Manager Technical Support, Medical Device

The Manager of Technical Support Medical Device plays a critical role in satisfying both department and customer technical needs and develops short & long term technical service strategies to meet those requirements This individual manages and improves the technical service function activities and processes Key success factors include having experience in medical technical service and demonstrating strong leadership to drive team performance and deliver exceptional customer satisfaction This role is based at the Irvine CA office Qualified candidates would be expected work from the office 3 5 days per week Essential Functions and Main Duties Provides leadership support and direction to direct reports in accordance with the service business units strategic imperatives Including but not limited to writing performance evaluations of direct reports and hiring and developing staffSupervises staff to ensure company safety procedures policies and administrative procedures are implemented and followedIdentify and advocate for the needs of employees to drive employee engagement and enable exceptional delivery of customer serviceSelect manage develop and hold accountable team members to meet department deliverables and responsibilities Complete company people management requirements Exhibit manager competenciesIdentify and resolve knowledge gaps between customer needs and employee capabilitiesPlans organizes and controls resources to meet productivity requirementsCollaborate with sales support customer support repair center warehousing and quality assurance to ensure prompt shipment of productsDrive Continuous Improvement of work processes to maximize support quality and efficiencyCommunicate directly with customers to de escalate challenging situations and take ownership of service challengesPromote and embody a collaborative attitude within the immediate team with internal colleagues and customersResponsible for maintaining legible and accurate records including quality and assembly and other procedures to comply with regulatory requirements; Quality Systems Regulations and Standard Operating ProceduresEnsures all quality and standard operating procedures are being followedMaintains health and safety standards for the workplace and individualsAdheres to all company policies procedures and business ethics codesDuties may be modified or assigned at any time based on business needQualifications Education Certification Experience Required Bachelors degree in biomedical clinical electrical engineering computer science biological sciences or related discipline; relevant education and experience accepted in lieu of degree5 years of related experience in medical technical service2 years of people management experience including driving results through others leading teams or projects and providing trainingExperience or certification in LeanSix Sigma is desirableExperience or certification in neurology applications such as EEG IOM EPEMG or PSG is desirableExperience or certification in Windows desktop support and IT networking support is desirableLevel and compensation depend on location experience education and skillsCompetencies Required Familiarity with FDA Medical Device Reporting regulations preferredStrong people skills for coaching motivating and providing feedbackThe ability to work effectively under pressure in a fast paced time sensitive environment with shifting priorities and multiple deadlinesPresentation skillsAbility to understand implications of work and make recommendations for solutionsAbility to define project scope statement of work work breakdown schedule sub tasks and required resources on new Technical Support department projectsMust be able to communicate verbally and in writing and to receive and understand verbal and written instructions in EnglishAble to work effectively both independently and in a collaborative team environmentCompensation The anticipated range for this position is 78000 120000 Actual placement within the range is dependent on multiple factors including but not limited to skills education experience and location Perks and Benefits Visit our Career page to learn more about Perks & Benefits and working at Nihon Kohden America Working Conditions Schedule The regular hours for this full time position are 800 am to 500 pm Monday Friday unless otherwise stated by the department manager Holiday weekend and evening work hours may be required Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Companys discretion Physical Generally may require some reaching bending stooping squatting crawling kneeling pushing pulling lifting carrying up to 25 pounds finger dexterity repetitive motions standing walking sitting hearing visual acuity color vision More specific details may be provided as needed or requested Reasonable accommodation may be requested by contacting Human Resources Travel Approximately 5 Access to Customer Sites It is an essential function of this position to perform duties in healthcare facilities and to achieve the necessary vendor credentialing As part of this process it is typically required to provide proof of vaccinations including COVID and related personal medical information and to comply with other criteria as needed to be able to work at customer sites Typical vendor credentialing expenses will be paidreimbursed by the Company Nihon Kohden America is committed to maintaining a professional and respectful workplace free from discrimination harassment and retaliation and welcomes all qualified candidates to apply Employment decisions are based on qualifications experience and business needs without regard to legally protected characteristics This policy applies to all employment actions including recruitment hiring promotion compensation training and other workplace practices Nihon Kohden America complies with all applicable federal state and local laws regarding equal employment opportunity Employees and applicants will not be subject to harassment or retaliation for asserting their legal rights Questions or concerns regarding this policy may be directed to Human Resources at HREmployeeServicesnihonkohdencom