Manager, Technical Service Operations

Purpose

The Manager, Technical Service Operations is responsible for leading day-to-day global operations that support BVI’s installed base of capital equipment, including field service coordination, distributor support, workshop and demo management, and customer-facing service processes. This role manages a distributed team of Technical Service Coordinators across the U.S. and Europe and ensures consistent, high-quality execution of service operations to enable customer success, distributor readiness, and commercial growth. The manager will partner closely with Sales, Customer Operations, and BVI’s global distributor network to streamline processes, strengthen service capability, and enhance the overall customer experience.

This individual must be highly organized, process-driven, and comfortable operating in a fast-paced, global environment.

Key Responsibilities

Team & Operational Leadership

• Lead, mentor, and develop a team of Technical Service Coordinators in the U.S. and Europe.
• Manage daily operational workflow including service scheduling, distributor support requests, work order management, demo/workshop equipment allocation, and logistics coordination.
• Ensure consistent adoption and execution of global service processes, documentation standards, and KPIs.
  
  

Global Installed Base & Distributor Support

• Oversee end-to-end support for BVI’s installed base of medical capital equipment worldwide.
• Serve as a central operational link for BVI distributors globally—supporting their service needs, coordinating demo and loaner units, and ensuring clarity around processes, parts, and service expectations.
• Support distributor onboarding and training by ensuring systems, documentation, and processes are ready and well communicated.
• Coordinate demo pool, workshop equipment, loaners, and evaluation units across regions.
• Support global readiness for product launches, upgrades, and field actions including distributor alignment.
  
  

Cross-Functional Collaboration

• Partner with Sales and Customer Operations to ensure seamless service delivery and excellent customer experience.
• Work closely with Supply Chain on parts availability, logistics, inventory, and asset management across both direct and distributor markets.
• Collaborate with Quality, Regulatory, and R&D to support investigations, documentation needs, and continuous improvement.
• Maintain strong communication channels with distributors and internal stakeholders to address service issues, escalations, and planning needs.
  
  

Process & Systems Optimization

• Maintain and improve global processes related to service coordination, distributor support, scheduling, work orders, and tracking of service metrics.
• Drive adoption and optimization of CRM/ERP tools (e.g., Salesforce, service platforms).
• Identify operational gaps impacting direct and distributor markets and implement scalable solutions to improve efficiency, response times, and overall service quality.
  
  

Metrics & Reporting

• Establish, track, and report on key performance indicators (KPIs) such as service turnaround times, installed base data quality, parts usage, distributor service performance, and scheduling efficiency.
• Provide regular operational insights and dashboards to the Global Head of Technical Service and cross-functional leadership.
  
  

Qualification

Required

• Bachelor’s degree or equivalent experience.
• 5 years experience in technical service, operations, customer service, or related roles; at least 2 years in a supervisory or team lead capacity.
• Experience supporting capital equipment in a regulated industry (medical device strongly preferred).
• Experience working with or supporting distributors in an international environment.
• Proven ability to manage global workflows and coordinate across time zones.
• Strong process-orientation with demonstrated success implementing operational improvements.
• Excellent communication, organizational, and problem-solving skills.
• Proficiency with CRM/ERP systems (Salesforce experience strongly preferred).
  
  

Preferred

• Experience leading remote or international teams.
• Familiarity with medical device regulatory requirements and service documentation standards.
• Experience in customer-facing operational roles involving both direct and distributor markets.
  
  

Key Attributes

• Highly organized and detail-oriented.
• Strong follow-through and accountability.
• Customer- and distributor-centric mindset.
• Comfortable navigating cultural and organizational differences across global markets.
• Process-focused, with the ability to simplify, standardize, and scale operations.
• Thrives in a fast-paced, dynamic, global environment.
  
  

Company

BVI® is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes: Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), and spans more than 90 countries.

We’ve set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept – taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.

Learn more at www.bvimedical.com