What we do
Operations at THS is responsible for the delivery and support of our software products, Harmony and RDx. We operate in three geographical contexts - directly in the customer interface within the European market, with distributor network in the EMEA market and supporting other Topcon teams in the global market.
The Operations teams are responsible for customer satisfaction. Consisting of three teams – Project Management Office, Implementation and Service and Support – we manage the deployment of products, and deliver support services and service management proactively and professionally.
Our team has grown quickly from 5 people in 2018 to over 30 in 2023 and represents over 10 nationalities, multiple different educational backgrounds and a close-to-balanced gender ratio. We are proud of the diversity within our team and value the contribution that makes to the organisation.
Project Management Office (PMO) Team
The PMO has three key roles who are responsible for project-related governance and delivery process, including keeping delivery process in accordance with medical regulations.
Our Project Managers oversee customer delivery. Documentation Specialists are responsible for document templates and instructions. And finally, our Clinical Solutions Specialist deliver training to our customers. It’s our job to share and implement best practices to ensure the smooth delivery of internal and external projects.
The Implementation Team consists of four key roles: Integration Specialists, Solution Specialists, Solution Architects and System Specialists. The team is a great combination of specialists with varied competence and work experience. We play a critical role in configuring systems and solutions for customers to match their specific needs. Specialists in the team focus on delivering customer projects and providing technical, sales and training-related support to other teams.
Service & Support Team
The Service & Support Team are the face of the company! Our team provide service to our customers and partners, and are responsible for Service Desk and Service Management. Service Desk is the entry point for incidents and requests, and is where our Support Specialists and System Support Specialists interact with our customers to help solve their problems and monitor our services. Cloud Administrators make sure our hosting environments are up to standard. Service Managers are the customer's representatives at Topcon and communicate regularly with them to ensure they are happy with our service. Our Technical Service Managers are key players in the success of Topcon teams globally and ensure technological consistency of our Solutions. Collectively, our team is also responsible for rolling out new version of our software into the market.