Operations Manager, Service & Technical Support

Design and run the end-to-end service and technical support operation, from in-house workflows to field execution in Savannah, GA.

Responsibilities

• Design and direct operational flow for in-house to field service coverage, including process improvement initiatives using Lean tools and techniques.
• Lead and manage the service center technical support team for phone-based troubleshooting for customers and field sales representatives.
• Set coverage, call handling standards, and response time expectations.
• Maintain and improve troubleshooting guides, FAQs, and support training materials.
• Provide team oversight and a development plan to drive metrics-driven results and continuous improvement.
• Select, develop, and evaluate service and repair staff to ensure efficient operation.
• Serve as the escalation point for customer-reported product issues in the field.
• Drive investigations, root cause analysis, and corrective action with Engineering, Quality, and Manufacturing.
• Close the loop with the customer after corrective actions.
• Develop and execute system drives unit traceability from site through to field.
• Plan efficient management of spare parts to deliver system solutions aligned with site standardized practices.
• Partner with Purchasing on system process design and execution.
• Own the warranty and RMA process end to end, including:
  • Return authorization and receipt
  • Evaluation and repair versus replace decisions
  • Warranty cost tracking
  • Credit issuance
• Define and report KPIs including:
  • First contact resolution
  • Call volume and abandonment rate
  • Repair turnaround time
  • Repair backlog
  • Warranty cost as a percent of sales
  • Repeat repair rate
• Use KPI data to target product and process improvements.
• Ensure field and service center activities feed the complaint handling system:
  • Capture complaints
  • Triaging and escalation for MDR and vigilance reportability decisions per procedure
  • Maintain repair records and device history records
• Partner with Sales, Marketing, and Customer Service on service offerings, service and repair pricing, escalation paths, and customer communication for field actions.
• Collaborate with a financial partner to ensure the cost model supports the operation and aligns with budget expectations.
• Ensure adherence to company policies and procedures.
• Maintain product quality and ensure safety procedures, Federal and State regulations, and company guidelines are followed.
• Participate in special projects and perform other duties as required.

Requirements

• 3+ years of experience
• 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 integrating new products into the manufacturing process
• Logistics experience required
• 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
• Excellent management and leadership skills, including ability to attract, retain, motivate, develop, and mentor team members
• 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
• Ability to understand, interpret, and act on financial information that supports business profitability
• Ability to plan and manage complex projects, including timelines, budgets, and assigning responsibilities
• Ability to lead teams to achieve company goals and solve complex business issues
• Outstanding planning and organizational skills and techniques
• Ability to communicate effectively with senior management and key stakeholders
• Strong negotiating skills and ability to manage internal and external relationships
• Ability to influence, build relationships, understand organizational complexities, manage conflict, and navigate internal dynamics
• Broad and wide-range professional and managerial skills with full understanding of industry practices and company policies and procedures
• Ability to lead and develop virtual teams
• Outstanding in multiple technical and business skills

Minimum Education

• Bachelor's Degree or global equivalent in a related discipline
• Master's degree or global equivalent a plus

Minimum Work Experience

• Typically 10+ years of increasing responsibility and complexity in any applicable professional experience
• 3+ years of management experience

Travel / Physical Demands

• Travel up to 25% domestic
• Occasional international travel for customer site visits, field issue resolution, and service center support

Benefits

• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Generous Time Off
• Paid Parental Leave
• Income Protection
• Work Life Assistance Program
• Flexible Spending Accounts
• Educational Benefits
• Worldwide Scholarship Program and Volunteer Opportunities
• Benefits may vary by location or status