Operations Manager, Service & Technical Support
Core
Design and execute end-to-end service and support operations for dental and medical instrumentation, managing in-house and field activities, warranty processes, and customer issue resolution.
Role type
Operations Manager, Service & Technical Support
Builds
Optimized customer experience and efficient service/repair workflows for clinician-endorsed dental and medical instruments
Domain
Medical device manufacturing (dental and medical instrumentation)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
ISO 9001 and 13485 experience, medical device manufacturing (Class 1 & 2), Lean Manufacturing, Continuous Process Improvement, Logistics, Service management and CRM systems
Preferred skills
Repair experience with handpieces or small electro-mechanical/pneumatic devices, Service management and CRM systems for case management/RMA tracking
Technologies
CRM systems, RMA tracking systems
Responsibilities
Design and direct operational flow from in-house to field service; Manage service center technical support team and set coverage standards; Serve as escalation point for field product issues and drive root cause analysis; Develop plans for efficient spare parts management; Own warranty and RMA process end-to-end; Define and report KPIs for service metrics; Ensure adherence to safety procedures and regulations.
Seniority
Senior, hands-on IC with management responsibilities