Service & Support Manager

PixCell develops medical analyzers for live cell diagnostics based on proprietary technology. We are looking for a passionate, reliable, and forward-thinking Service & Support Manager who will be responsible for responding to customer complaints, resolving user problems, offering user training for our device, and developing and maintaining relations with customers and distributors worldwide.

Key Requirements:

The Service & Support Manager's role is to manage the service department and ensure that PixCell provides its customers outstanding technical support. This may involve creating new technical support policies and procedures for staff to adhere to and distributors to follow, training and observing employees, and providing technical assistance to customers with device malfunction or unsatisfied customers. The position requires continuous daily support to our distributors and customers worldwide which includes also training of new distributors and managing PixCell technical team in the USA. The Service and Support Manager will be responsible managing and building the team in Israel and the USA.

The candidate must be highly professional, passionate about his/her work, and a team player.

• B.Sc./Practical Eng. in Mechanical Engineering, Biomedical Engineering, Systems Engineering or similar.

• 2-3 years of experience as a service engineer Manager in a multi-disciplinary systems industry. (medical devices - an advantage)

• 4-5 years of experience in managing an international service department with a team of technicians both in Israel and the USA.

• 4-5 years of experience of managing and providing technical support on an international scale to distributors and customers globaly (working with different time zones)

• Hands-on technical skills, capability to understand and debug multi-disciplinary systems. (mechanics, optics, electronics, and SW)

• Set-up and operation of remote service.

• Major understanding of QA requirements about system traceability, ECO, RMA processes, and document control (according to ISO, FDA, etc.)

• High-level Proficiency in spoken and written English.

• Experience in writing new policies & procedures in English.

• Experience in technical customer training.

• Ability to work under time restraining and pressure to provide fast turnaround resolutions and fixing to technical issues raised from the marker and within the company.

• Ability to work on multiple projects on the same time.

• Well experience in building international service and support department

Direct Manager: CCO