Noah Medical logo
Noah Medical

Building the future of medical robotics

Technical Service Manager

ManagerManagerFull TimeRemoteSeniorTeam 201-500Since 2018H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

45 days ago

Salary

0

Seniority

Senior

Bachelor Degree4 yrs expEnglishCloudERP

Job Description

Technical Service Manager

Noah Medical

• Oversee work for the Service and Support teams ensuring outstanding customer service to our customers both external and internal. • Support development and performance of team members. • Establish metrics and generate reports to monitor teams’ performance and service levels to our customer through the development of Key performance indicators (KPI’s) • Responsible for recruiting and hiring to support business needs. • Assures optimum equipment uptime for customers by quickly responding to customer reported problems and managing their expectations via phone, email or onsite visits. • Champion a strong customer-facing culture in the field – professionalism at the site, effective communication with clinical staff, and proactive follow-up after service events. • Provides feedback for design and process changes to assure customer satisfaction. • Excellent communication skills with the ability to interact with customers at all levels. • Effectively manage team budget. • Ensure company assets are maintained to perform all necessary job functions.

Job Requirements

  • Service Manager Experience with medical device company experience is a plus.
  • Bachelor’s degree in Engineering (Electrical, Electronics, Mechanical, or Fluidics) strongly preferred or an AS and equivalent experience.
  • 4+ years Field Service experience preferable in the Medical Equipment Industry.
  • 6+ years Field Service / Medical Industry Experience without Bachelor’s/AS Degree.
  • Demonstrated knowledge of Field Service documentation platforms (Salesforce Field Service, Service Cloud, Service Now) including workflow design, case and work order management, dispatch / scheduling, and reporting to drive Field Service efficiency.
  • Experience defining and using service KPIs and dashboards to manage performance, prioritize initiatives, and communicate results to leadership.
  • Self-starter and independent with the ability to manage/coordinate a staff located remotely.
  • Willing to travel and be hands-on in the field to service the product whenever necessary.
  • Ability to respond in verbal or written form (email) to inquiries or complaints from customers or co-workers.
  • Must be fiscally responsible, able to make own travel arrangements, and turn in expense reports on a weekly basis.
  • Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.
  • Must have a valid driver’s license.

Benefits

  • Competitive Salary
  • Comprehensive health insurance including Medical, Dental and Vision + HSA and FSA options
  • Equity & Bonus Program
  • Life Insurance (company paid & supplemental) and Disability insurance
  • Mental health support through medical insurance programs
  • Legal and Pet Insurance
  • 12+ paid holidays, Flexible Time Off + Sick Time
  • Paid parental leave
  • In-office snacks and beverages
  • In-office lunch stipend
  • Learning & Development Opportunities: On-demand online training and book reimbursement
  • Team building and company organized social and celebration events

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