Regional Head of Product Support at InterSystems.

About the role

In this pivotal position, you will be responsible for shaping the strategy, operations, and effectiveness of the Product Support division throughout the Latin American region. As a key member of the regional management team, you will represent InterSystems to high-level stakeholders while ensuring that our enterprise software clients receive top‑notch service quality.

Key facts

- Location: Chile
- Engagement: Full‑time

What you’ll do

- Direct the regional support organization by overseeing performance metrics, workforce planning, and the development of leadership capabilities within the team.
- Serve as the company’s representative at executive‑level customer forums, acting as the primary point of escalation for significant business challenges.
- Establish and execute service governance frameworks, key performance indicators (KPIs), and operational metrics to guarantee consistent service delivery across the region.
- Collaborate with both integral and regional leadership teams to inform product strategy and investment decisions based on insights gathered from customers.
- Innovate the service delivery model by integrating automation and leveraging data‑driven enhancements to improve efficiency.
- Cultivate a customer‑centric culture that emphasizes sustainable solutions and the long‑term value of partnerships.
- Manage major incident responses and ensure readiness for software releases to reduce operational disruptions for clients.




- Monitor and analyze service performance data to identify trends and areas for improvement, ensuring that the support team meets its objectives.
- Develop training programs aimed at enhancing the skills of the support team, ensuring they are equipped to handle complex client inquiries.
- Engage in regular communication with clients to gather feedback and address any concerns, fostering strong relationships.
- Drive initiatives that promote continuous improvement within the support organization, aligning with the overall business goals of InterSystems.

Requirements

- A minimum of 12 years of experience in enterprise software support or service management, particularly in regional or multi‑country contexts.
- Demonstrated success in leading senior teams through periods of organizational change and growth.
- Strong capability to engage with C‑level executives and senior leaders in the healthcare sector.
- Experience in roles that span support, development, and professional services functions.
- A Bachelor’s degree in Computer Science, healthcare, or a related discipline.
- Proficiency in both English and Spanish is essential for effective communication.

Nice to have

- ITIL certification,



which demonstrates a commitment to best practices in service management.
- Completion of formal leadership or management training programs that enhance your leadership skills.
- Experience with customer relationship management (CRM) systems or tools that facilitate client engagement.

Skills & tools

- Familiarity with modern service management frameworks, particularly ITIL, to ensure best practices are followed.
- Proficient in operational analytics and performance management tools that help track and improve service delivery.
- Knowledge of enterprise software support methodologies that align with industry standards.
- Strong analytical skills to interpret data and make informed decisions that enhance service quality.
- Excellent communication and interpersonal skills to foster collaboration within teams and with clients.

Practical notes

This role complies with Law No. 21.015, which promotes the labor inclusion of individuals with disabilities in Chile. InterSystems is committed to maintaining inclusive and accessible recruitment processes in accordance with Chilean labor laws. While candidates are encouraged to utilize AI tools for preparing their applications, the use of AI or third‑party transcription services during interviews is strictly prohibited to ensure a fair and equitable selection process.

In summary, the Regional Head of Product Support at InterSystems is a critical leadership role that requires a blend of strategic vision, operational excellence, and a deep commitment to customer satisfaction.

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📌 LATAM Regional Head of Product Support (Santiago)
🏢 Intersystems
📍 Santiago