- Hands-On Service and Repair: Initially, actively participate in the repair and servicing of RMAs to set the standard and establish efficient processes.
- Business Establishment: Develop and manage the service and repair business, ensuring alignment with company standards and warranty commitments.
- Evaluation of
- RMA Management: Oversee the receipt, assessment, and processing of RMAs, ensuring smooth and efficient workflow from return to repair, to shipment to the customer.
- Parts Management: Efficiently handle requests for parts, maintain inventory levels, and ensure parts are available for repair activities.
- Repair & Return: Lead by example in repairing RMAs to the highest standards and manage the timely return of products to customers.
- Internal Customer Interface: Act as the primary liaison for internal customers, ensuring their needs are met and maintaining high satisfaction levels with the service process.
- Commitment to Excellence in Service: Uphold and enhance service and repair times, employing continuous improvement strategies to elevate service quality and efficiency.
- Customer-
- Quotation of Repairs: Accurately assess and quote repair work, communicating effectively with customers around scope and cost.
- Bachelor's degree in Engineering, or related field, with a technical background preferred.
- Minimum of 5 years of experience in a service management role, with hands-on experience in technical or engineering repair work.
- Demonstrated leadership and team management skills, capable of inspiring a team and leading by example in hands-on repair tasks.
- Strong organizational and project management skills, with a successful track record of setting up and managing service and repair operations.
- Exceptional customer service and interpersonal skills, experienced in dealing with internal customers and direct user interactions.
- Comprehensive knowledge of RMA processes, parts management, and inventory control.
- Technical proficiency to understand complex product issues and lead their resolution.
- Strong communication skills, capable of effectively negotiating, quoting repair work, and explaining technical details to non-technical stakeholders.
- Commitment to maintaining high standards of service quality and meeting tight deadlines.
- Durable Medical Equipment (DME) experience preferred.
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Service Manager - Boston, United States - Myomo Inc
Description
Service ManagerDepartment:
Manufacturing
Employment Type:
Full Time
Location:
Boston
Description
Myomo is seeking a hands-on Service Manager to lead the establishment of, operations within, our service and repair business unit.
This role will involve not only overseeing the service process, but also actively participating in repairs, especially during the initial stages of building the business.
With our company offering a 3-year warranty on products, maintaining an exemplary standard of repair and service is crucial.
The ideal candidate will ensure efficient and effective execution of all service activities, from handling Return Merchandise Authorizations (RMAs) to managing parts requests and conducting repairs.
He/she is a technically-skilled, customer-focused leader dedicated to upholding world-class service times as well as occasionally interfacing directly with users.
A key to success in this role will be an ability to accurately quote repair work, making this role well-suited for a professional with a blend of technical, leadership/organizational, and interpersonal skills.
ResponsibilitiesService Model:
Establish an efficient repair and service business model balancing field service and in-house repairs to meet customer expectations.
Facing Interaction:
Directly engage with end users as needed to address concerns, provide solutions, and gather feedback for service improvement.
