Senior Manager – Service Operations Support Application Software

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Ensures implementation of and adherence to strategies, policies, processes and methods for service operations activities (technically and/or commercially), for assigned organizational unit.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

We are seeking a highly motivated and experienced Manager to lead our Diagnostics Application Software team. The Service Operations Application Software Manager is responsible for the strategic and operational management of application software support within the Service Operations Support organization. This role is responsible for enhancing user experience, driving issue resolution through cross-functional collaboration and digital tool adoption, and aligning service strategies with business goals in Diagnostics Service Laboratory Solutions (DX CS-LS) for field and lab operations.

Responsibilities:

Enhancing User Experience

• Define strategy and priorities for enhancing the customer and field user experience.

• Champion improvements in workflows that enhance the overall customer and operator experience.

• Drive field feedback collection and feature prioritization to ensure intuitive and effective software design.

• Lead initiatives that enhance diagnostic workflows and support evolving customer needs.

Driving Issue Resolution

• Lead, mentor, and develop a high-performing team of application software specialists.

• Oversee the team’s role in supporting field escalations, working closely with Service and R&D teams to ensure rapid resolution.

• Develop and implement strategies to reduce installation and configuration complexity and associated costs.

• Collaborate with cross-functional teams including R&D, Marketing, Service, and Field Operations to align goals and deliver value to customers.

• Ensure field teams have state-of-the-art tools and resources for system installation, setup, and method validation.

Aligning Service Strategies with Business Goals

• Acting as a Subject Matter Expert in Clinical Laboratory Operations and User Interface serviceability to advocate for customer and service interests.

• Represent the voice of the customer and application specialists during product development cycles.

• Performs additional responsibilities as assigned to support organizational goals and initiatives

• This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers

• Demonstrated ability to lead and manage people.

• Direct experience in the in-vitro diagnostics industry.

• Strong communication (written, oral, and listening) and problem-solving skills.

• Strong understanding of diagnostic workflows, customer operations, and field service environments.

• Demonstrated success in driving process improvements, resolving escalations, and managing customer-focused initiatives.

• Strong problem-solving and analytical skills with a customer-first mindset.

• Experience in regulated environments (e.g., FDA, ISO) and compliance with medical device software standards.

Experience:

• Typically, 5+ years of successful experience in related field and successful demonstration of responsibilities as presented above.

• Advanced degree MAY be substituted for experience, where applicable.

• Willing to travel 10%

Education:

• BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.

Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How