Service Manager, Medical Products - Marlborough, MA

IPG Medical Corporation is focused on developing next-generation medical products based on its state-of-the-art technology. Headquartered in Marlborough, MA, we aspire to work together with our employees and customers to apply light in ways that improve life.

Our mission is to develop innovative medical device laser solutions that make the world a better place. To accomplish this mission, we are committed to attracting and retaining the best talent and an engaged and thriving workforce that drives a sustainable future for our company and society.

Working at IPG Medical Group you can expect challenging projects, a motivating and friendly environment, and competitive benefits.

The Service Manager of Medical Products oversees both the call/product support center and repair centers, managing all service-related activities to ensure efficient resolution of customer inquiries and product issues. They develop and implement strategies to optimize support center operations for medical device products, coordinate repair activities compliant with the company's quality management system, and collaborate with technical experts to troubleshoot complex problems. With strong organizational and leadership skills, along with a technical background in engineering or management within medical device compliant environment, they drive continuous improvement initiatives to enhance service efficiency and customer satisfaction, ultimately ensuring the delivery of exceptional support and service experiences.

Duties

• Lead and manage the call/product support center operations to ensure efficient handling of customer inquiries, technical support requests, and product-related issues.
• Develop and implement strategies to optimize call routing, staffing, and training programs to enhance customer satisfaction and service quality.
• Monitor performance metrics and service level agreements (SLAs) to identify areas for improvement and implement corrective actions as needed.
• Foster a customer-centric culture within the support center team, emphasizing responsiveness, accuracy, and empathy in customer interactions.
• Manage and oversee the repair center operations, including diagnosing and repairing product issues, managing spare parts inventory, and ensuring timely completion of repairs.
• Collaborate with technical experts and engineers to troubleshoot complex product issues and develop effective repair solutions.
• Establish and maintain relationships with third-party repair vendors and service providers to ensure quality repairs and service delivery.
• Implement quality control measures to ensure repaired products meet company standards and customer expectations.
• Coordinate and oversee all service-related activities, including warranty claims processing, product replacements, and service contract management.
• Develop and maintain service policies, procedures, and documentation to ensure compliance with industry regulations and company standards.
• Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to identify and address recurring product issues and improve product reliability.
• Drive continuous improvement initiatives to enhance service efficiency, reduce costs, and increase customer satisfaction.
• Represent Service in Quality and Regulatory functions, including CAPA program, Complaint Handling, and MRB.

Education requirements

• B.S. Engineering or similar discipline

Experience requirements

• 15+ years of work experience in manufacturing and service of light-based medical products in a cGMP environment, with more than 5 years in managing positions.
• Strong working knowledge of ISO13485, QSR 21 CFR 820, and other medical standards.

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