Operations Manager, Service & Technical Support

Brasseler USA Inc.; Savannah (GA); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401K Plan with Company Match

Generous Time Off

Paid Parental Leave

Income Protection

Work Life Assistance Program

Flexible Spending Accounts

Educational Benefits

Worldwide Scholarship Program

Volunteer Opportunities

Job summary

Henry Schein, a world-class healthcare organization, seeks an experienced leader to design and execute the service and support operation from in-house to field activities. You will manage supplier relationships, warranty handling, and customer support to optimize the end-to-end customer experience.

The role focuses on post-sale technical support for medical devices, with a team-based approach to issue resolution, training, and continuous improvement. Domestic travel up to 25% may be required.

Qualifications

• ISO 9001 and 13485 experience.
• Experience in medical device manufacturing of Class 1 and 2 devices.
• Experience in Lean Manufacturing and process improvement.
• Logistics experience required.
• Experience with service management and CRM for case/RMA tracking.

Responsibilities

• Design and direct operational flow from in house to field service.
• Lead process improvement initiatives using Lean techniques.
• Manage service center technical support team and escalation paths.
• Set coverage, call handling standards and response times; maintain training materials.
• Own warranty and RMA process end-to-end including cost tracking.
• Define KPIs and report on first contact resolution, repair turnaround time, backlog.

Skills

ISO 9001

Lean Manufacturing

Medical devices

Logistics

CRM systems

Repair experience

Leadership

Communication

Problem solving

Education

Bachelor's Degree

Master's degree

Tools

CRM systems

Job description

Don’t just work somewhere, join Brasseler and be a valued team member of a world-class health care organization! Our Culture: Provides a safe and welcoming environment where team members can balance their lives and develop their careers. All people and experiences are valued and respected. Different perspectives are encouraged and lead to better results. This makes us who we are and enables us to be a world-class healthcare organization. All who join us are accountable to this charge. Our Philosophy: Quality products sold with integrity has been the hallmark of Brasseler USA from the beginning. Brasseler USA’s strong reputation of providing high quality, clinician endorsed and innovative dental and medical instrumentation nationally has spanned over 40 years. We have been offering a full-range of products made in the USA since 1976. Many of our products are manufactured at our headquarters in Savannah, GA. Explore our career opportunities below to learn more.

This position is responsible for the design and execution of the end-to-end process of the service and support operation from in-house to field activities. This includes supplier relationships, warranty management, customer support and processes that enable optimized customer experience.

The role is responsible for post-sale technical support for the product line: resolution of customer-reported issues in the field, a service center staffed by technicians providing technical phone support and partnering with service and repair team handling warranty and out-of-warranty repairs on site.

This position ensures adherence to all QSR’s.

KEY RESPONSIBILITIES:

• Design and direct operational flow from in house to field service.
• Includes leading process improvement initiatives using Lean techniques and tools.
• Manages the service center technical support team providing phone-based troubleshooting to customers and field sales representatives.
• Sets coverage, call handling standards and response time expectations, and maintains troubleshooting guides, FAQs and support training materials Team oversight and development plan for team members ensuring a team focused on metrics driven results and continuous improvement.
• Selects, develops and evaluates staff to ensure efficient operation of repair and service.
• Serves as the escalation point for customer-reported product issues in the field.
• Drives investigation, root cause analysis and corrective action with Engineering, Quality and Manufacturing, and closes the loop with the customer.
• Develops and executes system drives unit traceability from site through to field.
• Develop plans for efficient management of spare parts, ensuring system solutions as per site standardized practices.
• Partners with purchasing for system process design and execution.
• Owns the warranty and RMA process end to end, including return authorization, receipt and evaluation, repair or replace decisions, warranty cost tracking and credit issuance.
• Defines and reports KPIs such as first contact resolution, call volume and abandonment rate, repair turnaround time, repair backlog, warranty cost as a percent of sales and repeat repair rate.
• Uses the data to target product and process improvements.
• Ensures field and service center activity feeds the complaint handling system, that complaints are captured, triaged and escalated for MDR and vigilance reportability decisions per procedure, and that repair records and device history records are maintained.
• Partners with Sales, Marketing and Customer Service on service offerings, service and repair pricing, escalation paths and customer communication for field actions.
• Partnering with financial partner to ensure cost model to support operation and adherence to aligned cost model and budget.
• Ensures adherence to Company policies and procedures.
• Ensures quality of products is maintained, and safety procedures, Federal and State regulations and Company guidelines are followed.
• Participates in special projects and performs other duties as required.

