Technical Service Manager - Dialysis Equipment in Bridgewater at Apple & Associates

Date Posted: 7/27/2018

Job Snapshot

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Job Description

Well-established Medical Device manufacturer has a unique opportunity for a Technical Service Manager for their line of Dialysis equipment. The Technical Service Manager will develop and manage end-to-end service of dialysis equipment in North America. This includes the installation, service and repair, and assisting with in-servicing the Sales and Clinical teams, and with  external customers,  on the (non-clinical) use of equipment. The Technical Service Manager  will be responsible for managing a team of Service Technicians and Engineers to ensure all customer needs are met on a timely basis and emergencies are responded to as quickly and efficiently as possible. This position’s primary responsibility is ensuring organizational effectiveness by providing leadership for the organization’s operations and strategic planning of the service department.

Responsibilities include:
  • Responsible for  technicians and/or independent contractors to service  Dialysis equipment
  • Develop and implement operational procedures and guidelines to ensure that customer repair orders, installation or technical visits are done in a professional and timely manner to ensure solid profit margins
  • Manage and increase the effectiveness and efficiency of Support Services (Dispatch and Hotline), through improvements to each function as well as coordination and communication between support and business functions
  • Manage calls from service center and follow up on each job from scheduling to completion
  • Communicate to Service Center and Representative as required with daily dispatching of Technicians on daily service routes, and reviewing service concerns with customers
  • Communicate with Install Coordinators regarding any new installations
  • Provide technical assistance to maximize equipment systems and application benefits to customer
  • Maintain and manage national and regional spare parts inventory including accuracy of physical counts
  • Regularly meet with Key Account customers to address service issues or to assist the Sales department with new service opportunities to generate additional business
  • Improve the operational systems, processes and policies in support of organizations mission
  • Continue professional development of the Service staff through additional training, as well as maintaining a strong safety-orientated culture within the business
  • Meet budget and schedule objectives for the Service Centers
  • Ensure proper execution of company procedures and policies by helping to exceed company sales and operations goals
  • Play a significant role in long-term planning, including an initiative geared toward operational excellence
  • Work effectively in a team environment to monitor, log, resolve, and escalate issues with installations and service of equipment
  • Follow and develop operations procedures to ensure timely resolution of escalation of issues
  • Act as liaison for internal and external communications directly with departments as required. Provide regular status reports and gather requirements from departments and provide input into the infrastructure products that are bought or serviced
Requirements for Technical Service Manager - Dialysis Equipment:
  • BS/BA in a related discipline is a plus
  • Must have prior experience servicing dialysis equipment, either for an equipment manufacturer or in a dialysis center
  • 3-5 years of successful management or supervisory experience strongly preferred
  • 3-5 years’ experience working in a field service role preferred
  • 3 years’ experience within a Medical Device company preferred
  • Must be able to travel up to 60% of the time, 
  • Able to handle on-call coverage, including weekends and holidays
  • •    Advanced mechanical and electrical skills
    •    Understanding and troubleshooting of basic hydraulics
    •    Capable of lifting up to 50lbs unassisted
    •    Creative thinking and problem-solving skills and an understanding of electrical equipment and electronic controlled equipment to continually improve the operational process
    •    Utilize leadership and motivational skills to expedite completion of critical project tasks with other functional groups
    •    Proficient in MS Office Suite (Word, Excel, PowerPoint) and ability to read electronic schematics and CAD drawings
    •    Excellent verbal and written communication skills; ability to effectively lead and influence a team of Field Technicians with strong managerial skills
    •    Demonstrated ability to work well with teammates, vendors and customers
    •    Strong project management skills with the ability to work well independently with little supervision and effectively prioritize workload
    •    Demonstrated ability to learn and apply multiple skill sets determined by areas of responsibilities