Manager, Service

Changing lives. Building Careers.

Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.

This position will manage the activities of Service & Repair ensuring that customer relationships are maintained, and customer expectations are consistently exceeded. You will drive the company’s core values, mission and culture through daily operations. The Manager, Service & Repair will work with manufacturing leadership, product and sales managers, clinical educators to ensure customer retention and satisfaction.

Responsibilities
- Provide leadership in all Service & Repair activities. This includes providing clear direction to staff and interacting with Integra management.
- Ensure satisfactory level of productivity as determined in the Goals & Objectives.
- Disciplinary leadership of TCS colleagues, including performance management and staffing.
- Leading and coordinating change management activities.
- Drive the company’s core values, mission and culture through daily operations and guidance.
- Provide guidance and leadership to ensure the TCS activities are correctly undertaken in line with company SOP’ and to achieve defined KPIs.
- Develop and maintain excellent customer relationships.
- All repair work to be invoiced at the completion of the repair (including internal invoicing of warranty and company owned product). This includes the proper invoicing through each of the company’s country specific invoicing systems.
- Maintain an accurate system of Service Orders.
- Achieve a high level of customer satisfaction (both to internal customers and external customers) by fulfilment of the request within a reasonable time allowed by the extent of the request.
- Manage the business to exceed the annual revenue, profit and expense targets as defined by management. Participate in the process of setting targets with Service & Repair leadership.
- Participate in the process of budget determination, allocates resources and develops policies and procedures for the service organization to meet company goals.
- Utilize the proper Financial Systems, Work Order and ERP Systems as designated by the company. Possess functional knowledge and ensure all systems are being operated correctly with appropriate staff well trained to Repair running of business including Oracle.
- Responsible for adhering to all company Quality Assurance, Quality System & Safety and Health directives including all regulatory policies and procedures.
- Work with Quality Assurance Manager to implement and utilize Quality Systems as designated by the company.
- Ensure the complete staff follows at all times the Quality Systems and are prepared for and meet or exceed all requirements.
- Become familiar with and train staff on appropriate Standard Operating Procedures.
- Prepare for and satisfy all requirements of internal and external audits.
- Advice and assist quality, engineering and product marketing groups as needed to effect design changes to improve equipment efficiency, quality, reliability, and/or reduce cost of manufacturing, maintenance, or operation.
- Ensure that information received from customers is provided to Integra’s internal departments for continuous quality improvement of products and customer satisfaction.
- Ensure that proper fault tracking is documented on all products repaired.
- Ensure timely and appropriate customer communication for repairs.
- Interface with Sales Management and establish strong relationship with Sales and Marketing Management.
- Establish strong partnerships with all Integra departments to ensure smooth execution on all client deliverables.
- Follow Sales/TSR communication protocol established and revise with management as necessary if not effective - implement and train on workflows.
- Prepare and distribute Repair Work Order recap report to sales management once per month.
- Communicate with customers, subordinates, colleagues and management as determined by supervisor to ensure delivery of customer satisfaction.
- Lead technical service team through hiring initiatives, development and motivation of staff. In addition, accomplishes results through lower level and experienced exempt employees who exercise significant latitude and independence in their assignments.
- Ensure that staffing and training levels meet company objectives.
- Ensure the customer technical questions and complaints are resolved accurately and promptly. Involve other departments in resolution as appropriate.
- Ensure that customers are able to establish operation, maintenance and inspection procedures and techniques.
- Design, prepare and conduct training programs for all Integra employees, including direct staff as needed.
- Participate in the installation planning phase for new equipment.
- Prepare mon