SPECIFIC KNOWLEDGE & SKILLS:

• ISO 9001 and 13485 experience
• Experience in medical device manufacturing of Class 1 and 2, devices,
• Effective Continuous Process Improvement
• Experience Lean Manufacturing
• Background Successful experience in integrating new products into the manufacturing process
• Logistics experience required
• Service management and CRM systems for case management, RMA tracking and installed base records preferred.
• Repair experience with handpieces or comparable small electro-mechanical and pneumatic devices preferred.

GENERAL SKILLS & COMPETENCIES:

• Excellent management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Outstanding presentation and public speaking skills
• Outstanding independent decision making, analysis and problem solving skills
• Understand, interpret and act on financial information that contributes to business profitability
• Ability to plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility
• Lead teams to achieve company goals and solve complex business issues in creative and effective ways
• Outstanding planning and organizational skills and techniques
• Communicate effectively with senior management and key stakeholders
• Strong negotiating skills and ability to effectively manage internal and external relationships
• Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
• Broad and wide-range of professional and managerial skills with a full understanding of industry practices and company policies and procedures
• Ability to lead and develop virtual teams
• Outstanding in multiple technical and business skills

MINIMUM WORK EXPERIENCE:

Typically 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 3 or more years of management experience.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.

TRAVEL / PHYSICAL DEMANDS:

Travel – up to 25% domestic, with occasional international travel, for customer site visits, field issue resolution and service center support.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers

• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Generous Time Off
• Paid Parental Leave
• Income Protection
• Work Life Assistance Program
• Flexible Spending Accounts
• Educational Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities
• *Benefits may vary by location or status.

Henry Schein is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Over 90 years ago Henry Schein borrowed $500 to start a corner pharmacy in Queens, New York, nearly 30 miles from Melville, New York, where our corporate headquarters resides today. In the depths of the Great Depression, Henry and his wife Esther made a bold bet on their future all while living their values of helping health happen and caring for their team and the community they served. Their belief paid off far beyond what Henry and Esther might have dared to imagine in 1932. Henry Schein is now a Fortune 500 Company powered by a network of people and technology to be the world’s leading provider of health care products, services and solutions to office-based dental and medical practitioners. Since our founding we have stayed true to Henry and Esther’s values which has allowed us to evolve, expand, and grow our Company. Now serving more than 1 million customers in 33 countries and territories, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes.

We invite you to join approximately 25,000 Team Schein Members, who are critical to our success and are at the core of our Team Schein Values as our founders would have wanted. We live those values by ensuring that our culture focuses on the wellness of our team, which we accomplish by providing a safe space for individuals to develop and contribute authentically, with opportunities to give back to society and the communities where we live and work. No matter the role you are seeking, we encourage you to come be a part of a team that makes the world a healthier place. Henry Schein embraces diversity and is committed to providing equal opportunity to employees and applicants. If you are unable or limited in your ability to complete the application process, including the use or access of www.henryschein.com/careers, as a result of a physical or mental impairment, you can request reasonable accommodations. Please e-mail the appropriate email address below with the type of accommodation you are requesting. Please include your first and last name, phone number, position for which you are interested in applying and geographic location in your request.

US Candidates: [e-mail] UK and Ireland Candidates: [e-mail] Australia and New Zealand Candidates: [e-mail] Malaysia Candidates: [e-mail] Italy Candidates: [e-mail]

It is important to us to offer different types of work arrangements. Please see the types we offer below:

• Work From Home: Work is performed directly from the TSM's home office.
• Hybrid: Time is scheduled between working from a TSM home office and at a company facility, as required.
• Onsite: Work is performed exclusively at a company facility.
• Field: Position requires traveling to different locations within a specific geographic territory, as assigned.