Manager, Global Technical Service Administration

Natus Medical Incorporated; Oakville; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a strategic leader for the Manager, Global Technical Service Administration role. This position focuses on enhancing operational efficiency across multiple regions, including North America, EMEA, and APAC. You will drive the standardization of service processes, implement improvements in asset tracking and billing, and lead a global team dedicated to service excellence. This role offers a unique opportunity to impact the organization's operations significantly while ensuring high-quality service delivery. Join a company committed to advancing care and patient outcomes through innovative solutions.

Benefits

Health benefits

Retirement plan

Tuition reimbursement

Vacation days

Sick days

Qualifications

• 2–4 years of experience in technical service or customer admin roles.
• Strong leadership and management skills required.

Responsibilities

• Lead global standardization of Technical Service Admin operations.
• Manage and mentor global admin teams for engagement and compliance.

Skills

Leadership

Process Improvement

Problem-Solving

Stakeholder Alignment

Communication

Education

Bachelor’s degree or College Diploma

Tools

Salesforce

Oracle

Microsoft Office

Job description

Manager, Global Technical Service Administration

Join to apply for the Manager, Global Technical Service Administration role at Natus Medical Incorporated.

Overview

We’re looking for a strategic, people-focused, and systems-savvy leader to join our team as the Manager, Global Technical Service Administration. In this role, you’ll lead the global standardization and continuous improvement of our Technical Service Admin operations. From managing key service processes like billing and RMA recovery to launching cross-regional initiatives, you’ll drive efficiency, alignment, and service excellence across North America, EMEA, and APAC.

Key Responsibilities

1. Lead the global expansion, alignment, and ongoing optimization of Technical Service Admin functions.
2. Develop and enforce standardized SOPs, workflows, and compliance procedures across all regions.
3. Serve as the global lead for implementation readiness and TS Admin support worldwide.

Process Improvement & Systems Oversight

1. Identify and execute improvements in asset tracking, RMA recovery, service billing, and administrative automation.
2. Act as the business lead for CRM/ERP enhancements (Salesforce, Oracle, EBS, etc.).
3. Partner with Legal, QA, and cross-functional teams to enforce policies supporting accountability and revenue recovery.

Team Leadership & Operational Support

1. Manage and mentor global admin teams to promote engagement, collaboration, and compliance with quality procedures.
2. Provide escalation support to internal teams and customers to ensure minimal disruption and maximum satisfaction.
3. Maintain departmental schedules and workflows.

Operational Responsibilities

You’ll oversee and support daily operations including biomedical training coordination, TS order processing across regions, RMA management, billing, customer asset management, escalation handling, equipment receiving, investigation of RMAs, customer credits, and tool adoption.

Qualifications

Education & Experience

• Bachelor’s degree or College Diploma, or equivalent experience.
• 2–4 years of related experience, preferably in technical service or customer admin roles.
• Previous management experience required.

Technical Skills

• Proficient in Microsoft Office (Excel, Word).
• Knowledge of ERP/CRM systems (Salesforce, Oracle, EBS).
• Lean or Six Sigma certification preferred.

Core Competencies

• Strong in driving initiatives and stakeholder alignment.
• Effective communicator with problem-solving skills.
• Ability to work under pressure and meet deadlines.
• Familiarity with technical and service operations.

Supervisory Responsibilities

Oversee global team members, including hiring, training, performance reviews, coaching, and issue resolution, adhering to company policies and legal standards.

Travel

Minimal travel required.

Compensation and Benefits

Competitive salary, bonus, health benefits, retirement plan, holidays, vacation, sick days, tuition reimbursement, and more, starting from day one.

About Natus Medical

Recognized globally for solutions in brain disorder diagnosis and treatment, committed to advancing care and patient outcomes. Our products are used worldwide in hospitals, clinics, and labs.

EEO & Accessibility

We are an equal opportunity employer committed to inclusivity, supporting accommodations per AODA standards.