Technical Services Manager/Director

JOB SUMMARY AND OBJECTIVES

Medica Corporation develops and manufactures affordable clinical analyzers and other products for the diagnostic laboratory and point-of-care settings. The company’s unique approach to design results in analyzers that are accurate, easy-to-use and maintain, and are ideally suited for the low to mid-volume in-vitro diagnostic testing market. Since its humble beginnings, Medica’s growth has been the result of its strategic focus on the worldwide need for accurate and reliable diagnostic tools that help lower healthcare costs.

The head of the Technical Services and Support department is responsible for ensuring the prompt response and effective resolution to customer inquiries related to the operation, troubleshooting, and maintenance of Medica Corporation’s clinical analyzers and related products.  Managing by example, this collaborative leader makes the best use of departmental resources, enabling and inspiring the team to deliver an exceptional and rewarding customer experience.

JOB DUTIES

  1. Functional Execution and Management
    1. Directs and manages the daily operations of the Technical Services (TS) team including product support, customer complaint processing, and issue escalation or investigation
    2. Oversees a group of 3-4 on-site and international/remote Technical Support professionals, mentoring and coaching as needed, facilitating their professional development, and enabling their continued success
    3. Contributes to and facilitates technical training for external customers and distributors globally and for internal company staff
    4. Oversees and provides support for new analyzer installations as needed both domestically and overseas
    5. Ensures the department’s adherence to company service policy and customer service contracts
    6. Performs written annual and regular performance review of TS team members identifying development needs and improvement opportunities making sure the TS staff is equipped with the knowledge, skills and tools needed to contribute to the success of customers and the company
    7. Develops and manages annual departmental budget
  2. Product Commercialization Support
    1. Collaborates with Marketing, Sales, and R&D in identifying and implementing product improvement opportunities, documentation, and processes based on data gathered via customer interactions
    2. Provides support to Marketing, Sales, and R&D in developing such product collateral materials as user manuals, troubleshooting guides, tech tips, and how-to-videos
  3. Business Support and Improvement
    1. Gathers and analyzes data pertaining to TS Key Performance Indicators, field product performance, and customer satisfaction trends providing regular written and verbal updates to management and other functional groups
    2. Participates in and contributes to new product development and technical evaluation process

ATTRIBUTES

  1. Strong technical understanding of the operational principle of Medica’s products as well as the technology behind them and the application is intended for)
  2. Highly organized with the ability to adapt and be creative to solve problems and handle multiple projects simultaneously
  3. Strong customer communication skills
  4. Ability to consider available facts, constraints, competitive circumstances, probable consequences, and distill these into meaningful recommendations
  5. Works effectively in solving problems and managing projects of diverse complexity and scope
  6. Enthusiastic and passionate about understanding and addressing customer needs
  7. Organized and self-motivated team-player
  8. Builds and maintains positive and collaborative relationships across functional groups
  9. Demonstrated ability to work collaboratively and influence others
  10. Stays informed on industry dynamics, competition, technology developments, as well as policies and regulation related to IVD markets
  11. Willingness and ability to travel; 10-15%

EXPERIENCE/SKILLS

  1. Understanding of technical and scientific principles as may be gained through completion of a BS degree in chemistry, biology, engineering, or related field of study or work
  2. 6 – 10 years of experience including 5 years of experience in technical or customer support functions, and at least 3 years management experience. Prior experience in diagnostics/medical device industry or clinical laboratory operations is highly desirable
  3. Working knowledge of relevant FDA, IVD/IVDR, and ISO regulations desired
  4. Demonstrated strong interpersonal skills, ability to manage and communicate across boundaries, build cross-functional collaboration, and influence without direct authority
  5. Ability to make timely quality decisions.
  6. The individual will be self-motivated with a strong desire to drive / deliver results.
  7. Strong working knowledge in Excel, PowerPoint and Salesforce.com a plus

Interested Applicants should forward resume to:

Mary Williams
Vice President, Human Resources
Medica Corporation
[email protected]