Technical Services Manager

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

• 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.

• 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 20 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 www.truedigitalsurgery.com

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.