Service Manager

4 months ago

Sydney, Australia Pettit Pharma & Device Search Full time

Are you a Technical Services Manager in the medical device industry?
- Role based on-site in Seven Hills
- Leadership role - 4 direct reports - large team of biomedical engineers

THE COMPANY YOU WOULD BE JOINING
- This global, European headquartered, pharmaceutical & medical device company specialises in lifesaving prescription medicines and medical technologies.
- Their products and services are used to help care for critically and chronically ill patients.
- They are committed to putting essential medicines and technologies in the hands of people who help improve patient outcomes.

**BENEFITS**:

- Large, global healthcare company offering career opportunities.
- A culture that is family friendly, open and collaborative, nurturing and progressive.
- Professional ongoing training and development.

WHAT YOU WILL LEAD AND GROW
- The primary responsibility of this Technical Services Manager position is to ensure the Technical Services Team provide a superior level of service to all customers relating to a range of medical device products.
- Effective management of the team on a day to day basis through sound leadership, guidance and open communication and addressing any performance issues and recognising good performance, ensuring staffing and skill levels are adequate to achieve business requirements, is key to being successful in this role.
- Ensuring that performance reviews are conducted for the team and regular feedback is given during the year is also critical to assess training gaps and talent succession planning.
- This role is responsible for the leadership of 4 direct reports including Senior Biomedical Engineers/Team Leaders who manage a large team of field service engineers and support contractors, including graduates and interns.
- The position includes all aspects of certification, work allocation, contracts and together with the Medical Devices Business Unit Head, financial processes.
- You and your team will provide solutions to existing and potential hospital customers for all medical technology platforms and engage hospital customers and maintain a high level of understanding of their needs and market requirements. A passion for customer service is necessary.
- You will lead negotiation, establishment and management of Technical Service Level Agreements together with the account and commercial services manager and solve customer problems and analyse customer service needs, reporting any serious customer situations.
- You will be responsible for operational day-to-day supervision of Service Technicians and Engineers who repair, test and calibrate medical devices and support IT on Technical Service activities with devices including installations.
- Planning and coordinating installation projects in collaboration with Account Managers and customers is part of this role along with supporting the team with the Preventative Maintenance Schedule.
- You will work closely with Product Managers, in Marketing, and Account Managers, in Sales, to provide technical support for sales & marketing initiatives and liaise with warehouse, finance and QA to ensure smooth and efficient handling of products and actions.

YOU WILL HAVE THE FOLLOWING TO BE SUCCESSFUL
- Degree in Biomedical Engineering / Diploma in Electrical Engineering / Advanced Certificate (minimum) in Electronics or related field.
- Current or previous recent experience in a similar role in medical devices is mandatory.
- Working knowledge of related Australian Standards: AS2500, ASNZS3200.1.0 & ASNZS3551.

3485

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