Manager, Technical Service Repair & Continuous Improvement

ZOLL Medical•Chelmsford, MA

7h•$115,000 - $135,000

About The Position

Acute Care Technology At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions. The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Products include AEDs, trauma kits, ventilators, temperature management solutions, and more. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service. At ZOLL, you won't just have a job. You'll have a career—and a purpose. Join our team. It's a great time to be a part of ZOLL! Job Summary The Technical Depot Repair Manager is a skilled and experienced leader responsible for leading a team of supervisors, group leads, and/or engineers engaged in the repair, troubleshooting, and certification of medical devices within the depot service environment. This individual will be responsible for day-to-day and month-to-month operations to ensure timely and high-quality device servicing in compliance with internal quality systems and external regulatory standards. Key responsibilities include overseeing repair workflows, managing case queues and turnaround times, driving root cause analysis and corrective actions, and ensuring consistent documentation and certification practices. The manager provides technical guidance to the team, supports complex escalations, and collaborates cross-functionally with Quality, Regulatory, Engineering, and Customer Support teams. In addition to managing daily/monthly operations, this role supports and sometimes leads continuous improvement initiatives focused on increasing efficiency, reducing device failure rates, and optimizing repair strategies. The manager also plays a key role in developing and mentoring team members through hands-on support, structured development plans, and training programs to meet organizational and individual growth goals.

Requirements

Bachelor's Degree engineering or a related technical field (or equivalent combination of education and experience) required
Minimum of 5 years of leadership experience leading a technical or engineering team, preferably in a repair, service, or manufacturing environment is a plus. required
Highly motivated self-starter with a proactive approach to problem-solving and team leadership.
Ability to flex managerial style based on needs of the individual and task at hand (direct, coach, support, delegate)
Excellent written and verbal communication skills; able to convey technical information clearly across various audiences.
Proven ability to lead individuals, allocate resources effectively, and delegate tasks to achieve departmental and organizational goals.
Skilled in managing interpersonal conflict and fostering collaboration in high-pressure or antagonistic situations.
Proficient computer skills, including Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
Solid working knowledge of analog, digital, and high-voltage circuit design and troubleshooting techniques.
Ability to become an expert with technical product and/or process knowledge
Familiarity with regulatory requirements for Class II and Class III medical devices.
Experience with continuous improvement methodologies including Lean, Six Sigma, and statistical process control.
Working knowledge of ISO 13485 quality system requirements or similar regulated environments.
Demonstrates a strong sense of urgency and bias for action to maintain service continuity and resolve issues efficiently.
Confident decision-maker who balances speed, cost, and effectiveness when evaluating operational trade-offs.

Responsibilities

Manage a team of supervisors, group leads, and/or technicians in the Technical Repair Depot, ensuring optimal use of resources and effective delegation to meet departmental and company objectives.
Foster a high-performance culture by mentoring and developing team members through coaching, feedback, and growth-focused initiatives.
Oversee daily and monthly operations of the Technical Service Depot, ensuring timely repair, certification, and return of medical devices in accordance with regulatory and quality standards.
Direct involvement with staffing of department (interviewing, hiring, and termination).
Conduct timely and constructive performance reviews in alignment with company guidelines.
Implement plans to achieve company and departmental goals and interface with other departments within the ZOLL organization to achieve objectives
Assist in the creation, implementation, and administration of budgets for Technical Service
Work with Business groups to ensure accurate repair estimates and repair details.
Collaborate with Technical Support, Contracts, QA, Manufacturing and other departments as required to bring resolutions to customer returns.
Become the “go-to” person in a specified area of expertise based on businesses needs (e.g. continuous improvement, component-level debug or rework, etc.)
Work with cross-functional teams to initiate service for new products when applicable
Define, track, and improve upon key performance indicators (KPIs) and metrics to assess overall productivity, quality, and turnaround times.
Make sound, data-driven decisions that balance quality, turnaround time, cost, and customer impact.
Identity problems and institute solutions through procedural changes, application of continuous improvement methodologies (e.g. Lean Six Sigma)
Develop and maintain a structured training program to ensure staff remain proficient and knowledgeable across all supported products.
Ensure all depot tools, calibration equipment, and test systems are properly maintained, functional, and readily available for use.
Assist in the creation and documentation of new procedures, policies, processes and documentation as required.
Other duties or special projects as assigned.