Technical Services Manager - Goleta, United States - True Digital Surgery

True Digital Surgery

Verified Company

Goleta, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

ABOUT US

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

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 troubleshoot 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 incompletes 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.
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.