Essential Duties, Critical Success Factors, Responsibilities, Authorities and Required Interactions:
Global Service Support and Development (GSSD) is responsible for ensuring that our Service Organization consisting of over 500 Field Service Engineers and support teams have the Tools, Processes, and Documentation to ensure our customers receive the best Services possible. The GSSD Manager oversees and manages the team of technology focused Service Product Technical Specialists who support the Liquid Chromatography Mass Spectrometry LCMS products during pre-production development and post-launch maintenance and repair.
Other duties include but not limited to:
Oversight for Regulatory Compliance (QMS, CSA, FDA, etc.), including Audit management and CAPA resolution
Acts as the primary link between the field and the factory for issues and ideas, demonstrating an understanding of the service business and driving implementation of service related initiatives through their partnership with Field/factory teams
Oversees the GSSD teams development / release of:
Field Service facing communications
Illustrated Parts lists; NPI/ EOL parts management
Technical Writing of documents like Service Guides,
Design for Service – transfer from Development to Field
Monthly KPI tracking and PSP where necessary
Service Process development
Field service Tool Calibration program
Medical device compliance
Education and/or Work Experience Requirements :The successful candidate is/has:
Degree in Science or Engineering. Additional business degree an asset.
An excellent communicator, displays professionalism, leadership and has well-developed interpersonal skills;
Demonstrated ability to collaborate with a multi-disciplined engineering teams;.
Solid project management/ organization skills to effectively lead and direct team members to successfully achieve desired goals and objectives in timely manner
A “closer” : takes ownership of issues, drives to root cause, develops and implements countermeasures, and ensures sustainment of changes
Champion of Change – progressive, forward looking, and not satisfied with today’s success
Continuous improvement aptitude and analytical approach.
Fluent in English, written and oral.
Experience in the use of a CRM and understands its importance in the Service parts process.
Resilient, calm under pressure, self-driven, attentive to detail, consistent, and process driven.
Additional Requirements :
This role may require a small amount of International travel (less than 10%) and occasional evening phone calls in order to effectively interact with our global colleagues.