medical, dental, and vision insurances (all of which start on your first day), health savings account employer contributions (when enrolled in high deductible medical plan), cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts), travel reimbursement for medical care, noncontributory basic life insurance & short/ long term disability. Additionally, we offer:

• emotional health support for you and your loved ones
• legal / financial / identity theft/ pet and child referral assistance
• paid parental leave, paid holidays, travel assistance for personal trips and PTO!

iRhythm also provides additional benefits including 401(k) (with company match), an Employee Stock Purchase Plan, pet insurance discount, unlimited amount of Linked In Learning classes and so much more! 

FLSA Status: Exempt#LI-WB-1
#LI-Remote

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