Operations Manager, Service & Technical Support

Henry Schein•Savannah, GA

7d•Onsite

About The Position

This position is responsible for the design and execution of the end-to-end process of the service and support operation from in-house to field activities. This includes supplier relationships, warranty management, customer support and processes that enable optimized customer experience. The role is responsible for post-sale technical support for the product line: resolution of customer-reported issues in the field, a service center staffed by technicians providing technical phone support and partnering with service and repair team handling warranty and out-of-warranty repairs on site. This position ensures adherence to all QSR’s.

Requirements

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

Nice To Haves

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

Responsibilities

Design and direct operational flow from in house to field service. Includes 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. Uses the data to target product and process improvements
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.