Tier 3 Technical Service Manager

Reporting: The Tier 3 Technical Service Manager will report to the VP Global Support

The primary goal of the position is to lead HQ Tier 3 service organization and establish oversight and leadership while consistently achieving high benchmarks of customer satisfaction, the Tier 3 Technical Service Manager will be responsible for Tier 3 escalation, investigation, documentation and knowledgebase together with R&D and will provide the guidance, documentation, support and knowledge to the field when needed.

The person in this role will sit on the Global Services Leadership Team and will be required to work collaboratively across the organization to drive focus and best in class execution for all aspects of the services business in his region, including:

Oversee and actively lead investigations and create the infrastructure to provide knowledge to the field service engineer.
Foster leadership development within the WW field service team to build a world class service organization that supports sales efforts and targets.
Engage with both internal and external customers, manage and resolve challenging customer situations.
In partnership with insightec teams, achieve best in class service organization.

Responsibilities:

Manage Global Support escalation plan and 3rd Tier specialists which support WW service complaints & Service Cases, represent the service in CHU meeting, manage onsite escalated technical service issues.
Manage all documentation and knowledgebase to support the install base and the WW field service engineer.
Manage the day-to-day activity for Israel install base activities including Installations, PM's, System Repairs, Sites Planning & FMI's, managing assets (Manpower, distributors, and subcontractors).
Implement "Design for Service" strategy for NPIs including review and approve technical procedures related to service tasks, CCB /ECR/DR's - Act as contact person between the service organization and Engineering team (R&D) for technical issues, follow up, improvements requests and validation of procedures.
Improve infrastructure & service tools including ERP/SF service manuals, R&D tools, processes and knowledge base to achieve better technical performance.
Responsible for global training, build & execute training programs for different levels of FE qualification/certifications per activities, evaluate the actual performance and progress of field engineers to update general and personal training programs.
Lead and responsible for DEKRA/FDA audits.
Work closely with HQ teams including but not limited to QA, R&D, Operation to meet company and department objectives & KPI

Skills and Experience:

Previous experience in a managerial role, managing people and processes.
Experience from global companies
10+ years' experience in service departments.
Technical understanding of MRI systems- preferred
Proven Leadership skills
Strong communication skills
Strong technical skills
Traveling requirements – 20%

Let us introduce ourselves

Insightec is a growing medical technology company transforming patient lives through innovative incisionless surgery. Based on two decades of clinical experience and research and development, the company's Exablate® Neuro platform focuses sound waves, guided by MRI, to provide tremor relief to patients with Essential Tremor and Tremor-dominant Parkinson's Disease.
Research for future applications in the neuroscience space is underway in partnership with leading academic and medical institutions.

We are a global team united by a common vision to transform healthcare by making focused ultrasound a standard of care for patients. Our culture is built on Our Values of integrity, team, quality, innovation and patient care. We challenge and empower our people to be great at what they do and leverage our different ideas, skills, interests and cultural backgrounds to succeed.

After a recent investment round, Insightec is valued at more than $1B, bringing it to unicorn status. We are over 350 strong in Haifa and K. Ono in Israel, Miami, Dallas, Shanghai and Tokyo.

Do the most meaningful work of your career by joining us in our mission to make the impossible possible.

Insightec is an equal opportunity employer and is committed to a safe work environment free from discrimination, where employees are treated with dignity and respect. Insightec does not discriminate against any employee or applicant on the basis of race, color, religion, national or ethnic origin, sexual orientation, gender identity or expression, age, disability or other characteristics protected by law. We adhere to these principles in all aspects of employment including hiring.