Technical Service Manager

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

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Noah Medical

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2018

⚕️ Assurance santé

💰 €150 000 000 Series B en 2023-04

Healthcare Insurance • Robotics • Medical Devices

Noah Medical est une entreprise pionnière de la nouvelle génération en robotique médicale, se concentrant spécifiquement sur la pneumologie interventionnelle. Ils ont développé le système Galaxy System™ avec la technologie TiLT + Technology™, conçu pour surmonter les défis tels que la divergence CT-corps lors des procédures médicales. Leur technologie propriétaire facilite les mises à jour de navigation en temps réel et le guidage au sein du poumon, visant un diagnostic plus précoce et plus sûr. Le système utilise un bronchoscopie à usage unique pour réduire les risques de contamination croisée et améliorer l'efficacité des procédures. Noah Medical collabore avec des professionnels de la santé de premier plan pour offrir des solutions qui s'intègrent parfaitement aux équipements médicaux existants, améliorant la précision diagnostique et les résultats procéduraux.

Description

• Oversee work for the Service and Support teams ensuring outstanding customer service to our customers both external and internal. • Support development and performance of team members. • Establish metrics and generate reports to monitor teams’ performance and service levels to our customer through the development of Key performance indicators (KPI’s) • Responsible for recruiting and hiring to support business needs. • Assures optimum equipment uptime for customers by quickly responding to customer reported problems and managing their expectations via phone, email or onsite visits. • Champion a strong customer-facing culture in the field – professionalism at the site, effective communication with clinical staff, and proactive follow-up after service events. • Provides feedback for design and process changes to assure customer satisfaction. • Excellent communication skills with the ability to interact with customers at all levels. • Effectively manage team budget. • Ensure company assets are maintained to perform all necessary job functions.

🎯 Exigences

• Service Manager Experience with medical device company experience is a plus. • Bachelor’s degree in Engineering (Electrical, Electronics, Mechanical, or Fluidics) strongly preferred or an AS and equivalent experience. • 4+ years Field Service experience preferable in the Medical Equipment Industry. • 6+ years Field Service / Medical Industry Experience without Bachelor’s/AS Degree. • Demonstrated knowledge of Field Service documentation platforms (Salesforce Field Service, Service Cloud, Service Now) including workflow design, case and work order management, dispatch / scheduling, and reporting to drive Field Service efficiency. • Experience defining and using service KPIs and dashboards to manage performance, prioritize initiatives, and communicate results to leadership. • Self-starter and independent with the ability to manage/coordinate a staff located remotely. • Willing to travel and be hands-on in the field to service the product whenever necessary. • Ability to respond in verbal or written form (email) to inquiries or complaints from customers or co-workers. • Must be fiscally responsible, able to make own travel arrangements, and turn in expense reports on a weekly basis. • Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation. • Must have a valid driver’s license.

🏖️ Avantages

• Competitive Salary • Comprehensive health insurance including Medical, Dental and Vision + HSA and FSA options • Equity & Bonus Program • Life Insurance (company paid & supplemental) and Disability insurance • Mental health support through medical insurance programs • Legal and Pet Insurance • 12+ paid holidays, Flexible Time Off + Sick Time • Paid parental leave • In-office snacks and beverages • In-office lunch stipend • Learning & Development Opportunities: On-demand online training and book reimbursement • Team building and company organized social and celebration events