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Technical Services Manager

3 months ago

Boston, United States BRIOHEALTH SOLUTIONS INC Full time
Job DescriptionJob DescriptionBrioHealth Solutions is seeking a Technical Services Manager to build and maintain a Technical Services Team Technical Services Team which provides technical support for the BrioVAD system and peripherals. This position is also responsible for providing Field Service Engineers with guidance, planning, and opportunities for professional growth within the company.

This position provides input and guidance towards creating and maintaining the company's technical literature. The position is also responsible for creating, defining, and implementing short- and long-term Technical Service projects that support the INNOVATE IDE study and commercialization strategies and objectives.

In addition to providing leadership to the Field Service Engineers, this position also maintains a relationship with R&D, Quality Assurance, Clinical Affairs, Marketing, Regulatory and Clinical Services teams and provides high-level technical support for BrioHealth Solutions products.

POSITION RESPONSIBILITIES

The following are essential job functions.

Management and Leadership

  • Develop and manage comprehensive field technical services strategy for Technical Service Engineers/Field Service Engineers, and conduct regular meetings to ensure all tasks are progressing appropriately within the context of the Technical Services business plan.
  • Lead, mentor, and manage the Field Technical Services team, setting performance expectations and fostering a culture of excellence.
  • Responsible for all leadership responsibilities for the technical service engineers.

Process and Product Improvements

  • Evaluate current Technical Services processes and programs; work collaboratively to optimize efficiencies.
  • Assist R&D with new and/or optimized product formulations, utilizing knowledge gained by product and application specific fieldwork.
  • Collaborate closely with Quality Assurance, Clinical Services, Sales, Clinical Affairs and Customer Service teams to ensure alignment with all technical activities.

Technical Reference Material

  • Along with company management, identify gaps in technical product and application knowledge, and create a plan to acquire and organize all missing data.
  • Create and regularly update the product knowledge database, accessible to all relevant personnel.
  • Collaborate with R&D, Quality Assurance, and Return Product Analysis teams to provide valuable feedback from the field, contributing to product improvements and identifying potential issues.

Customer Service

  • Responsible for creating on call schedule to be able to monitor calls from customers (physicians, nurses, patients, and hospital and clinic staff)
  • Perform product and application troubleshooting and communicate regularly and effectively with affected stakeholders.
  • Participate with the planning and execution of on-site installation, training, and maintenance activities, ensuring smooth product integration and optimal device performance.
  • Develop and optimize service procedures, protocols, and documentation to ensure consistent and standardized service delivery.

Minimum Education

BS in engineering or related field.

Minimum Experience

5-8 years of experience in the medical device industry, preferably in the technical services field is required. 2-3 years of experience managing people in a technical service setting is required.

Desired Experience

Experience with product development in an R&D setting highly desired. Experience in managing virtual teams is a plus.

KEY KNOWLEDGE

Customer and Personal Service

Knowledge of principles and processes for providing customers and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Engineering and Technology

Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

About BrioHealth Solutions Inc

We are a global team of like-minded Med-Tech professionals focused on patient centric solutions in a collaborative environment leading to excellent outcomes. We have developed an advanced and unique heart failure therapy technology in the BrioVAD® Left Ventricular Assist System (LVAS). We are introducing the BrioVAD LVAS to Heart Failure clinicians for use with the large number of indicated and untreated patients who could benefit from chronic mechanical circulatory support. The initiation of our INNOVATE™ Trial in the US is only the beginning. We are building a team to develop advanced technology intended to further improve patient outcomes, increase therapy acceptance, and enabling chronic MCS therapy to be accessible to more patients across the globe.