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BVI Medical · 1 week ago

Manager, Technical Service Operations

Irvine, CA

Full-time

Onsite

Mid, Senior Level

5+ years exp

BVI Medical is a rapidly growing surgical ophthalmic business focused on innovative solutions for physicians and patients. The Manager, Technical Service Operations will lead global operations for supporting the installed base of capital equipment, ensuring high-quality service delivery and enhancing the customer experience.

EyewearHealth CareManufacturingMedical Device

Responsibilities

Lead, mentor, and develop a team of Technical Service Coordinators in the U.S. and Europe

Manage daily operational workflow including service scheduling, distributor support requests, work order management, demo/workshop equipment allocation, and logistics coordination

Ensure consistent adoption and execution of global service processes, documentation standards, and KPIs

Oversee end-to-end support for BVI’s installed base of medical capital equipment worldwide

Serve as a central operational link for BVI distributors globally—supporting their service needs, coordinating demo and loaner units, and ensuring clarity around processes, parts, and service expectations

Support distributor onboarding and training by ensuring systems, documentation, and processes are ready and well communicated

Coordinate demo pool, workshop equipment, loaners, and evaluation units across regions

Support global readiness for product launches, upgrades, and field actions including distributor alignment

Partner with Sales and Customer Operations to ensure seamless service delivery and excellent customer experience

Work closely with Supply Chain on parts availability, logistics, inventory, and asset management across both direct and distributor markets

Collaborate with Quality, Regulatory, and R&D to support investigations, documentation needs, and continuous improvement

Maintain strong communication channels with distributors and internal stakeholders to address service issues, escalations, and planning needs

Maintain and improve global processes related to service coordination, distributor support, scheduling, work orders, and tracking of service metrics

Drive adoption and optimization of CRM/ERP tools (e.g., Salesforce, service platforms)

Identify operational gaps impacting direct and distributor markets and implement scalable solutions to improve efficiency, response times, and overall service quality

Establish, track, and report on key performance indicators (KPIs) such as service turnaround times, installed base data quality, parts usage, distributor service performance, and scheduling efficiency

Provide regular operational insights and dashboards to the Global Head of Technical Service and cross-functional leadership

Qualification

Technical service managementCRM/ERP systemsCapital equipment supportProcess optimizationInternational distributor supportCommunication skillsOrganizational skillsProblem-solving skills