Technical Services Manager

Apyx Medical•Clearwater, FL

14h

About The Position

Manages the technical services team, both onsite and in the field, providing effective customer on-site and company in-house support and technical assistance with various products or equipment. Plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize up time. Oversees the scheduling and training of the technical services department. Works with managers to develop methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed.

Requirements

Requires a bachelor’s degree in electronics, engineering, or similar field.
Requires a minimum of 5 years’ experience as an individual contributor and 2-3 years of supervisory experience.
Competencies/skills: electronic equipment installation and troubleshooting, field service/customer service support, safety compliance, etc.
Able to follow written procedures, correctly use measuring devices and read drawings as required.
Ability to respond to common inquiries from members of the business community.
Ability to effectively present information to personnel of all level employees.
Ability to define problems, collect data, establish facts, and draw valid conclusions.

Nice To Haves

technical background in a clinical setting (doctor’s practice, hospital, etc.) who is proficient in clinical procedures, healthcare regulations, etc.

Responsibilities

Responsible for the direct supervision of Service and Repair technicians (both onsite and in the field, as necessary), – coordinating their workload, managing the assignment of their work priorities and their daily production activities
Ensure adequate training of Service and Repair technicians
Plan and schedule in-field service technician field support
Hands-on repair, testing, and installation of company products, to include in field support to meet customer requirements
Field support means the position would be required to travel as needed
Field incoming service calls from customers to assist with equipment malfunctions, equipment settings for procedures, etc.
Exhibit strong customer service skills in all interactions with external customers including surgeons, nurses, practice managers, Apyx direct sales team and distributors, etc.
Ensures that project/department milestones/goals are met and adhering to approved budgets.
Responsible for Standard Operating Procedures, Work Instructions, and documents under the technical services purview to include submitting revisions and updates to procedures and related documents
Responsible for the availability, accuracy and quality workmanship of all quality records within the department
Responsible for establishing and managing inventory for the department to include periodic cycle counts of material, periodic requisitions of material to be transferred into and out of the department as well as during the annual inventory review process
Participate and represent technical services for any internal and external audits
Complete Corrective and Preventive Actions as necessary to maintain Quality System for the department
Processing of quotes and orders for repairs
Other duties may be assigned from time to time, including supporting the Operations Director