Service Operations Manager

Job Title: Service Operations Manager – Test, Repair & Tech Support

About Parks:

First established in 1961, Parks Medical Electronics has a long, established history as the industry’s most experienced manufacturer of Doppler ultrasound systems. Founded as Parks Electronics Laboratory by Loren Parks to manufacture plethysmographs of his own design, the Parks product line grew to include impedance plethysmographs, mercury strain gauge plethysmographs, hearing testers, EKG telephone telemetry, and exercise EKG telemetry in the years before Doppler.

Parks products are still manufactured domestically at our Oregon facility, allowing us to support products we produce for years beyond the norm. Many of the products we sold over 30 years ago are still in use today… and are still supported by Parks. In a business that has seen numerous competitors come and go, leaving customers without support, Parks has been a constant throughout and remains the industry leader today.

Overview:

The Service Operations Manager will be a dynamic and experienced individual to lead and manage our Test, Repair and Technical Support teams supporting our medical device products. This role is critical to ensure operational excellence, customer satisfaction and continuous improvement across all products and the departments.

Key Responsibilities:

1.    Operational Leadership

o  Oversee daily operations of the Test, Repair and Technical Support documents.

o  Develop and implement service strategies, KPI’s and process improvements.

o  Ensure timely and accurate diagnosis, repair, and testing of new and returned products.

o  Manage escalations and ensure resolution of complex technical issues.

o  Drive process improvement.

o  Use data to close feedback loop with Engineering and Production to react to customer/user feedback.

2.    Team Management

o  Lead, mentor and develop a multidisciplinary team of technicians and support specialists.

o  Conduct performance reviews, training programs, and succession planning.

o  Ensure that team members are properly trained in troubleshooting, technical features of our product hardware and software, and have great communication skills with internal and external customers.

o  Foster a culture of accountability, collaboration and continuous learning.

3.    Customer Experience

o  Ensure high levels of customer satisfaction through responsive and effective technical support.

o  Collaborate with Customers and sales teams to address client concerns and feedback.

o  Monitor service metrics and implement corrective actions when needed.

4.    Quality & Compliance

o  Maintain compliance with industry standards, safety regulations and internal quality protocols.

o  Familiar with FDA and ISO requirements.

o  Drive root cause analysis and corrective actions for recurring issues.

o  Collaborate with Engineering and QA team to improve product reliability and serviceability.

5.    Reporting & Analytics

o  Prepare and present regular reports on service performance, trends and improvement initiatives.

o  Use data to identify bottleneck, forecast workloads and optimize resource allocation.

Qualifications:

• Education: Associate’s degree, or equivalent experience, in technical service, electronics engineering, or electronics testing and validation. 
• Experience:
• 8  years of experience in service operations, technical support or repair center management.
• Strong understanding of medical/electronics testing and repair processes.
• Proven leadership and team-building skills.
• Excellent communication, analytical and problem-solving abilities.
• Experience with ERP system and service management tools.
• Technical Knowledge:
• Familiarity with medical device design, manufacturing, and regulatory requirements (e.g., ISO 13485, FDA requirements).
• Understanding of healthcare and medical industry standards.
• Understanding of Quality Management Systems, and tracking of customer complaints systems.
• Preferred Skills:
• Six Sigma or Lean certification
• Familiarity with FDA and ISO standards