Service Operations Manager

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

• Service Operations

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.

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.