Overview
On Site
USD 140,000.00 - 160,000.00 per year
Full Time
Skills
Mergers and Acquisitions
Medical Devices
Pivotal
Customer Support
Product Support
Technical Support
Routing
Recruiting
Training
Performance Metrics
Inventory Management
Collaboration
Management
Repair
Quality Control
Contract Management
Policies and Procedures
Regulatory Compliance
Product Development
Quality Assurance
Continuous Improvement
Customer Satisfaction
Corrective And Preventive Action
MRB
Manufacturing
Good Manufacturing Practice
Leadership
ISO 13485
Customer Service
Operational Excellence
Privacy
Marketing
Job Details
Location: Marlborough, MA
Salary: $140,000.00 USD Annually - $160,000.00 USD Annually
Description: Service Manager - Medical Devices
Position Overview:
Our client is seeking a Service Manager - Medical Devices to oversee operations across call/product support centers and repair facilities, ensuring seamless resolution of customer inquiries and product-related issues. This role is pivotal in managing service processes, optimizing customer support, and driving efficiency in warranty claims, product repairs, and service contract management.
Key Responsibilities:
Education: B.S. in Engineering or a related discipline.
Experience: Minimum 15+ years in manufacturing and service of light-based medical products in a cGMP environment, with 5+ years in leadership roles.
Industry Knowledge: Strong expertise in ISO13485, QSR 21 CFR 820, and other medical standards.
If you're a strategic leader with a passion for customer service and operational excellence, we'd love to hear from you!
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Salary: $140,000.00 USD Annually - $160,000.00 USD Annually
Description: Service Manager - Medical Devices
Position Overview:
Our client is seeking a Service Manager - Medical Devices to oversee operations across call/product support centers and repair facilities, ensuring seamless resolution of customer inquiries and product-related issues. This role is pivotal in managing service processes, optimizing customer support, and driving efficiency in warranty claims, product repairs, and service contract management.
Key Responsibilities:
- Lead and manage call/product support center operations, ensuring effective handling of customer inquiries and technical support requests.
- Develop and implement strategies to enhance call routing, staffing, and training, improving customer satisfaction and service quality.
- Monitor performance metrics and SLAs, identifying areas for improvement and implementing corrective actions as needed.
- Foster a customer-first culture, emphasizing responsiveness, accuracy, and empathy in interactions.
- Oversee repair center operations, ensuring timely diagnosis, resolution, and inventory management.
- Collaborate with technical experts and engineers to troubleshoot complex product issues and develop effective repair solutions.
- Manage relationships with third-party repair vendors and service providers to maintain quality standards.
- Implement quality control measures, ensuring repaired products align with company standards and customer expectations.
- Coordinate warranty claims processing, product replacements, and service contract management.
- Develop and maintain service policies and procedures, ensuring compliance with industry regulations and company standards.
- Work with product development, engineering, and quality assurance teams to address recurring product issues and enhance reliability.
- Drive continuous improvement initiatives, optimizing service efficiency and enhancing customer satisfaction.
- Represent the Service function in Quality and Regulatory programs, including CAPA, Complaint Handling, and MRB.
Education: B.S. in Engineering or a related discipline.
Experience: Minimum 15+ years in manufacturing and service of light-based medical products in a cGMP environment, with 5+ years in leadership roles.
Industry Knowledge: Strong expertise in ISO13485, QSR 21 CFR 820, and other medical standards.
If you're a strategic leader with a passion for customer service and operational excellence, we'd love to hear from you!
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact:
This job and many more are available through The Judge Group. Please apply with us today!
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.