Technical Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise the activities of the Service and Support teams to ensure exceptional customer service for both external and internal clients.

• Assist in the growth and performance enhancement of team members.

• Develop metrics and create reports to evaluate team performance and service standards for our customers by establishing Key Performance Indicators (KPIs).

• Accountable for recruiting and hiring to meet business requirements.

• Ensure maximum equipment uptime for customers by promptly addressing reported issues and managing their expectations through phone, email, or onsite interactions.

• Promote a robust customer-focused culture in the field, emphasizing professionalism at service locations, effective communication with clinical personnel, and proactive follow-up after service incidents.

• Provide insights for design and procedural improvements to ensure customer satisfaction.

• Possess excellent communication abilities to engage with customers at all levels.

• Efficiently manage the team budget.

• Ensure that company assets are maintained to fulfill all necessary job functions.

⛳️ Requirements

• Experience as a Service Manager, with a background in the medical device industry being an advantage.

• A Bachelor’s degree in Engineering (Electrical, Electronics, Mechanical, or Fluidics) is highly preferred, or an Associate's degree with equivalent experience.

• A minimum of 4 years of Field Service experience, ideally in the Medical Equipment Industry.

• At least 6 years of Field Service/Medical Industry experience without a Bachelor’s or Associate’s Degree.

• Proven 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 enhance Field Service efficiency.

• Experience in defining and utilizing service KPIs and dashboards to manage performance, prioritize actions, and communicate outcomes to leadership.

• Self-motivated and capable of managing and coordinating a remote staff.

• Willingness to travel and actively participate in the field to service the product as needed.

• Ability to respond to inquiries or complaints from customers or colleagues in both verbal and written forms (email).

• Must demonstrate fiscal responsibility, capable of arranging personal travel and submitting expense reports weekly.

• Proficient in computer and technology skills related to software applications (Excel, Word, Outlook, PowerPoint), ERP databases, and technology innovations.

• A valid driver’s license is required.

🏝️ Benefits

• Competitive Salary

• Comprehensive health insurance, including Medical, Dental, and Vision, along with 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