Jobs
>
Santa Barbara

    Technical Services Manager - Santa Barbara, United States - True Digital Surgery

    True Digital Surgery
    True Digital Surgery Santa Barbara, United States

    3 weeks ago

    Default job background
    Description

    ABOUT US
    True Digital Surgery is a World Leader in Computer-Guided Microsurgery. We combine 3D visualization and guidance software applications focused on improving accuracy, efficiency and outcomes for surgeons and patients.

    Our medical imaging and guidance system employs advanced real-time 3D graphic capabilities and proprietary software that is sold to surgeons and hospitals all over the world.


    SUMMARY
    The Technical Services Manager will be responsible for the management of all technical support activity at True Digital Surgery.

    This position is responsible for technical diagnosis, analysis, and solutions for all service issues escalated to TDS, along with all required documentation as indicated by the TDS quality system requirements for medical device.

    This role will ensure that the events are tracked through to completion while maintaining on-going communication with the customer, as needed to ensure complete resolution.

    This role requires a close relationship and teamwork with the TDS Customer Support, Software QA, and Operations teams.

    They will be tasked to use and improve the existing system by optimizing and staffing the team to scale with additional members according to company and product growth.

    They will also track and report trends for service metrics, customer feedback, complaints, and other key performance indicators. As TDS expands, the Technical Service Manager will oversee field service and repairs.


    SALARY AND PAY TRANSPARENCY
    Salary range for this position is between $100,000 and $140,000.

    Base pay is dependent upon many factors, such as:
    training, transferable skills, work experience, education, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and all applicable company benefits.

    The salary range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future.


    ESSENTIAL DUTIES AND RESPONSIBILITIES
    Receive and review all technical service issues, responding to customer with ticket number next steps within 24 hours.
    Schedule and coordinate product repairs on returned products by
    Repairing as needed
    Coordinating repair with production team or
    Coordinating repair with external suppliers and partners.
    Work with SQA, hardware, and software teams to trouble-shoot and fully resolve customer complaints.
    Develop and maintain service and customer feedback system databases.
    Ensure that each service ticket is completely and accurately closed out.
    Complete all required Forms, per quality system requirements.
    Collect and close complaints
    Hire and manage staff as needed to scale technical support team to meet KPIs.
    Ensure response time, daily calls and in-completes at acceptable ranges.
    Ability to recruit, motivate and train technical service department
    Travel to customer sites and repair centers to service TDS products and oversee staff.
    Develop and report weekly on relevant Technical Support KPIs.
    Report monthly on contractual KPIs
    Define spare parts requirements and maintain needed inventories.
    Apply analytics to Complaints for suggestions for product improvements
    Develop and maintain troubleshooting guide
    Develop (or utilize existing) technical service knowledge database to assist in rapid resolution of common issues.
    Provide investigation reports, as requested.
    Arrange and lead weekly customer feedback meetings
    Review and support CAPA/Complaints as needed
    Approximately 10% travel is required initially, increasing up to 50% once units are directly placed in the field.
    Additional duties as needed and as assigned


    COMPETENCIES
    To perform the job successfully, an individual should demonstrate the following competencies.
    Problem Solving – Identifies and resolves problems in a timely manner
    Quality Management – Looks for ways to improve and promote quality, demonstrates accuracy and thoroughness
    Interpersonal – maintains confidentiality and listens to others without interrupting
    Organizational Support – Follows policies and procedures, provides necessary support to organization
    Planning/Organizing – Uses time efficiently
    Dependability – Responds to management direction, commits to long hours of work when necessary to reach goals, completes tasks on time or notifies appropriate person with an alternate plan
    Professionalism - Approaches others in a tactful manner and reacts well under pressure and follows through on commitments
    Attendance/Punctuality – Is consistently at work and on time
    Safety and Security – Observes safety and security policies and procedure and uses equipment and materials properly

    Delegation- Delegates work assignments, matches the responsibility to the person, gives authority to work independently, sets expectations and monitors delegated activities, and provides recognition for results.

    Leadership-Inspires and motivates others to perform well, provides vision and inspiration to peers and subordinates, inspires respect and trust, and mobilizes others to fulfill the vision.

