Manager, Global Technical Service Administration

Natus Medical; Middleton (WI); Remote; USD 95,000 - 105,000; Full time

Job summary

An established industry player is seeking a strategic leader for their Global Technical Service Administration team. In this fully remote role, you'll drive efficiency and service excellence across multiple regions, ensuring the optimization of technical service admin functions. Your expertise in ERP and CRM systems will be crucial as you develop standardized processes and support global initiatives. Join a forward-thinking company that values innovation and collaboration, offering a comprehensive benefits package and a competitive salary. This is an exciting opportunity to make a significant impact in a dynamic environment focused on improving patient outcomes.

Benefits

Medical, Dental, Vision

401K Contribution

Paid Holidays

Flexible PTO Policy

Tuition Reimbursement

Annual Bonus Plan

Qualifications

• Bachelor's degree or equivalent experience required.
• 2-4 years in technical service or customer service admin roles.
• Previous people management experience is essential.

Responsibilities

• Lead global standardization and continuous improvement initiatives.
• Manage and mentor global admin teams for engagement and compliance.
• Identify and execute improvements in service processes.

Skills

Microsoft Excel

Microsoft Word

Salesforce

Oracle

Lean Six Sigma

Problem-solving

Organizational Skills

Education

Bachelor's degree

College Diploma

Tools

ERP Systems

CRM Systems

Job description

Manager, Global Technical Service Administration

Fully Remote Position (USA)

OverviewWe'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 ResponsibilitiesGlobal Strategy & Program Leadership

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

Process Improvement & Systems Oversight

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

Team Leadership & Operational Support

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

Operational Responsibilities:You'll oversee and support a wide range of daily operations, including:

• Biomedical Training coordination
• TS Order processing across US, Canada, and global regions
• Open TS order management and asset tracking
• RMA process management, reporting, and continuous improvement
• TS billing and revenue reporting
• Customer install asset management
• Inbox and escalation management
• Equipment receiving and service request support in collaboration with Operations
• Investigation and resolution of problematic RMAs
• Execution of customer credits for service-related invoice issues
• Evaluation and adoption of tools to improve team productivity

QualificationsEducation & Experience

• Bachelor's degree or College Diploma, or an equivalent combination of education and experience
• 2-4 years of related experience, preferably in a technical service or customer service admin role
• Previous people management experience required

Technical Skills

• Proficient in Microsoft Office, especially Excel and Word
• Strong knowledge of ERP/CRM systems (Salesforce, Oracle, EBS a plus)
• Lean or Six Sigma certification (Yellow or Green Belt preferred)

Core Competencies

• Skilled in driving global initiatives and aligning cross-functional stakeholders
• Effective communicator with strong problem-solving and organizational skills
• Capable of working under pressure and meeting deadlines
• Familiar with the operational responsibilities of technical and field service, sales/marketing, and manufacturing teams

Supervisory ResponsibilitiesYou'll oversee global team members, including hiring, training, performance reviews, coaching, and issue resolution - all aligned with company policies and legal standards.TravelMinimal travel required.Compensation and Benefits: Comprehensive benefit package that starts on your 1st day! Including:

• Medical, Dental, Vision
• 401K Contribution
• 7 paid holidays + 2 floating holidays of your choosing
• Flexible PTO Policy
• Tuition reimbursement assistance eligibility after your first year
• Annual Bonus Plan Eligibility
• And more!

Natus Pay Transparency Details The pay range for this position is 95-105K USD annually. The actual base pay offered may vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

Natus Medical Incorporated is recognized by healthcare providers globally as the source for solutions to screen, diagnose and treat disorders of the brain, neural pathways.Our vision is to deliver innovative and trusted solutions to advance the standard of care and improve patient outcomes and quality of life. Natus products are used in hospitals, clinics and laboratories worldwide.

EEO Statement: Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Accessibility: Natus is committed to creating an inclusive environment that accommodates all individuals, including those with disabilities. We support the goals of the Accessibility for Ontarians with Disabilities Acts (AODA) and have established policies, procedures and practices which adhere to the accessibility standards set out in the AODA. Should you require any accommodation throughout the recruitment process please do not hesitate to contact our Human Resources Department.

#natus #natuscareers #remotejobs #LI-NR #INDNATUS #remote