Sr. NPI Service & Repair Manager

Changing lives. Building Careers.

Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.

The NPI Service & Repair Manager leads efforts and activities for service and repair, working collaboratively and cross-functionally with R&D, manufacturing, field sales, sales support, and quality. This role is responsible for supporting and providing service representation and leadership to NPI development efforts to ensure optimal product serviceability and ease of maintenance of TruDi Navigation Systems. In addition, this Manager will also provide support and input to inform and ensure the serviceability of system hardware and software revisions, product enhancements, including as applicable system instrumentation for existing products.

The NPI Service & Repair Manager will also co-lead in the creation and delivery of service training materials, procedures, protocols, and related service documentation to support all field servicing activities. This role will also serve as subject matter expert (SME) and provides product troubleshooting support and problem diagnosis to field service team and sales teams.

Responsabilities

• Support and provide service representation and leadership in NPI development efforts to ensure optimal product serviceability and ease of maintenance.
• Define and champion service requirements in the design phase of new and existing products and propose design changes to support the serviceability factors in collaboration with cross-functional teams.
• Provide direct input in the definition of service requirements and procedures for the new products.
• Manages and provides applicable service deliverables to R&D projects, including feedback from the field, and supporting preparation of the legal manufacturer from R&D to Service.
• Identify and define future product service capabilities (IOT, remote Service etc.) and servicing processes, in collaboration with other key stakeholders and partners.
• Maintain and report regular updates on HTC progress and service-related issues raised and resolutions, as applicable.
• Work with and serve as a liaison between R&D between Service, field sales, marketing, quality, and other functions as required to understand customer and field product issues for troubleshooting and to drive daily service process efficiencies.
• Support and help coordinate Technical Service bulletin communication to the field.
• Partner with R&D to develop all service-related documentation, existing and NPI training materials in collaboration with other cross-functional teams as required.
• Collaborate with R&D, PD and Mfg. as required to develop and disseminate field service communications, technical bulletins, and company’s UGs as required, including supporting and providing input on applicable ECOs.
• Support in the identification of service and product related issues and in the determination of root cause to improve product serviceability and resolutions. Able to travel internationally to work with and support customers, field sales and service teams.
• Collect and analyze data to suggest design changes to support the serviceability factors.
• Responsible for the timely delivery of all service artifacts required for the release of new & upgraded products.
• Support VoC efforts to inform the definition of the customer experience journey for serviceability.
• Responsible for communicating business related issues or opportunities to the next management level.