Description:Position Summary
- Manages and maintains the Service Operations function for the GENOSYL product line – including: consoles, cassettes, and accessories.
- Plans and directs the function of planned and unplanned maintenance and the tracking of product through the Service Operations process.
- Maintains alignment with the customer experience team to ensure product availability and delivery of Service activities that exceed customer expectations
Essential Duties & Responsibilities
o Create & Own Service operations processes for maintaining full visibility to GENOSYL products as they move through unplanned or planned servicing
? Servicing & Repair
- Maintain the service Bill of Materials with third party service partners
- Define and Maintain processes for servicing and repair
- Owns service process end to end - console returned from the field through service and on shelf for redistribution
- Ensure proper triaging of product returned through the Customer Experience team
- Track and trend unplanned repair and maintain alignment with Customer Experience, Complaint Handling, and Sustaining Engineering teams to drive inputs to product improvement projects
- In collaboration with third party service providers, identify and implement updates to planned maintenance
? Product version control
- Hardware and Software Version control tracking as product upgrades are implemented with Sustaining Engineering or Application Engineering
? Service Tools
- Develop and manage tools for service operations function
- Integration into ERP system and with third party service providers
o Consistently align with Manufacturing, Supply Chain, Quality Assurance and Commercial Teams.
. Requirements:Qualifications & Capabilities
- Operations management experience required
- Service Operations experience desired, including developing and analyzing KPIs.
- Well-developed Project Management Skills
- High skill level of Influence and Collaboration
- Experience inclusive of a demonstrated ability to perform and lead electromoechanical servicing activities within the medical device Industry.
- Bachelor’s degree (Technical degree preferred)
- Proficiency in MS Office to include Word, Excel, PowerPoint and Outlook.
Supervisory Responsibilities
- Indirect supervision of suppliers and internal staff in executing investigations, logistics, and service function specifics.