Operations Manager, Service & Technical Support

Key Responsibilities

• Design and direct operational flow from in house to field service, including leading process improvement initiatives using Lean techniques and tools.
• Manages the service center technical support team providing phone-based troubleshooting to customers and field sales representatives.
• Sets coverage, call handling standards and response time expectations, and maintains troubleshooting guides, FAQs and support training materials.
• Team oversight and development plan for team members ensuring a team focused on metrics driven results and continuous improvement.
• Selects, develops and evaluates staff to ensure efficient operation of repair and service.
• Serves as the escalation point for customer-reported product issues in the field.
• Drives investigation, root cause analysis and corrective action with Engineering, Quality and Manufacturing, and closes the loop with the customer.
• Develops and executes system drives unit traceability from site through to field.
• Develop plans for efficient management of spare parts, ensuring system solutions as per site standardized practices.
• Partners with purchasing for system process design and execution.
• Owns the warranty and RMA process end to end, including return authorization, receipt and evaluation, repair or replace decisions, warranty cost tracking and credit issuance.
• Defines and reports KPIs such as first contact resolution, call volume and abandonment rate, repair turnaround time, repair backlog, warranty cost as a percent of sales and repeat repair rate.
• Ensures field and service center activity feeds the complaint handling system, that complaints are captured, triaged and escalated for MDR and vigilance reportability decisions per procedure, and that repair records and device history records are maintained.
• Partners with Sales, Marketing and Customer Service on service offerings, service and repair pricing, escalation paths and customer communication for field actions.
• Partnering with financial partner to ensure cost model to support operation and adherence to aligned cost model and budget.
• Ensures adherence to Company policies and procedures.
• Ensures quality of products is maintained, and safety procedures, Federal and State regulations and Company guidelines are followed.
• Participates in special projects and performs other duties as required.

Specific Knowledge & Skills

• ISO 9001 and 13485 experience
• Experience in medical device manufacturing of Class 1 and 2 devices
• Effective Continuous Process Improvement Experience
• Lean Manufacturing Background
• Successful experience in integrating new products into the manufacturing process
• Logistics experience required
• Service management and CRM systems for case management, RMA tracking and installed base records preferred
• Repair experience with handpieces or comparable small electro-mechanical and pneumatic devices preferred

General Skills & Competencies

• Excellent management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Outstanding presentation and public speaking skills
• Outstanding independent decision making, analysis and problem solving skills
• Understand, interpret and act on financial information that contributes to business profitability
• Ability to plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility
• Lead teams to achieve company goals and solve complex business issues in creative and effective ways
• Outstanding planning and organizational skills and techniques
• Communicate effectively with senior management and key stakeholders
• Strong negotiating skills and ability to effectively manage internal and external relationships
• Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
• Broad and wide-range of professional and managerial skills with a full understanding of industry practices and company policies and procedures
• Ability to lead and develop virtual teams
• Outstanding in multiple technical and business skills

Minimum Work Experience

Typically 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 3 or more years of management experience.

Preferred Education

Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.

Travel / Physical Demands

Travel – up to 25% domestic, with occasional international travel, for customer site visits, field issue resolution and service center support.