Service Manager

Job Description: Service Manager – Medical Devices

Position: Service Manager

Location: Netanya – Poleg Industrial Park

Employment Type: Full-Time

Travel Requirements: Occasional international travel required

About the Company:

Novoxel Ltd., a global medical device company established in 2011 and headquartered in Netanya, Israel, is experiencing rapid growth following FDA clearance of its cosmetic and ophthalmologic indications. With operations in the USA, Germany, and Japan, Novoxel specializes in innovative skin treatments and dry eye disease (DED) technologies.

At the forefront of scientific and clinical innovation, Novoxel holds multiple patents across the USA, EU, UK, Japan, Israel, Korea, and China. Its flagship Tixel product line features proprietary Thermo-Mechanical Action (TMA®) technology, offering outstanding clinical results through non-invasive treatments. Novoxel remains committed to enhancing patient outcomes with high-quality products and exceptional customer care.

.

We seek an experienced and motivated Service Manager to join our engineering team and lead the technical support and service operations. This is a critical role focused on ensuring optimal device performance, customer satisfaction, and compliance with international standards.

Key Responsibilities:

1. Service Operations Management

• Manage all aspects of the service department, including local and international operations.
• Develop and enforce service policies, procedures, and standards to maintain consistent quality and regulatory compliance.
• Monitor key performance indicators (KPIs), including response times, equipment uptime, and customer satisfaction, to ensure excellence in service delivery.

2. Customer Support

• Act as the primary escalation point for technical issues, fostering strong client relationships.
• Ensure timely resolution of service requests, minimizing downtime for healthcare providers.
• Provide support for the registration and ongoing remote maintenance of all cloud-supported systems.
• Collaborate with sales and marketing team to address customer feedback and enhance service quality.

3. Team Leadership and Development

• Set up and oversee local service centers across various countries.
• Managing refurbishments, and loaner programs.
• Train and mentor service technicians in various regions to maintain high-quality support.
• Conduct performance evaluations, and define goals.

4. Technical Expertise

• Lead root cause investigations and drive process improvements for existing products.
• Stay updated on advancements in company technologies and medical device industry trends.
• Collaborate with the quality and clinical teams to address recurring issues, and customer complaints and enhance product reliability.

5. Compliance and Documentation

• Ensure all service activities align with the relevant regulatory standards (e.g., FDA, ISO 13485, MDR).
• Maintain detailed records of service activities, including maintenance logs, repair reports, and warranty claims.
• Prepare reports on service performance and customer insights for senior management.

Qualifications and Skills

Education:

• Bachelor’s degree in Mechanical Engineering or a related field.

Experience:

• Minimum 5 years of experience in a service management role within the medical devices or healthcare technology sector.
• Proven success in managing teams and implementing customer-focused service processes.

Technical Skills:

• In-depth knowledge of medical device maintenance and repair processes.
• Familiarity with regulatory standards, such as FDA, ISO 13485, and MDR.
• Strong technical understanding of manufacturing and quality control processes.
• Requires practical expertise and knowledge in performing repairs, including electronics and mechanics.
• Fluency in English (written and spoken).

Soft Skills:

• Exceptional leadership and interpersonal abilities.
• Strong problem-solving and decision-making skills.
• Excellent organizational and communication skills.

How to Apply:

Send your resume and cover letter to [email protected] - Please include "Service Manager Application" in the subject line.