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Cadwell · 5 months ago

Manager, Service Delivery Team

Kennewick, Washington

Full-time

Onsite

Mid, Senior Level

$113K/yr - $134K/yr

5+ years exp

Cadwell is a company focused on delivering high-quality service and support in the medical device industry. The Manager, Service Delivery Team is responsible for leading the Service Delivery Team to ensure regulatory compliance and customer satisfaction while overseeing daily operations and implementing strategies for improvement.

ManufacturingMedical Device

Comp. & Benefits

Responsibilities

Proactively work with Cadwell's product managers and hardware engineers to ensure your team understands and is prepared to support and maintain new Cadwell hardware and software as it is released

Develop and implement strategies to improve, overall customer satisfaction, first-time fix rates, and Service Delivery Team efficiency

Agree, establish, and track Key Performance Indicators for Service Delivery (together with the Director, Global Service) to jointly identify and pursue continuous improvement opportunities

Oversee daily operations of the Service Delivery Team, ensuring timely fulfillment of customer repair and upgrade needs, in accordance with customer’s entitlement

Schedule and Complete required hardware repairs and firmware updates

Schedule and Complete required software updates (remotely)

Serve as an escalation point for Service Delivery issues of any nature to help ensure rapid and effective resolution

Establish and maintain a portfolio of essential Service Delivery Policies, Procedures and Protocols standardizing best-practices as they continue to evolve

Leverage above Policy, Procedure and Protocol portfolio to ‘standardize’ International and 3rd party Service Delivery

Work proactively with Service Leadership Team peers to provide feedback on product performance and to help drive design improvements

Represent Cadwell’s Service Delivery Team at all Service Leadership Team Meetings, collaborating with colleagues to maximize Service Support Team efficiency

Negotiate and manage the Service Delivery Team’s annual expense budget to align with, and fully realize, company’s financial goals

Other stuff as directed, assigned, requested or begged!

Qualification

Service managementLeadership skillsProblem-solvingService troubleshootingService management softwareCustomer satisfactionPeople managementRoot-cause identificationCorrective process improvementPreventive process improvementExperience in regulated environmentBackground in medical devicesCommunication skillsCollaboration skills

Required

Exemplary listening, communication and collaboration skills, with an established ability to work cross-functionally

Excellent problem-solving and decision-making skills, with a focus on customer satisfaction and efficiency

Strong leadership and people management skills, with experience leading both onsite and remote service teams

Expertise in Service troubleshooting, root-cause identification, corrective and preventive process improvement. (For both domestic and international service operations.)

Ability to travel as needed

Bachelor's degree in Engineering, Business, or a related technical field; equivalent experience will be considered

Approximately 5+ years of experience in service management, including technical support, field service, and repair operations

Experience managing service teams in a regulated environment (ISO, FDA, MDR, etc.) is required

Previous experience with service management software, CRM systems, and analytics tools is required