    Education/Experience
    Bachelor's degree in related field or minimum of 3 years medical device technical service / support experience
    Experience managing direct reports is preferred
    Experience implementing and executing training programs
    Experience with CRM/ERP systems.

    Physical Requirements

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.

    The employee must occasionally lift and/or move up to 50 pounds and frequently lift and/or move up to 10 pounds.

    Specific vision abilities required by this job include color, distance and close vision.

    Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    While performing the duties of this job, the employee is frequently exposed to work near moving mechanical parts. The noise level in the work environment is usually moderate.


    Benefits:
    We value our employees' time and efforts.

    Our commitment to your success is enhanced by our competitive compensation and an extensive benefits package including paid time off, medical, dental and vision benefits and future growth opportunities within the company.

    Plus, we work to maintain the best possible environment


    To Apply:
    To respond to this opportunity, please apply through this ad.
    For more information about us, please visit


    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

    #J-18808-Ljbffr
  • University of California

    Management Services Officer

    1 day ago

    University of California Santa Barbara, United States Full time

    Job Posting Details · Payroll Title: ADMIN MGR 2 · Job Code: 000548 · Job Open Date: 04/16/24 · Application Review Begins: 05/01/24 · Department Code (Name): MSII (MARINE SCIENCE INSTITUTE) · Percentage of Time: 100 · Union Code (Name): 99 · Employee Class (Appointment Type): St ...

  • Aimbridge Hospitality

    Guest Service Manager

    2 weeks ago

    Aimbridge Hospitality Santa Barbara, United States

    Job Summary · This position will be directed and supervised by a Department Head or General Manager. The primary responsibilities for this position will be focused on routine operational tasks and supervising others in their operational assignments. Other duties may be assigned a ...

  • Big Brand Tire

    Automotive Service Manager

    2 weeks ago

    Big Brand Tire Santa Barbara, United States

    Automotive Service Manager: $58,000-$85,000 effective rate (Base Pay + Commission + Overtime + Manager Incentive Bonus + Paid Benefits) · What is the job? · Meet or exceed performance targets by understanding and following company strategies · Be able to confidently recommend, ...

  • Aimbridge Hospitality

    Guest Service Manager

    3 weeks ago

    Aimbridge Hospitality Santa Barbara, United States

    Job Summary · This position will be directed and supervised by a Department Head or General Manager. The primary responsibilities for this position will be focused on routine operational tasks and supervising others in their operational assignments. Other duties may be assigned ...

  • Big Brand Tire

    Automotive Service Manager

    2 weeks ago

    Big Brand Tire Santa Barbara, United States

    Automotive Service Manager: $58,000-$85,000 effective rate (Base Pay + Commission + Overtime + Manager Incentive Bonus + Paid Benefits) · What is the job? · Meet or exceed performance targets by understanding and following company strategies · Be able to confidently recommend, ...

  • Big Brand Tire & Service

    Automotive Service Manager

    4 weeks ago

    Big Brand Tire & Service Santa Barbara, United States

    Job Description · Job Description · Automotive Service Manager: $58,000-$85,000 effective rate (Base Pay + Commission + Overtime + Manager Incentive Bonus + Paid Benefits) · What is the job? · Meet or exceed performance targets by understanding and following company strategies · ...

  • Big Brand Tire

    Automotive Service Manager

    2 weeks ago

    Big Brand Tire Santa Barbara, United States

    Automotive Service Manager: $58,000-$85,000 effective rate (Base Pay + Commission + Overtime + Manager Incentive Bonus + Paid Benefits) · What is the job? · Meet or exceed performance targets by understanding and following company strategies · Be able to confidently recommend, ...

  • Gold's Gym - SoCal

    Customer Service Manager

    2 weeks ago

    Gold's Gym - SoCal Santa Barbara, United States Full time

    If you are passionate about fitness and a person who wants to change lives every day for an UNBELIEVABLE company then keep reading · Why is it great to work here? · Gold's Gym Socal and its affiliated clubs are growing fast and looking for a Customer Service Manager to help our t ...

  • Trek Bicycle

    Service Manager

    4 weeks ago

    Trek Bicycle Santa Barbara, United States

    Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you're on our team, you're taken care of, encouraged to learn and ...

