Technical Service Manager

🕒 April 29

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Noah Medical

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

⚕️ Healthcare Insurance

💰 $150M Series B on 2023-04

Healthcare Insurance • Robotics • Medical Devices

Noah Medical is a company pioneering the next generation in medical robotics, specifically focused on interventional pulmonology. They have developed the Galaxy System™ featuring TiLT + Technology™, designed to overcome challenges such as CT-to-body divergence in medical procedures. Their proprietary technology facilitates real-time navigation updates and guidance within the lung, aiming for earlier and more confident diagnosis. The system utilizes a single-use bronchoscope to reduce cross-contamination risks and improve procedural efficiency. Noah Medical collaborates with leading healthcare professionals to deliver solutions that integrate seamlessly with existing medical equipment, enhancing diagnostic accuracy and procedural outcomes.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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