Support Operations Manager - APAC

We’re committed to improving patient outcomes through innovative healthcare-focused solutions. Learn about this exciting opportunity and apply today.
 

Mirion Medical is a global leader in developing technology solutions that advance the safety, efficiency and quality of care in Radiation Therapy, Nuclear Medicine, Medical Imaging and Occupational Dosimetry.  From diagnosis through treatment we enhance the delivery and ensure the safety of healthcare. With practitioners and patients as our inspiration, we create advanced technology that improves lives.  Our work results in reduced risk and harnessed opportunity – where it matters most.

At Mirion, we foster a culture of integrity, collaboration and continuous improvement empowering our teams to make a meaningful impact every day.

The Opportunity

We are seeking a highly driven Support Operations Manager – APAC who will have accountability for the delivery of all customer training and support operations across the hardware and software business areas and will drive the efficiency, consistency and effectiveness of training and support services.

This role involves strategic business planning, including cross training to maximize the use of available resources management, and fostering a culture of high employee performance and positive customer experience. Internal and external stakeholder relations are critically important

The position will also have management accountability for Team Leads and team members in the Global Service and Support APAC region.

Location:  Remote – based in the APAC region (preferred)

Travel: Up to 25% across the region

Key Responsibilities

Strategic Leadership:

Lead, mentor, and develop a high-performing training and support team, fostering a culture of excellence and continuous improvement

Serve as an initial escalation point for major client issues, leading resolution strategies and internal coordination to protect customer relationships and brand integrity

Data-Driven Decision Making:

Analyze data trends to proactively identify improvement opportunities in customer training, case resolution and customer satisfaction

Use training & support data to monitor performance and drive efficiency improvements in customer training and customer satisfaction of service delivery

Operational Excellence and Scalability:

Empower teams on the achievement of service objectives and key performance indicators

Ensure that team members are properly trained and qualified to deliver the expected service in a consistent format and within time constraints

Team Development

Build and maintain a high-performance team; hire and mentor new talent and provide career development planning and opportunities.

Qualifications and Education Requirements:

BSc. or MSc. in Medical Physics, Dosimetry, or related discipline

Good level of management or team lead experience

Experience in managing team performance across different regions and time zones

A background in the Healthcare industry, preferably in medical technology, radiation oncology, or healthcare SaaS environments

Analytical mindset with the ability to translate data into actionable insights.

Experience with CRM and customer support platforms (e.g., Salesforce), and ability to interpret BI dashboards and analytics

Travel as needed to attend conferences, trade shows, meetings as required

Required Skills:

You will possess a range of skills that will be key to the success of your role and include:

Strong leadership and team management skills

Excellent communication and stakeholder engagement abilities

Fluent in English – additional languages a plus

Strategic thinker with strong problem-solving and project management skills

Adaptable, collaborative, and customer-focused mindset

Creative and flexible approach to process design and delivery

Self-motivated, organized and detail oriented

Able to manage many work streams simultaneously and a strong desire to consistently up-skill on the latest developments, standards and trends

Travel & Requirements

REMOTE – within the APAC region (preferred)

Access to a major international airport is essential

Ability to travel up to 25% across APAC, Europe, and the USA

No international travel restrictions

What we can offer

Competitive compensation and benefits package

Opportunity to grow within a global organization

Exposure to innovative healthcare technologies and solutions

Collaborative, high-performance international team environment

Ongoing professional development and career advancement

A full job description will be provided upon application.