Director, Escalations – BL OSS

 We don’t just build technology. We build hope for everyone dealing with Cancer. 

At Elekta, we believe every patient deserves the best care. That’s why we’re committed to developing precision radiation therapy solutions that improve, prolong, and save lives. As Director, Escalations, you’ll play a pivotal role in ensuring our customers receive timely, effective support when it matters most. 

What you’ll do at Elekta 

As a Director, Escalations, you will lead and manage critical escalations across our Business Line OSS (BLOSS), ensuring swift resolution and clear communication for high-impact internal and external customer issues. This strategic role requires strong leadership, operational expertise, and a passion for continuous improvement.  

You’ll act as the primary liaison between regional and central service teams, mobilizing the right support at the right time.  

This is a Hybrid role, and we are open to hiring in Crawley (UK), Stockholm (Sweden), Agrate Brianza, (Italy), Madrid (Spain), and Lisbon (Portugal).  

Responsibilities 

Escalation Management & Resolution 

• Lead all critical escalations across BLOSS, ensuring timely and effective resolution. 

• Serve as the central contact for high-priority customer concerns, engaging senior stakeholders and executive leadership. 

• Maintain real-time visibility of major cases and escalate blockers to leadership. 

• Define and enforce escalation governance, including prioritization, response frameworks, and timelines. 

• Coordinate with Product Development, Supply Chain, Service, and Quality teams to resolve issues efficiently. 

• Implement structured root cause analysis to prevent recurrence. 

Cross-Functional Collaboration 

• Align with Product Development, Product Management, Engineering, Regulatory, and Quality teams. 

• Partner with Sales and Regional Leaders to maintain strong customer relationships and proactive communication. 

Process & Continuous Improvement 

• Develop proactive escalation prevention strategies using data insights and post-mortem learnings. 

• Share global learnings to enable proactive mitigation. 

• Provide feedback to BLOSS leadership to drive product and process improvements. 

• Optimize workflows in Salesforce, ServiceNow, or other tools for visibility and traceability. 

• Track and report key escalation metrics to executive leadership. 

Leadership & Stakeholder Management 

• Engage with executive leadership and global operations to align on escalation handling. 

• Act as a trusted advisor to internal teams and customers, balancing business needs with excellence. 

What you bring 

• 10+ years in service operations, supply chain, product quality, or order fulfillment, with a focus on escalations. 

• Strong leadership and stakeholder management experience. 

• Expertise in RCA, 8D, Six Sigma, and process improvement. 

• Experience with Salesforce for case management. 

• Customer-centric mindset and crisis management skills. 

• Ability to manage multiple escalations in a fast-paced global environment. 

• Excellent communication and negotiation skills. 

Preferred Qualifications: 

• Experience in Medical Devices, Healthcare, or High-Tech Manufacturing. 

• Certifications in Lean Six Sigma, PMP, or ITIL. 

We encourage you to apply even if you don’t meet every requirement—your unique skills and experiences might be exactly what we're looking for!   

Why should you join Elekta? 

In this role, you will work for a higher purpose; hope for everyone dealing with cancer, and for everyone regardless of where in the world, to have access to the best cancer care. You will be part of our international innovative team and given the opportunity to learn and develop.   

We support your growth, well-being, and success with benefits tailored to each location. 

Local benefits will apply depending on location. 

Hiring process 

We are looking forward to hearing from you! Apply by submitting your application and resumé in English, via the “Apply” button. Please note that we do not accept applications by e-mail.  

Your Elekta contact 

For questions, please contact the responsible Global Talent Acquisition Partner, Nidhi Pousette, nidhi.pousette@elekta.com. 

We are an equal opportunity employer 

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, genetic information, national origin, disability, veteran status, or any other status protected by law in the locations where Elekta operates. 

About Elekta 

Here at Elekta, you will make a difference. We are a MedTech company that provides software and hardware to hospitals and clinics all over the world.