Technical Services Manager

ABOUT US True Digital Surgery is a World Leader in Computer-Guided Microsurgery.

We combine 3D visualization and guidance software applications focused on improving accuracy, efficiency and outcomes for surgeons and patients.

Our medical imaging and guidance system employs advanced real-time 3D graphic capabilities and proprietary software that is sold to surgeons and hospitals all over the world.

SUMMARY The Technical Services Manager will be responsible for the management of all technical support activity at True Digital Surgery.  This position is responsible for technical diagnosis, analysis, and solutions for all service issues escalated to TDS, along with all required documentation as indicated by the TDS quality system requirements for medical device.

This role will ensure that the events are tracked through to completion while maintaining on-going communication with the customer, as needed to ensure complete resolution.  This role requires a close relationship and teamwork with the TDS Customer Support, Software QA, and Operations teams.  They will be tasked to use and improve the existing system by optimizing and staffing the team to scale with additional members according to company and product growth.  They will also track and report trends for service metrics, customer feedback, complaints, and other key performance indicators.   As TDS expands, the Technical Service Manager will oversee field service and repairs.

SALARY AND PAY TRANSPARENCY Salary range for this position is between $120,000 and $200,000.  Base pay is dependent upon many factors, such as :

• training, transferable skills, work experience, education, business needs and market demands.
• The base pay range is subject to change and may be modified in the future.
• This role may also be eligible for bonus, equity, and all applicable company benefits.
• The salary range and / or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future.
• ESSENTIAL DUTIES AND RESPONSIBILITIES Receive and review all technical service issues, responding to customer with ticket number next steps within 24 hours.
• Schedule and coordinate product repairs on returned products by Repairing as needed Coordinating repair with production team or Coordinating repair with external suppliers and partners.
• Work with SQA, hardware, and software teams to trouble-shoot and fully resolve customer complaints.
• Develop and maintain service and customer feedback system databases.
• Ensure that each service ticket is completely and accurately closed out.
• Complete all required Forms, per quality system requirements.
• Collect and close complaints Hire and manage staff as needed to scale technical support team to meet KPIs.  Ensure response time, daily calls and in-completes at acceptable ranges.
• Ability to recruit, motivate and train technical service department Travel to customer sites and repair centers to service TDS products and oversee staff.
• Develop and report weekly on relevant Technical Support KPIs.
• Report monthly on contractual KPIs Define spare parts requirements and maintain needed inventories.

Apply analytics to Complaints for suggestions for product improvements Develop and maintain troubleshooting guide Develop (or utilize existing) technical service knowledge database to assist in rapid resolution of common issues.

Benefits :

Plus, we work to maintain the best possible environment To Apply :