Sr. Manager, WorldWide Service & Support

 

Integra LifeSciences Corporation is a world leader in developing and marketing high quality surgical instruments, as well as innovative devices and products for use in neurosurgery, reconstructive surgery, general surgery and soft tissue repair. In 2006, Integra grew revenues by more than 50% and surpassed $1 billon in market capitalization. We anticipate our significant growth to continue. In 2005 and 2006 Integra LifeSciences was named to the Forbes 200 Best Small Companies list, and has recently been named 2007 Medical Device Manufacturer of the Year by Medical Device & Diagnostic Industry Magazine.  Our rapidly growing company of over 2500 employees is currently seeking a highly accomplished professional committed to taking us to even higher levels of growth and innovation.  This position can be located at any one of our service centers in the North East. Our corporate facility in located in Plainsboro, NJ.

 

SUMMARY DESCRIPTION

This position will provide technical expertise to the service organization.  This position is responsible for internal and external training and the technical support function on a worldwide basis.  This includes the development and implementation of defined training programs, optimization of KPIs and leading indicators, customer/sales support, repair parts forecasting and inventory allocation, service integration of new products and the development of knowledge base within Oracle and Share Point.  The Senior Manager, Technical Support will work with QA, Service Center Managers, Manufacturing Plant Managers, Logistics, Product, Sales and marketing Managers, aligning service requirements and ensuring most effective Standard Operating procedures are in place.

 SUPERVISION EXERCISED

The Manager will have dotted line responsibility for the Service Managers on technical matters.  The Manager will function as the lead resource for the service organization on all aspects of product development, test specs, parts, acquisition, and service requirements.

 ESSENTIAL DUTIES AND RESPONSIBILITIES

· Provide managerial and technical support and guidance to all Service Center operations.

· Build online knowledge repository of technical support issues and questions to facilitate improved product knowledge and more effective response to inquiries.

· Develops and implements the repair and service Standard Operating Procedures to include planning and process improvements to achieve business objectives in a profitable, timely and professional manner.

· Establishes process to ensure that technical questions and complaints are recorded and resolved accurately and promptly.  Will involve other departments in resolution as appropriate.

· Oversee forecasting, procurement and stocking of parts for the Service Centers and Field Service organization by working with manufacturing plants and service centers to effectively balance repair parts needs, inventory levels and plant production. 

· Interface with manufacturing plants as appropriate on technical and customer requirements

· Advise and assist quality, engineering and product marketing groups as needed to effect design changes to improve equipment efficiency, quality, reliability, and/or reduce cost of manufacturing, maintenance, or operation.

· Participates in the planning of maintenance schedules and service requirements as part of new product development.

· Ensures that customers are able to establish operation, maintenance and inspection procedures and techniques.

· Oversees the design and production of test equipment to support Integra and Distributor service centers.

· Ensures that information received from customers is provided to Integra’s internal departments for continuous quality improvement of products and customer satisfaction. 

· Develops process flows and procedures to ensure best practices and provides training to service organization.

· Designs, prepares and conducts repair training programs for Integra Service Engineers, Customer Services, and Customers/Distributors.

· Establish training levels that meet company objectives.

· Work with Manufacturing and Marketing to establish process for repair parts requirements for all Integra devices.

· Determines budget, allocates resources and develops policies and procedures for repair parts.· Support Integra field service engineers on required activities including on-site installation, repair and input on modification of company products.

· May prepare reports, and provide analyses and recommendations on competitor and overall market issues.

· Keeps abreast of trends and significant events that might affect sales opportunities and/or existing customer satisfaction.

· Contributes to the overall growth of the company through the exploration of potential products and services by keeping abreast of current technologies and market trends.

· Performs other related duties as assigned.

 DESIRED MINIMUM QUALIFICATIONS· EducationElectrical Engineering Degree preferred.  BA or BS in Business, Technical, Life Sciences or related discipline required, or equivalent work experience. 

· Experience

Minimum of 7 to 10 years experience in biomedical engineering, of which 5 years are in a management role preferably in the medical device service industry.ADDITIONAL REQUIREMENTS

This position requires exceptional customer service orientation, troubleshooting and problem resolution. Must have strong analytical ability.  Provides effective project oversight and provides open, clear communications channels across Integra’s organization. Demonstrates competency to lead others; ability to build relationships; collaborate effectively, influence across multiple levels and functions. We require outstanding interpersonal, oral, written communication skills in English, multilingual is a plus.  Requires up to 50% travel. 

 

We are committed to creating an environment where all employees are valued and respected.  We offer a competitive benefits package including 401(K) savings plan with match, medical, vision, dental, life insurance, tuition reimbursement, on-site employee gym and employee stock purchase plan. 

Interested applicants should send a resume AND salary requirements to:integrastaffingBK@integra-ls.com.

 

 

To find out more about our company, visit our website at: http://www.integra-ls.com

 

No Agencies.  LOCAL CANDIDATES ONLY PLEASE.  EOE, M/F, D/V