Service Ops Manager

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

• Operational Leadership
• Oversee daily operations of the Test, Repair and Technical Support documents. o Develop and implement service strategies, KPI’s and process improvements.
• Ensure timely and accurate diagnosis, repair, and testing of new and returned products. o Manage escalations and ensure resolution of complex technical issues.
• Drive process improvement.
• Use data to close feedback loop with Engineering and Production to react to customer/user feedback.
• Team Management
• Lead, mentor and develop a multidisciplinary team of technicians and support specialists. o Conduct performance reviews, training programs, and succession planning.
• 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.
• Foster a culture of accountability, collaboration and continuous learning.
• Customer Experience
• 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.
• Monitor service metrics and implement corrective actions when needed.
• Quality & Compliance
• Maintain compliance with industry standards, safety regulations and internal quality protocols. o Familiar with FDA and ISO requirements.
• Drive root cause analysis and corrective actions for recurring issues.
• Collaborate with Engineering and QA team to improve product reliability and serviceability.
• Reporting & Analytics
• Prepare and present regular reports on service performance, trends and improvement initiatives.
• 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 teambuilding skills.
• Excellent communication, analytical and problemsolving 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
  
  

Working Conditions:

• Onsite role in our Aloha, OR facility. 5 days/week in office
• General hours 7 3:30 MF
• Ability to stand and sit for extended periods of time.
• This position requires strict adherence to labor laws concerning meal and break periods, ensuring compliance and promoting a healthy work environment.
  
  

Success Factors:

• Ability to balance strategic vision with operational execution.
• Accountability.
• Delivering results.
• Adaptability to regulatory changes and market dynamics.
• Strong focus on delivering value to customers and stakeholders while driving organizational goals.
  
  

Parks Medical Electronics reserves the right to modify, interpret, or apply this job description in any manner the company desires. This job description in no way implies that these are the only duties, including essential duties, to be performed by the employee occupying this position. This job description is not an employment contract, implied or otherwise. The employment relationship remains “At Will.” The job requirements are subject to change to reasonably accommodate qualified individuals with disabilities.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.