Technical Service Operations Manager

Lumicity; Boston (MA); On-site; USD 110,000 - 160,000; Full time

Job summary

Lumicity, a growing medical-device company in Boston, is seeking a Technical Service Operations Manager who can lead and grow the repair and service function across product platforms. The role combines hands-on repairs with building scalable processes and a coaching leadership style.

You will start by repairing devices and then develop end-to-end repair workflows, RMA processes, and training programs while coordinating with manufacturing, engineering, quality, and remote support teams.

Qualifications

• 5+ years hands-on repair of electronic or electromechanical equipment.
• 3+ years managing a service, repair, or technical team.
• Experience with ISO 13485 and medical-device service/compliance.

Responsibilities

• Diagnose and repair current and upcoming device platforms.
• Build end-to-end repair and RMA processes, including intake and refurbishment.
• Determine which issues can be resolved remotely and which require depot repair.
• Develop troubleshooting trees, SOPs, work instructions, and training materials.
• Hire, train, and manage repair technicians as the department grows.
• Ensure service records, complaint handling, and repair documentation meet ISO 13485 requirements.

Skills

Hands-on repair experience

Troubleshooting

Leadership/people management

ERP/QMS familiarity

Tools

ERP systems

QMS systems

Service-management tools

Job description

A growing medical-device company is hiring a Technical Service Operations Manager to build and lead its repair and service function as the business expands across multiple product platforms. Looking for a candidate who can start within the next 3-6 weeks.

This is a hands-on player-coach position. During the first few months, you will work alongside the existing team to develop a detailed understanding of the company’s electronic and electromechanical equipment and personally perform repairs. You will then build the processes, documentation, systems, and team required to support a rapidly growing installed base.

This is an excellent opportunity for an experienced medical-device technician or field-service professional who has progressed into management and wants significant ownership over the development of a technical-service organization.

Responsibilities:

• Become a hands-on expert in diagnosing and repairing current and upcoming device platforms
• Build the end-to-end repair and RMA process, including intake, triage, diagnosis, depot repair, quality checks, and return
• Determine which issues can be resolved remotely and which units require depot repair
• Develop troubleshooting trees, repair procedures, SOPs, work instructions, and training materials
• Help configure repair and RMA workflows within the company’s ERP and quality-management systems
• Hire, train, and manage repair technicians as the department grows
• Establish clear technician onboarding, performance, and development processes
• Manage spare-parts forecasting and service inventory
• Ensure service records, complaint handling, and repair documentation comply with ISO 13485 requirements
• Track turnaround time, repair volume, recurring failures, and cost-per-repair metrics
• Analyze field and repair data and communicate product trends to engineering
• Collaborate closely with manufacturing, engineering, quality, and remote technical-support teams
• Build a scalable service operation rather than simply managing the existing repair queue

Required Experience:

• 5+ years of hands-on experience repairing electronic or electromechanical equipment
• Background in medical-device repair, biomedical equipment, field service, or a related regulated industry
• 3+ years managing a service, repair, or technical team
• Demonstrated experience hiring, training, and performance-managing technicians
• Strong troubleshooting, diagnostics, and root-cause analysis capabilities
• Experience developing technical procedures, SOPs, and work instructions
• Knowledge of service documentation, nonconformance, complaint, or CAPA processes
• Working knowledge of ISO 13485 as it applies to medical-device service and repair
• Experience using ERP, QMS, or service-management systemsAbility and willingness to personally perform repairs during the initial onboarding period

Preferred Experience:

• Built or scaled a depot-repair or technical-service operation
• Owned an end-to-end RMA process
• Experience with electronic, high-voltage, capacitor-discharge, acoustic, or similar equipment
• Experience coordinating with remote or international support teams
• Spare-parts planning and repair-inventory management
• Lean, 5S, or Six Sigma experience
• Experience supporting new product introductions
• Background in a startup or rapidly scaling organization
• Full medical, dental, and vision 100% covered
• Yearly performance evaluations with bonus opportunity

*No sponsorship available for this position