  • Aimbridge Hospitality

    Guest Service Manager

    4 weeks ago

    Aimbridge Hospitality Santa Barbara, United States

    This position will be directed and supervised by a Department Head or General Manager. The primary responsibilities for this position will be focused on routine operational tasks and supervising others in their operational assignments. Other duties m Service Manager, Guest Servic ...

  • True Digital Surgery

    Technical Services Manager

    3 weeks ago

    True Digital Surgery Santa Barbara, United States

    ABOUT US · True Digital Surgery is a World Leader in Computer-Guided Microsurgery. We combine 3D visualization and guidance software applications focused on improving accuracy, efficiency and outcomes for surgeons and patients. Our medical imaging and guidance system employs adv ...

  • Aimbridge Hospitality

    Guest Service Manager

    2 weeks ago

    Aimbridge Hospitality Santa Barbara, United States

    Job Summary · This position will be directed and supervised by a Department Head or General Manager. The primary responsibilities for this position will be focused on routine operational tasks and supervising others in their operational assignments. Other duties may be assigned a ...

  • Hotel Milo

    Guest Service Manager

    4 weeks ago

    Hotel Milo Santa Barbara, United States

    Job Summary: · This position will be directed and supervised by a Department Head or General Manager. The primary responsibilities for this position will be focused on routine operational tasks and supervising others in their operational assignments. Other duties may be assigned ...

  • Big Brand Tire & Service

    Automotive Service Manager

    3 weeks ago

    Big Brand Tire & Service Santa Barbara, United States

    Job Description · Job DescriptionAutomotive Service Manager: $58,000-$85,000 effective rate (Base Pay + Commission + Overtime + Manager Incentive Bonus + Paid Benefits) · What is the job? · Meet or exceed performance targets by understanding and following company strategies · Be ...

  • Big Brand Tire & Service

    Automotive Service Manager

    2 weeks ago

    Big Brand Tire & Service Santa Barbara, United States

    Job Description · Job Description · Automotive Service Manager: $58,000-$85,000 effective rate (Base Pay + Commission + Overtime + Manager Incentive Bonus + Paid Benefits) · What is the job? · Meet or exceed performance targets by understanding and following company strategies · ...

  • Big Brand Tire

    Automotive Service Manager

    2 weeks ago

    Big Brand Tire Santa Barbara, United States

    Automotive Service Manager: $58,000-$85,000 effective rate (Base Pay + Commission + Overtime + Manager Incentive Bonus + Paid Benefits) · What is the job? · Meet or exceed performance targets by understanding and following company strategies · Be able to confidently recommend, se ...

  • Big Brand Tire & Service

    Automotive Service Manager

    1 week ago

    Big Brand Tire & Service Santa Barbara, United States

    Job Description · Job Description · Automotive Service Manager: $58,000-$85,000 effective rate (Base Pay + Commission + Overtime + Manager Incentive Bonus + Paid Benefits) · What is the job? · Meet or exceed performance targets by understanding and following company strategies · ...

  • Gold's Gym SoCal Group

    Customer Service Manager

    1 week ago

    Gold's Gym SoCal Group Santa Barbara, United States

    If you are passionate about fitness and a person who wants to change lives every day for an UNBELIEVABLE company then keep reading · Why is it great to work here? · Benefits · Gold's Gym Socal and its affiliated clubs are growing fast and looking for a Customer Service Manager ...

  • Gold's Gym

    Customer Service Manager

    2 weeks ago

    Gold's Gym Santa Barbara, United States

    Job Description · Job Description If you are passionate about fitness and a person who wants to change lives every day for an UNBELIEVABLE company then keep reading · Why is it great to work here? · Golds Gym Socal and its affiliated clubs are growing fast and looking for a Cu ...

  • Gold's Gym SoCal Group

    Customer Service Manager

    1 week ago

    Gold's Gym SoCal Group Santa Barbara, United States

    If you are passionate about fitness and a person who wants to change lives every day for an UNBELIEVABLE company then keep reading · Why is it great to work here? · Benefits · Golds Gym Socal and its affiliated clubs are growing fast and looking for a Customer Service Manager ...