Site Leader

Mission

As a Site Leader, you will be responsible for leading a team to ensure exceptional customer service, resolving issues, improving processes, and managing site operations and maintenance in alignment with departmental goals and standards for quality, safety, efficiency, and customer satisfaction.

Challenges we trust you with

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Operational Efficiency and Site Maintenance

• Organize and manage site operations to ensure smooth and efficient service delivery, according to objectives.
• Schedule and prioritize activity plans to ensure timely completion of projects and operational goals.
• Monitor and analyze key performance indicators (KPIs) related to customer service and site maintenance. 
• Prepare reports and document actions taken, improvement plans, and activity summaries with accuracy and attention to detail.
• Responsible for the proper use of service tools and data quality on all applicable service records.
• Accountable for site organization and cleanliness.
• Identify and implement process improvements to enhance efficiency and customer satisfaction. 
• Ensure adherence to healthcare regulations and standards. 

Team Leadership

• Responsible for the development and performance standards of the team.
• Participate in the hiring of candidates, as well as in their retention and inclusion, in compliance with IBA policies, Code of Business Conduct, and local regulations.
• Communicate effectively with customer staff, physicians, and other internal and external stakeholders. 
• Maintain clear and accurate records of customer interactions. 
• Escalate complex issues to the appropriate escalation point. 

Customer Interface and Service Excellence

• Build and maintain an operational first-line relationship with the customer, addressing needs and ensuring satisfaction.
• Ensure all customer service interactions are handled with professionalism and empathy. 
• Resolve customer issues and concerns promptly and effectively. 
• Proactively identify areas for improvement in customer service processes.

Safety & Quality Compliance

• Enforce applicable safety standards and ensure high quality in all site operations.

Service Agreement Execution

• Ensure adherence to service contract obligations, maintaining full responsibility and accountability for deliverables.

Issue Escalation & Process Improvement

• Identify and report issues, escalate as needed, and collaborate with colleagues to identify solutions to enhance compliance and process efficiency.

Special Projects and Other Potential Responsibilities

• Assist with special projects and assignments as needed.
• Assist with onboarding, training, and assimilation of new team members. 
• Participate in departmental meetings and projects. 

What we value

• Bachelor’s degree in engineering, operations management, or a related field.
• 5+ years of experience in electronics and electrical system troubleshooting.
• 3+ years of experience in cooling systems, vacuum systems, PLCs, regulation loops, drivers, sensors, positioning equipment, electric motors, high-voltage equipment, low-voltage equipment, etc.
• 2+ years of experience in mechanical system repair, maintenance, and operations of large systems.
• Strong leadership, communication, and people-management skills with proven experience in mentoring, coaching, and developing team members to meet objectives.
• High emotional intelligence, interpersonal skills, and the ability to develop trusting and long-term relationships internally and externally.
• Customer-focused mindset aimed at continuously improving customer satisfaction.
• Demonstrated ability to work well within a complex organization and collaborate with staff at all levels.

And you also are:

• Experienced in customer service, healthcare, clinical/hospital environment, or a related field preferred.
• Experienced with ServiceMax and SAP preferred.
• Capable of working autonomously and making inclusive and thoughtful decisions.
• Able to work with a solution-focused approach, striving to determine what are the best actions needed to complete the team's assignments.

• RF and power supply experience.
• Troubleshooting experience (down to component level).
• Cyclotron experience desired but not required.

Compensation and Benefits

The approximate annual base salary range for this position is provided below. Within this range, individual compensation is influenced by various factors such as location, job-specific skills, work experience, and relevant education or training. This role may also qualify for discretionary bonuses, profit sharing, commissions, and benefits.

Approximate Range

$118,800 - $157,100 USD

IBA is committed to recognizing your dedication and contributions to our company's success while upholding the standards of a B Corp and living by our values. As a result, we provide benefit plans that not only reward your hard work but also offer you and your family comprehensive and affordable financial, health, and wellness protection. We are confident that you will find our benefit offerings to be of great value for both you and your dependents.

Foundational Benefits paid for 100% by IBA:
Basic Life insurance (1x annual pay)
Accidental Death & Dismemberment Insurance (1x annual pay)
Short Term Disability (80% of pay)
Long Term Disability (60% of pay)
Medical Insurance premium subsidy for each of the 3 available options
Wellness Program cash incentives (up to $500/year)
Annual contribution to Health Savings or Health Reimbursement Accounts
Dental Insurance premium subsidy
Vision Insurance premium subsidy
4% 401(k) Plan match
Profit Sharing Plan
10 weeks 100% paid Parental Leave (Mothers and Fathers)
7 personal days annually
10 days of PTO in first year
Emergency Travel Services
Employee Assistance Plan
Tuition Reimbursement Program
Professional growth education programs
Above and Beyond Reward Program
Job referral rewards

Additional benefits available:
Voluntary Life Insurance
Voluntary Spousal Life Insurance
Pre-paid Legal Services
Health Savings Account
Health Care Flexible Spending Account
Dependent Care Flexible Spending Account

Life at IBA

IBA is a listed company, headquartered in Belgium, and employs 1800 people across the globe mobilizing their skills and passion to Protect, Enhance and Save lives. We develop, manufactures and supports innovative equipment and software solutions for diagnostic, cancer treatment, and industrial applications.   

Innovating for life since more than 30 years, IBA has open new ways to diagnose and fight cancer and become the worldwide technology leader in the field of Proton Therapy, which is today the most advanced technologies treatment against cancer.  Our core particle accelerators knowledge is unparalleled, with 100,000 patients treated on our proton therapy solutions and over 550 accelerators in operation globally.  

One Mission, 4 Business Lines  

IBA ‘s world class expertise lies in the development of:  

• Next generation Proton Therapy technologies   
• Radiopharmaceuticals providing oncology care providers with premium quality services and equipment 
• Dosimetry advanced solutions for Quality Assurance of medical equipment and increased patient safety
• Particle accelerators for the Industrial and medical world.  

Our 4 business lines are employing more than 1,500 passionate professionals worldwide dedicated to our Mission:  Protect, Enhance and Save lives.  

Join us  

At IBA we dare to develop innovative solutions pushing back the limits of technology. We achieved worldwide recognition in our field by supplying the world's top oncologists with the most precise, cancer-defeating, technologies.  

If you are passionate, cause-driven, you can make this quest yours by joining our dedicated colleagues and give your career a new meaning.