Service & Tech Operations Leader

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

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.