Quest Medical, Inc. is a US based manufacturer that develops and manufactures sterile medical devices for a variety of medical markets. Those markets include cardiac surgery, ophthalmic surgery, oncology, IV fluid, and anesthesia delivery. Our company culture is very diverse and the average tenure for our employee population is 7 years. If you are looking for a stable and successful company where your voice will be heard, Quest is the place to be.
Ready to lead the way in delivering exceptional service experiences? Quest Medical Inc. is on the lookout for a dynamic Service Operations Manager to join our team. As the orchestrator of seamless service delivery, customer satisfaction, and operational efficiency, you’ll play a pivotal role overseeing both field service and customer service functions.
General Duties and Responsibilities:
Team Leadership and Management:
• Lead, develop, and manage a team of field service engineering and customer service staff.
• Set clear goals, performance metrics, and KPIs for the team, regularly evaluating performance and providing guidance for improvement.
• Foster a collaborative and positive work environment that encourages teamwork, operational excellence, continuous improvement, and professional growth.
• Collaborate with planning, manufacturing, sales operations, quality and logistics to optimize service delivery and customer satisfaction.
Customer Service Strategy:
• Develop and implement customer service strategies aligned with company goals to enhance overall customer satisfaction and retention.
• Analyze customer feedback, service metrics, and industry trends to identify areas for improvement and innovation in service delivery.
• Establish and maintain service protocols, standards, and procedures to ensure consistent and high-quality customer support.
Field Service Operations:
• Coordinate and oversee field service activities, including scheduling, dispatching, and monitoring of field service technicians’ performance.
• Collaborate with internal teams to optimize resource allocation, inventory management, and timely resolution of field service requests.
• Implement best practices for on-site service, ensuring adherence to safety regulations and quality standards.
Customer Relationship Management:
• Serve as a primary point of contact for escalated customer inquiries or issues, ensuring effective problem resolution and customer satisfaction.
• Build and nurture strong relationships with key customers, understanding their needs and advocating for improvements in service delivery.
Performance Analysis and Reporting:
• Monitor and analyze service performance metrics, such as response times, resolution rates, and customer feedback.
• Generate regular reports and presentations on service KPIs for reporting to leadership teams.
• Maintain and enhance training programs to ensure high skill levels and compliance with industry standards.
Process Enhancement and Compliance:
• Establish and maintain rigorous quality control measures to ensure products meet or exceed industry standards.
• Work closely with engineering, continuous improvement, and quality teams to resolve production issues.
• Utilize Lean and Six Sigma principals to identify opportunities for process improvement, cost reduction, and increased operational efficiency.
Required Skills and Responsibilities:
• Bachelor’s degree in Business Administration, Management, or related field (or equivalent work experience).
• Minimum 5 years’ experience in a leadership role with field service and/or customer service operations, preferably in a technical and service-oriented industry.
• Strong leadership and team management skills, with the ability to motivate and develop teams.
• Excellent communication, problem-solving, and decision-making abilities.
• Familiarity with regulatory requirements and standards in the medical device industry.
• Proficiency in using CRM systems, service management software, ERP Systems, project management software, and MS Office Suite.
• Knowledge of field service operations, including scheduling, logistics, and technical troubleshooting.
• Experience in implementing Lean and Six Sigma principles (Six Sigma Black Belt preferred).
• Ability to multitask, prioritize, and work efficiently in a dynamic environment.
Why Join Us:
• Mid-size company with great company culture that is well diverse
• Have a voice in the company
• Average tenure for employee population is 7 years
• 401k with employee matching available
• Paid vacation, health/dental/vision, and other excellent benefits