Cadwell · 1 week ago
Manager, Service Delivery Team
Kennewick, WA
Full-time
Hybrid
Mid, Senior Level
$113K/yr - $134K/yr
5+ years expCadwell is a company focused on delivering high-quality service in the medical device industry. The Manager, Service Delivery Team is responsible for leading a technical team that ensures compliance and quality in hardware repairs and IT support while driving improvements in customer satisfaction.
ManufacturingMedical Device
Hiring Manager
Courtney Snukis
Responsibilities
Lead, mentor, and develop a cross-functional service team spanning hardware repair and IT/software support
Act as the primary escalation point for complex issues, ensuring rapid resolution and system recovery
Provide technical direction for troubleshooting, root cause analysis, and best practices
Partner with Product, Hardware, and Software Engineering teams to prepare for and support new product releases
Oversee daily service operations, including scheduling and completing hardware repairs and firmware updates
Managing software upgrades for both standalone systems and enterprise-level client/server environments
Ensure regulatory compliance and high-quality standards across all service activities
Maintain and evolve service policies, procedures, and protocols, extending them to international and third-party service teams
Drive improvements in customer satisfaction, first-time fix rates, and team efficiency
Provide product performance feedback to help inform future design improvements
Represent Service Delivery at leadership meetings, collaborating to align goals and optimize service operations
Manage the team’s annual expense budget to support the company's financial objectives
Other activities as directed, assigned, or requested
Qualification
Required
Strong leadership and people management skills with experience leading cross-functional service teams (hardware repair and IT/software support), both onsite and remote
Demonstrated expertise in IT/software troubleshooting in client/server and networked environments
Experience with and understanding of hardware diagnostics, repair, and preventative maintenance
Proven ability to drive root-cause analysis and implement corrective/preventive actions across hardware and software domains
Excellent communication, listening, and collaboration skills, with the ability to work effectively across Product, Engineering, and Service leadership teams
Strong problem-solving and decision-making skills with a focus on operational efficiency, first-time-fix success, and customer satisfaction
Knowledge of regulatory and quality standards for service operations in the medical device industry (ISO 13485, FDA, MDR, etc.)
Ability to travel domestically and internationally as needed
Bachelor's degree in Computer Engineering, Electrical Engineering, Computer Science, or related technical field (equivalent experience considered)
5+ years of experience in service engineering, technical support, or field service with exposure to both hardware repair and IT/software systems
2+ years in a supervisory, team lead, or managerial role within a regulated environment
Hands-on experience with service management platforms, CRM systems, and analytics/reporting tools
Preferred
Background in medical devices, healthcare technology, or servicing complex regulated equipment strongly preferred
Professional certifications (e.g., Microsoft, Cisco, CompTIA, ITIL) are a plus
Company
Cadwell
Since 1979, Cadwell has been true to its mission: Helping you help others.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Patrick Jensen
CEO
Recent News
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