Service Manager Job in Boston North, Massachusetts US
Service Manager
Description of Work:
The Manager of Service is responsible for a wide range of activities required for the introduction, installation and maintenance of OCT systems.
Essential Functions:
Lead the refurbishment and repair of returned product for OCT and FFR, including tools, calibration and testing equipment.
Identify failure trends and associated root cause and statistical analysis and communicating this to the rest of the organization.
Creating demand plan for services, work with manufacturing and quality to ensure product flow.
Establishing and staffing the service organization, training and departmental budget management.
Interfaces with USD and ID and Engineering regarding repair issues
Champions and enables methodologies of continuous process improvement.
Assists Regulatory throughout the process of complaint handling related to CVD capital equipment and peripherals.
Represents services in a cross-functional capacity while interfacing quality assurance and sustaining engineering groups.
Oversees content development and manages distribution of all technical documents including Work Instructions, Technical Bulletins, IFU's, Software Release Notes, Service Manuals, etc.
Works in conjunction with USD Capital Services in the planning and execution of system upgrades, software releases, field corrective actions, and other planned service events.
Collaborates with Engineering and Marketing on special projects related to new product releases and next generation products.
Works in conjunction with RD in design for serviceability projects, including systems integration, networking, and remote connectivity.
Represents and coordinates advanced technical and applications support at the product divisional level by enabling collaboration with engineering.
Manages in-house product training and education programs related to capital equipment servicing for new hire and continuing education.
Monitors and maintains refurbished materials stock including asset management of the demo/eval systems fleet.
Coordinates and manages planned maintenance and other serviceability of all SJM owned systems that are installed in-house.
Clearly communicate expectations and goals to employees
Qualifications:
B.S. in engineering or equivalent
10 years of hands-on field service experience
5+ years experience with software-based, complex electro-mechanical medical devices
3 to 5 years product service management experience
Excellent organizational, communications and troubleshooting skills
Experience managing direct reports and contractors in a field service environment
Familiarity with QSR and ISO13485 is desirable
St. Jude Medical is an Equal Opportunity Employer
St. Jude Medical is an equal opportunity employer. We value a diverse workforce across all spectrums, including opinion and experience. We seek out creative, conscientious, confident individuals who thrive on taking initiative. In return for those qualities, we offer outstanding compensation, comprehensive benefits and opportunities for professional growth.