Laser Technical Services Manager at OmniGuide Inc
Billerica, MA 01821
About the Job
Laser Technical Services Manager
OmniGuide Inc. is currently in search of a Laser Technical Services Manager specializing in Laser Medical Equipment (Co2 and Thulium Lasers) to join our growing production team in Billerica, MA.
ABOUT US:
Located in Billerica, MA, USA, OmniGuide Holdings is a prominent medical device manufacturer specializing in Thulium and Co2 Laser systems. Additionally, we are a global fiber producer of Urology and flexible fiber laser technology, delivering products that advance surgical precision, accessibility, and control for minimally invasive surgery, laparoscopy, and robotic-assisted surgery.
Established in 2000 and headquartered in Billerica, MA, OmniGuide, Inc. is at the forefront of designing and producing advanced energy surgical systems applicable to a wide range of surgical procedures.
Our product portfolio encompasses surgical laser systems complemented by proprietary guided imaging software, flexible instruments, and other surgical tools.
Duties and Responsibilities
- Develop and implement Technical Service strategies aligned with organizational strategic goals and objectives.
- Define and execute short and long-term tactical Operations plans in alignment with business objectives.
- Support and implement field plans and objectives for Technical Service repairs, reporting, and training in international markets.
- Manage the selection, development, and allocation of personnel, resources, and budgets necessary for departmental functions.
- Establish and enforce departmental policies in accordance with company guidelines.
- Delegate tasks and provide guidance to departmental staff.
- Review and approve all deviations and engineering change notices as required.
- Generate technical updates for products returned for repair.
- Oversee activities related to the loaner program.
- Coordinate return authorizations and the return authorization process.
- Determine the need for investigations based on customer-reported failure descriptions.
- Offer technical recommendations for documentation modifications, product performance enhancements, and failure analysis.
- Establish field service spare parts lists, training programs, and support mechanisms for designated distributors.
- Participate in project teams to facilitate the transition from concept to field implementation.
- Ensure the accuracy and completeness of all repair orders and return authorizations.
- Supervise the maintenance of distributor and customer computer databases.
- Facilitate the transfer of product repair and technical support knowledge to the Technical Service team
- Monitor work procedures, schedules, and workflow to expedite tasks efficiently.
- Evaluate service calls to assess employee demeanor, technical proficiency, and adherence to company policies.
- Standardize procedures to enhance the efficiency of the Technical Services team.
Education & Experience
- Bachelor’s Degree or an equivalent combination of education and experience.
- Minimum of 6 years of relevant experience in Medical Technical Service and/or training, with advanced technological and/or clinical expertise in medical devices.
- Proficient in effective communication across all operational levels within the organization, as well as with suppliers and customers, demonstrating tact and diplomacy to achieve objectives.
- Strong interpersonal skills, capable of presenting recommendations and summarizing issues effectively.
- Demonstrated ability to cultivate, mentor, and inspire a high-performance technical service team, while ensuring accountability for results.
- Capable of working efficiently under pressure in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines.
- Possesses strong interpersonal, communication, and analytical abilities.
- Able to work independently while also possessing excellent team-building skills.
- Self-motivated, organized, and skilled in problem-solving, with a keen attention to detail and administrative tasks.
- Exhibits integrity, ethics, and a customer-focused approach, along with a positive attitude, results-driven mindset, action-oriented approach, and flexibility to adapt to changing circumstances.
Preferred:
- Related experience with Laser capital equipment
- Related experience in the medical device industry;
- Familiarity with FDA Medical Device Reporting regulations.
WHAT WE OFFER:
- Competitive pay of $70,000/- to $90,000/- annually; commensurate with experience.
- Employee Benefits Program Overview for U.S. Locations.
- Medical / Dental / Vision Benefits.
- 2 weeks’ vacation, 10 holidays plus paid sick time.
- 401K retirement savings plan providing.
- Section 125 Flexible Spending Accounts.
- Life, STD, LTD & LTC Insurance.
OmniGuide maintains a safe work environment for our employees. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking. The impact and/or company-issued personal protection equipment may vary based on the nature and location of the role.
To Apply:
Please submit your resume via the "APPLY NOW" button.