Service Manager- Medical Device Position Available In Middlesex, Massachusetts

Service Manager•Medical Device

Location:

Marlborough, MA

Salary:

$140,000.00 USD Annually•$160,000.00 USD Annually

Description:

Service Manager•Medical Devices

Position Overview:

Our client is seeking a Service Manager•Medical Devices to oversee operations across call/product support centers and repair facilities
, ensuring seamless resolution of customer inquiries and product-related issues. This role is pivotal in managing service processes, optimizing customer support, and driving efficiency in warranty claims, product repairs, and service contract management
.

Key Responsibilities:

Lead and manage call/product support center operations
, ensuring effective handling of customer inquiries and technical support requests.
Develop and implement strategies to enhance call routing, staffing, and training
, improving customer satisfaction and service quality.
Monitor performance metrics and SLAs
, identifying areas for improvement and implementing corrective actions as needed.
Foster a customer-first culture
, emphasizing responsiveness, accuracy, and empathy in interactions.
Oversee repair center operations
, ensuring timely diagnosis, resolution, and inventory management.
Collaborate with technical experts and engineers to troubleshoot complex product issues and develop effective repair solutions.
Manage relationships with third-party repair vendors and service providers to maintain quality standards.
Implement quality control measures
, ensuring repaired products align with company standards and customer expectations.
Coordinate warranty claims processing, product replacements, and service contract management
.
Develop and maintain service policies and procedures
, ensuring compliance with industry regulations and company standards.
Work with product development, engineering, and quality assurance teams to address recurring product issues and enhance reliability.
Drive continuous improvement initiatives
, optimizing service efficiency and enhancing customer satisfaction.
Represent the Service function in Quality and Regulatory programs
, including CAPA, Complaint Handling, and MRB.

Qualifications & Experience:

Education:

B.S. in Engineering or a related discipline
.

Experience:

Minimum 15+ years in manufacturing and service of light-based medical products in a cGMP environment
, with 5+ years in leadership roles
.

Industry Knowledge:

Strong expertise in

ISO13485, QSR 21 CFR 820

, and other medical standards
.
If you’re a strategic leader with a passion for customer service and operational excellence
, we’d love to hear from you!
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Contact:

This job and many more are available through The Judge Group. Please apply with us today!
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Dice Id:

cxjudgpa

Position Id:

1086654