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1 maand geleden
We are seeking a highly skilled Service Operations Manager to lead our EMEA technical services team. As a key member of our organization, you will be responsible for managing the EMEA service depot, field service repairs, and product support. Your primary goal will be to provide exceptional technical product service and support to our direct sale customers and distributors in the EMEA region.
Key Responsibilities:
- Manage and perform all aspects of services offered on site at the depot, including training, repairs, refurbishment, system upgrades, service parts inventory, and loaner system management.
- Work with the EMEA Product Support team to resolve technical issues and ensure customer satisfaction.
- Provide support to distributors in the region, becoming the first point of contact for all technical issues and managing their resolution.
- Manage 3rd party service support, including relations, logistics, dispatch, technical support, service training, performance appraisals, invoice review, and parts use.
- Ensure service stocking levels are lean while maintaining customer satisfaction.
- Manage the service depot's financial responsibilities, including inventory cycle counts, reserve levels for depot materials, and ERP business unit transactional corrections and improvements.
- Document servicing activities and failure investigations according to regulatory requirements and Solta quality system standards.
- Organize the physical return goods area and manage inventory.
- Meet service department goals, objectives, and metrics.
- Be a technical resource for the Product Support group and worldwide Service Engineers.
- Ensure the depot is properly resourced to perform required tasks.
Requirements:
- Minimum 4-year degree in electronics, engineering, or equivalent experience.
- Minimum of 5 years in a team leadership or supervisory role, preferably in a Service or Engineering position in a Medical Device, Quality Regulated Environment.
- Ability to perform troubleshooting and root cause analysis on hardware and consumable defect returns.
- Familiarity with Microsoft Office Suite (Word and Excel).
- Ability to contribute to team development and work with team members in different locations.
- Good English skills with effective verbal, writing, and reading abilities.
- Experience working in an ESD type environment.