Service Manager
4 weeks ago
Have you ever felt that healthcare as an industry represents opportunities for growth? That - while treatments and outcomes are more impressive than ever due to many advancements of modern medicine - the patient experience still leaves much to be desired?
Would you like to be part of not only a cutting-edge drive to not only improve clinical outcomes through technology, along with a commitment to prioritize and serve the patient?
Myomo, Inc. is a medical myoelectric company offering expanded mobility for those suffering from neurological disorders and upper-limb paralysis.
We are 1st in the U.S. to develop and market the MyoPro® product line of lightweight, non-invasive, powered arm braces (orthoses) to restore function in the paralyzed or weakened arms and hands of individuals that have suffered a stroke, spinal cord or nerve injury such as brachial plexus injury, or other neuro-muscular disability such as amyotrophic lateral sclerosis (ALS) or multiple sclerosis (MS). It is the only device that, sensing a patient’s own neurological signals through non-invasive sensors on the arm, can restore their ability to use their arms and hands so that they can return to work, live independently and reduce their cost of care.
At Myomo, we are driven by a mission to enable independence and confidence for stroke survivors as well as those living with ALS, MS, and other neurological disorders. Our teams continue to break through barriers, defining the limits of what is possible in both medical device robotics and our global system of care.
We're currently seeking a hands-on Service Manager to lead the establishment of, operations within, our service and repair business unit. This role will involve not only overseeing the service process, but also actively participating in repairs, especially during the initial stages of building the business. With our company offering a 3-year warranty on products, maintaining an exemplary standard of repair and service is crucial.
The ideal candidate will ensure efficient and effective execution of all service activities, from handling Return Merchandise Authorizations (RMAs) to managing parts requests and conducting repairs. He/she is a technically-skilled, customer-focused leader dedicated to upholding world-class service times as well as occasionally interfacing directly with users. A key to success in this role will be an ability to accurately quote repair work, making this role well-suited for a professional with a blend of technical, leadership/organizational, and interpersonal skills.
Responsibilities
- Hands-On Service and Repair: Initially, actively participate in the repair and servicing of RMAs to set the standard and establish efficient processes.
- Business Establishment: Develop and manage the service and repair business, ensuring alignment with company standards and warranty commitments.
- Evaluation of Service Model: Establish an efficient repair and service business model balancing field service and in-house repairs to meet customer expectations.
- RMA Management: Oversee the receipt, assessment, and processing of RMAs, ensuring smooth and efficient workflow from return to repair, to shipment to the customer.
- Parts Management: Efficiently handle requests for parts, maintain inventory levels, and ensure parts are available for repair activities.
- Repair & Return: Lead by example in repairing RMAs to the highest standards and manage the timely return of products to customers.
- Internal Customer Interface: Act as the primary liaison for internal customers, ensuring their needs are met and maintaining high satisfaction levels with the service process.
- Commitment to Excellence in Service: Uphold and enhance service and repair times, employing continuous improvement strategies to elevate service quality and efficiency.
- Customer-Facing Interaction: Directly engage with end users as needed to address concerns, provide solutions, and gather feedback for service improvement.
- Quotation of Repairs: Accurately assess and quote repair work, communicating effectively with customers around scope and cost.
Requirements
- Bachelor's degree in Engineering, or related field, with a technical background preferred.
- Minimum of 5 years of experience in a service management role, with hands-on experience in technical or engineering repair work.
- Demonstrated leadership and team management skills, capable of inspiring a team and leading by example in hands-on repair tasks.
- Strong organizational and project management skills, with a successful track record of setting up and managing service and repair operations.
- Exceptional customer service and interpersonal skills, experienced in dealing with internal customers and direct user interactions.
- Comprehensive knowledge of RMA processes, parts management, and inventory control.
- Technical proficiency to understand complex product issues and lead their resolution.
- Strong communication skills, capable of effectively negotiating, quoting repair work, and explaining technical details to non-technical stakeholders.
- Commitment to maintaining high standards of service quality and meeting tight deadlines.
- Durable Medical Equipment (DME) experience preferred.
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