Customer Service Manager. Medical Device

  • Category
    Customer Service
  • Location
    Reading, Massachusetts
  • Type
    Direct hire

Manager, Customer Service  ~  Medical Device and FDA Regulations experience is required

On-site positon North of Boston

The Manager of Customer Service will lead the business process development and expansion of the Customer Care organization. The position will report into the Director, Customer Service and working collaboratively will develop, document, and refine the business processes for Customer Care.  Additionally, collaboration with all internal stakeholders including, engineering, quality, marketing, etc., to ensure customer service objectives align with corporate wide goals, providing insight into patient behaviors, and product usage. The Manager, Customer Service may be required to perform all, or a combination of the following essential responsibilities as determined by necessity.

Essential Duties & Responsibilities   

  • Create a “best in class” customer service model and strategy based on customer needs with a goal to continuously improve the overall customer care operating model.
  • Provide inputs to the strategic roadmap to enable the customer care organization to continually meet the expectations and needs of the US market and eventually an expanding and global customer base
  • Create a culture of continuous improvement, consistently focused on providing service that adds value to the customer experience
  • Develop strategies and programs that will leverage resources, experience, organization, and technology to improve customer experiences
  • Develop and manage call center activities, representatives, and metrics.
  • Assist in the coordination of clinical training and product installation activities to support sales
  • Develop reporting and data analysis strategies to provide the appropriate insight into product usage, service needs and process improvement; collaborating with internal business partners to ensure their information requirements are met
  • Provide input to the annual budgets and operating plans
  • Provide inputs to the service team structure
  • Manage S&OP documents and systems list to ensure 100% accuracy
  • Manage the field service/loaner system and warranty program

Education and/or Experience:

  • Appropriate degree or equivalent experience with a minimum of 5 years of experience required.
  • 3 years Call Center Experience and equipment service experience required.
  • Medical device industry experience in a customer service environment required, familiar with medical device regulations 
  • Experience with ERP and CRM business applications (Salesforce)
  • Strong interpersonal, project management and communication skills required.
  • Strong written and verbal communication and presentation skills.
  • Ability to understand and effectively communicate complex clinical and technical data to the audiences of various backgrounds and knowledge levels.
  • Strong computer skills and familiarity with Microsoft Office and other related software.
  • Ability to handle time constrained projects simultaneously.
  • Proven ability to communicate at all levels of the organization
  • Strong analysis and problem-solving skills
  • Strong telecommunications and information technology experience.
  • This is an office-based position with very limited flexibility to be a hybrid or work from home role. Some availability to travel (less than ~10%) may be required, when necessary.

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