Platform RUN Team Leader

Job Title: Platform Run Team Leader

Location: Remote — candidates must be located in Quebec.

Reporting to: Head of Platform

Hours of work: Typical hours of work are from 8:30 AM until 5:00 PM local time Monday through Friday. Flexibility of Working Hours dependent on location. Additional hours may be necessary as needed. This position is exempt from overtime.

Overview:

The role Team Leader is to build the team, capabilities and processes of their functional and domain area in order to ensure business objectives are delivered. This role will primarily focus on MAK.care, with supporting capabilities across the eProgesa, P.H.S/eTraceLine, Cosmas, and eDRM product lines.

Key Responsibilities:

• Developing and managing a team of technology experts to provide timely and high quality deliverables
• Establishing and improving the team’s processes and procedures
• Ensuring the capability of the team to deliver the support needed, creating SOPs, manuals and training to allow the team to scale
• Ensuring the team follow and adhere to regulatory processes
• Embedding best practice into the team
• Maintaining and documenting policies and procedures in accordance with defined corporate and industry standards
• Ensuring customer maintenance support meets necessary SLAs in appropriate
• Coaching and supporting the team and ensuring collaboration between technology teams
• Supervising in resolving problems and escalated incidents
• Analyzing and reporting on team effectiveness and performance
• Prioritize team activities and ensuring skilled resources available to deliver required outcomes
• Manage discussions and expectations with stakeholders regarding the timing and prioritisation of activities
• Providing detailed information for audits
• Delegate tasks to team members and develop their capabilities
• Encourage team work and promote positive communication

Objectives:

• Decreasing products’ defects
• Decreasing products’ critical problems resolution time
• Preventing from delivering supplied non-conforming products
• Conformance to customers’ requirements/specifications
• Improving customers’ support services
• Improving customers’ support satisfaction

Qualifications:

• Bachelor’s degree and or equivalent professional experience across the relevant domain area
• Expertise in the relevant product or functional area
• Ability to work unsupervised, operating at a senior management level
• Service orientation to delight customers and exceed their expectations
• Ability to make recommendations to resolve conflicts by using judgment that is consistent with MAK-SYSTEM’s culture, policies, and procedures
• Innovation, Flexibility, and Adaptability – undertake tasks with a positive attitude and respond well to management and customer requests
• Good time management skills and the ability to juggle multiple tasks at once
• Effective communication and collaboration skills suitable for liaising with colleagues and customers
• Fluency in English (both verbal and written)

Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be While performing the duties of this position, prolonged periods of sitting at a desk and working on a computer may be required.

• Additionally, the employee is regularly required to talk or listen.
• The employee frequently is required to use hands or fingers, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand, walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

InVita provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.