Product Support Manager

1 month ago

Naperville, United States Endotronix, Inc Full time
Job DescriptionJob Description

WHO ARE WE?


Endotronix is a medical device company that aims to transform the treatment of heart failure, a chronic, progressive condition in which the heart is unable to pump enough blood to support the body. Our Cordella Heart Failure System (CHFS) includes proactive management tools for best practice care and detection of worsening heart failure. These easy-to-use tools improve patient quality of life and help to reduce hospital admissions thereby reducing health care costs. With our recent PMA approval from the FDA, we are preparing to grow our team – it’s a great time to join Endotronix

WHAT YOU’LL DO


The Product Support Manager is responsible for leading and directing the front-line Product Support team to ensure customer satisfaction and safety are always a priority. This includes considerations for Support processes including issue resolution, troubleshooting, Complaint intake and initiation, Field Service, customer Training, and RMA initiation. This position will also be involved in assisting the clinical and commercialization teams in pushing towards a successful product launch with a “patients first” commitment. A top focus will also be on process optimization and scalability. Your responsibilities will include:

  • Lead the optimization of the patient post implant follow up training experience
  • Creation of Product Support decision trees to drive standardization of troubleshooting efforts
  • Continual re-evaluation of Product Support and Customer Support SOPs, WIs, and forms to improve and streamline processes with a focus on scalability
  • Regular assessments of team performance to maintain company directive of “best-in-class” support
  • Work to establish, track, and trend standardized team KPIs to monitor performance and drive improvements
  • Collaboration with R&D on new product enhancements and next generation releases
  • Coordinate field service activities as part of remote device management as needed
  • Work closely with Post Market QA and Failure Analysis to support the complaint process
  • Cross functional collaboration with Clinical, Quality, Regulatory, and Sales/Marketing teams
  • Direct support efforts related to reader troubleshooting and reader exchanges
  • Act as SME for tier 2 support for CorPASS and advanced CHFS issues
  • Lead validation and verification activities related to the implementation of various electronic systems as needed by Product Support
  • Evaluate hiring needs for team growth and participate in recruitment efforts and training of new staff
  • Travel required up to 20%
  • Other jobs as needed in the Operations Department

WHAT YOU BRING TO THE TABLE

  • 5+ years working in Medical Device environment supporting customers
  • Minimum 1 year supervising/managing similar type team
  • Excellent written and verbal communication skills
  • Experience in post market processes, awareness of 21CRF820 Regulations, Medical Device Report and Market Action Processes
  • Capability to manage teams and meet defined goals
  • Professionalism while dealing with end users and medical/healthcare staff
  • Strong collaborative and cross-functional communication skills
  • Experienced in analyzing and interpreting data results
  • Preferred Skill: Experience implementing electronic systems/Salesforce use

EDUCATION

Bachelor’s degree Required

WHO YOU ARE

  • Relentlessly focused on data and hypothesis driven decision making to create the best experiences for ETX patients and customers
  • Someone with a bias for action and quick iteration as opposed to perfection
  • A quick learner, who is able to work independently, multitask, and drive your own projects
  • An effective communicator and collaborator who can synthesize insights from multiple stakeholders across business functions to deliver purpose-built insights, models and tools that provide easily interpretable and actionable results
  • A team player who can inspire teams to deliver together, embodying the idea that the whole is greater than the sum of the parts
  • Passionate about digital healthcare and leveraging Data to deliver innovative solutions at scale

WHAT WE’RE LIKE

  • Willing to have the “direct and honest conversation”. Not afraid to confront the facts (or be confronted) and develop a plan to move forward.
  • Competitive spirit and drive to win. Strong sense of initiative, internal motivation, and an unrelenting focus on results.
  • Openness to feedback and coaching with a strong orientation towards continual learning and improvement. Ability to solicit, accept and provide direct feedback without defensiveness.
  • Capacity to function in a highly complex company with ease and fluidity, while driving and influencing results.
  • Entrepreneurial, flexible, yet results focused.
  • High degree of intellectual curiosity, honesty, and capability.
  • Low ego and humble in spirit in spite of your track record of outstanding performance.

LIFE AT ENDOTRONIX

  • Our shared company values create a foundation of trust and collaboration. United in a common purpose, we excel at the task at hand to provide best-in-class medical technology and customer service to our patients and clinicians. And along the way we make sure to have a little fun, continue to grow and celebrate our successes.
  • We provide a competitive compensation package, comprehensive benefits including unlimited PTO, and an environment that will help you to thrive and succeed in your career.
  • Endotronix is an equal opportunity employer, and we are committed to providing equal employment opportunities to all persons without regard to race, creed, color, religion, national origin, gender, marital status, citizenship status, age, veteran status, or disability. We are passionately committed to building a diverse organization where all perspectives and cultures are celebrated.

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