Technical Support Manager

Description:

Manager, Technical Complaints

Hybrid / Full Time / Portsmouth, NH

At Novocure, we're working to extend the lives of patients battling some of the most aggressive cancers. Every role here contributes to that mission - and as Manager, Technical Complaints, you'll play a critical role in ensuring our global complaint handling program remains compliant, efficient, and inspection-ready while helping lead one of the company's most significant quality system transformations.

ABOUT THE ROLE

We are seeking an experienced medical device quality leader to own Novocure's global technical complaint handling process. This position combines people leadership, quality systems expertise, and business process ownership. You will lead a global team, partner with stakeholders across Quality, Medical Safety, Regulatory Affairs, Global Technical Services, IT, Manufacturing, R&D and Patient Experience, and serve as the business lead for the migration from SAP to Veeva Vault Quality.

This is not simply a complaint management role. We are looking for someone who can drive process transformation, influence stakeholders, improve data-driven decision making, and confidently lead change in a highly regulated medical device environment.

WHAT YOU'LL DO

• Lead and develop a global team of Technical Complaint Specialists.
• Own the end-to-end complaint handling process from intake through closure.
• Lead the complaint handling transformation from SAP to Veeva Vault Quality.
• Partner with IT and Quality Systems to define business requirements, workflows and system configuration.
• Drive complaint trending, KPIs, executive dashboards and management reviews.
• Identify quality signals and partner on CAPA and continuous improvement initiatives.
• Support FDA inspections, notified body audits and global regulatory inspections.
• Collaborate across Medical Safety, Regulatory Affairs, Engineering, Manufacturing, Patient Experience and Global Technical Services.
• Champion standardized global complaint handling processes and inspection readiness.

ABOUT YOU

You are an experienced medical device quality professional who enjoys improving processes as much as developing people. You understand complaint handling regulations, know how to translate data into meaningful business insights, and have successfully led cross-functional initiatives. You remain calm under pressure, communicate effectively with diverse stakeholders, and thrive in environments undergoing meaningful change.

Minimum Qualifications

• Bachelor's degree in Engineering, Life Sciences or related field.
• 5+ years of medical device quality experience with significant complaint handling responsibility.
• 3+ years of people leadership in a global environment.
• Hands-on Veeva Vault Quality Complaint Management experience.
• Experience supporting FDA inspections and international audits.
• Working knowledge of FDA 21 CFR Part 820, ISO 13485, ISO 14971, EU MDR, CAPA and post-market surveillance.
• Strong analytical, communication and stakeholder management skills.

Preferred Qualifications

• Experience leading Veeva Vault implementations or complaint process optimization.
• SAP-to-Veeva migration experience.
• Lean Six Sigma certification or process improvement background.

HOW YOU'LL WORK

• Hybrid role supporting our Portsmouth, NH office.
• Regular collaboration with on-site teams and global stakeholders.
• Occasional domestic and international travel as business needs require.
• Opportunity to lead a highly visible, enterprise-wide quality transformation initiative.

WHAT WE OFFER

The pay range which Novocure expects to pay for this role at the time of this posting is $110,000 - $143,000/yr. This position is also be eligible for an annual bonus and restricted stock unit grant in addition to a full range of benefits. Individual compensation within this range depends on a variety of factors, including, but not limited to, prior education and experience, job-related knowledge and skills demonstrated.

ABOUT NOVOCURE

Novocure is a company with a powerful mission, to extend the lives of people living with some of the most aggressive forms of cancer. Here your work will have a direct impact on patients and those who care about them. Join a team of passionate, collaborative people who support each other, challenge one another, and innovate together. Here, you'll connect, grow, and make a real difference. We're a company with the drive of a startup and the strength that comes with 25 years of success.

Novocure operates at a rare crossroad, where advanced medical technology converges with cutting-edge biotechnology. We are the only company to develop and commercialize Tumor Treating Fields (TTFields), a proprietary, groundbreaking therapy designed to disrupt cancer cell division. With us you will find a unique combination of laboratory research work alongside engineering development of advanced technologies. This fusion of disciplines positions us as true pioneers in oncology innovation, leading a new frontier in the treatment of aggressive cancers.

Our patient-forward values

- innovation

- focus

- drive

- courage

- trust

- empathy

#LI-RJ1

Novocure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state, or local law. We actively seek qualified candidates who are protected veteran and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Novocure is committed to providing an interview process that is inclusive of our applicant's needs. If you are an individual with a disability and would like to request an accommodation, please email View email address on click.appcast.io

If you're excited about this role, we encourage you to apply.