Global Service and Operations Manager

2 weeks ago

Billerica, United States OmniGuide Inc. Full time

OmniGuide Inc. is currently in search of a Global Service and Operations Manager specializing in Laser Medical Equipment (Co2 and Thulium Lasers) to join our growing production team in Billerica, MA.


ABOUT US:


Located in Billerica, MA, USA, OmniGuide Holdings is a prominent medical device manufacturer specializing in Thulium and Co2 Laser systems. Additionally, we are a global fiber producer of Urology and flexible fiber laser technology, delivering products that advance surgical precision, accessibility, and control for minimally invasive surgery, laparoscopy, and robotic-assisted surgery.


Established in 2000 and headquartered in Billerica, MA, OmniGuide, Inc. is at the forefront of designing and producing advanced energy surgical systems applicable to a wide range of surgical procedures.


Our product portfolio encompasses surgical laser systems complemented by proprietary guided imaging software, flexible instruments, and other surgical tools.


Key Responsibilities:
Develop and implement Technical Service strategies aligned with organizational strategic goals and objectives.
Define and execute short and long-term tactical Operations plans in alignment with business objectives.
Support and implement field plans and objectives for Technical Service repairs, reporting, and training in international markets.
Manage the selection, development, and allocation of personnel, resources, and budgets necessary for departmental functions.
Drive continuous improvement production plans of laser systems; training and workflows to optimize resource utilization and meet customer demand.
Establish and enforce departmental policies in accordance with company guidelines.
Delegate tasks and provide guidance to departmental staff.
Review and approve all deviations and engineering change notices as required.
Generate technical updates for products returned for repair.
Oversee activities related to the loaner program.
Coordinate return authorizations and the return authorization process.
Determine the need for investigations based on customer-reported failure descriptions.
Offer technical recommendations for documentation modifications, product performance enhancements, and failure analysis.
Establish field service spare parts lists, training programs, and support mechanisms for designated global distributors.
Participate in project teams to facilitate the transition from concept to field implementation.
Ensure the accuracy and completeness of all repair orders and return authorizations.
Supervise the maintenance of distributor and customer computer databases.
Facilitate the transfer of product repair and technical support knowledge to the Technical Service team.
Monitor work procedures, schedules, and workflow to expedite tasks efficiently.
Evaluate service calls to assess employee demeanor, technical proficiency, and adherence to company policies.
Standardize procedures to enhance the efficiency of the Technical Services team.





Education & Experience:
Bachelor’s Degree or an equivalent combination of education and experience.
Minimum of 6 years of relevant experience in Medical Technical Service and/or training, with advanced technological and/or clinical expertise in medical devices.
Proficient in effective communication across all operational levels within the organization, as well as with suppliers and customers, demonstrating tact and diplomacy to achieve objectives.
Strong interpersonal skills, capable of presenting recommendations and summarizing issues effectively.
Demonstrated ability to cultivate, mentor, and inspire a high-performance technical service team, while ensuring accountability for results.
Capable of working efficiently under pressure in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines.
Possesses strong interpersonal, communication, and analytical abilities.
Able to work independently while also possessing excellent team-building skills.
Self-motivated, organized, and skilled in problem-solving, with a keen attention to detail and administrative tasks.
Exhibits integrity, ethics, and a customer-focused approach, along with a positive attitude, results-driven mindset, action-oriented approach, and flexibility to adapt to changing circumstances.


Preferred:
Related experience with Laser capital equipment
Related experience in the medical device industry;
Familiarity with FDA Medical Device Reporting regulations.

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