[Hiring] Manager, Technical Service @Noah Medical

Role Description

Noah Medical is recruiting for a Manager, Technical Service to lead the Field Service and Service Operations team. This individual is responsible for overseeing equipment installations, ongoing preventative maintenance, and technical support for Noah products to minimize downtime and maximize customer satisfaction. This customer-oriented, hands-on leader will ensure first-class support to the customer base while effectively managing a team of US-based Field Service Engineers and Service Operations staff.

• Interface collaboratively with Sales & Clinical Teams, Manufacturing, Engineering, Quality, and be one of the key faces to Noah customers.
• Provide support to Marketing or Sales for seminars, trade shows, and other demonstrations as necessary.
• Supply feedback to R&D regarding system performance, serviceability improvements, and customer feedback.
• Expect to travel within the United States up to 50% of the time for customer visits, managing escalations, team meetings, attending conferences, or other activities to support the business.

Qualifications

• Service Manager Experience with medical device company experience is a plus.
• Bachelor’s degree in Engineering (Electrical, Electronics, Mechanical, or Fluidics) strongly preferred or an AS and equivalent experience.
• 4+ years Field Service experience preferable in the Medical Equipment Industry.
• 6+ years Field Service / Medical Industry Experience without Bachelor’s/AS Degree.
• Demonstrated knowledge of Field Service documentation platforms (Salesforce Field Service, Service Cloud, Service Now) including workflow design, case and work order management, dispatch/scheduling, and reporting to drive Field Service efficiency.
• Experience defining and using service KPIs and dashboards to manage performance, prioritize initiatives, and communicate results to leadership.
• Self-starter and independent with the ability to manage/coordinate a staff located remotely.
• Willing to travel and be hands-on in the field to service the product whenever necessary.
• Ability to respond in verbal or written form (email) to inquiries or complaints from customers or co-workers.
• Must be fiscally responsible, able to make own travel arrangements, and turn in expense reports on a weekly basis.
• Excellent computer and technology skills with regards to software applications (Excel, Word, Outlook, PowerPoint), ERP databases, and technology innovation.
• Must have a valid driver’s license.

Requirements

• Oversee work for the Service and Support teams ensuring outstanding customer service to our customers both external and internal.
• Support development and performance of team members.
• Establish metrics and generate reports to monitor teams’ performance and service levels to our customers through the development of Key performance indicators (KPI’s).
• Responsible for recruiting and hiring to support business needs.
• Assure optimum equipment uptime for customers by quickly responding to customer-reported problems and managing their expectations via phone, email, or onsite visits.
• Champion a strong customer-facing culture in the field – professionalism at the site, effective communication with clinical staff, and proactive follow-up after service events.
• Provide feedback for design and process changes to assure customer satisfaction.
• Excellent communication skills with the ability to interact with customers at all levels.
• Effectively manage team budget.
• Ensure company assets are maintained to perform all necessary job functions.

Benefits

• Competitive Salary
• Comprehensive health insurance including Medical, Dental, and Vision + HSA and FSA options
• Equity & Bonus Program
• Life Insurance (company paid & supplemental) and Disability insurance
• Mental health support through medical insurance programs
• Legal and Pet Insurance
• 12+ paid holidays, Flexible Time Off + Sick Time
• Paid parental leave
• In-office snacks and beverages
• In-office lunch stipend
• Learning & Development Opportunities: On-demand online training and book reimbursement
• Team building and company organized social and celebration events
• Noah Medical may offer remote, hybrid, or onsite work arrangements within the state of California depending on the specific team and/or role where applicable.