Service and Facilities Manager

POSITION SUMMARY

The Service and Facilities Manager will lead the design, build-out, and ongoing management of a centralized Service & Repair Center supporting all company hardware platforms as well as owning the management of related facilities. This role is responsible for ensuring the reliability, compliance, and lifecycle management of mission‑critical medical devices used in organ preservation and transport. Additionally, this role serves as the primary point of contact for all facilities related initiatives.

The ideal candidate combines strong operational leadership, technical service expertise, and process excellence to deliver high‑quality, compliant, and efficient repair operations in a regulated healthcare environment.

Service and Repair Technician Team

• Lead the establishment of a centralized repair and service operation, including facility layout, equipment selection, and workflow design
• Develop scalable processes for inspection, troubleshooting, repair, refurbishment, and testing of all hardware platforms
• Implement best practices in lean operations, turnaround time reduction, and cost efficiency
• Define repair vs. replace strategies aligned with business needs

• Oversee day‑to‑day operations of the service and repair center, ensuring high performance, quality, and on‑time delivery
• Establish and manage KPIs (e.g., turnaround time, first‑time fix rate, service cost per unit, uptime/reliability)
• Manage inventory of spare parts, tools, and repair materials to ensure availability and cost control
• Develop and maintain standard operating procedures (SOPs) and work instructions
• Support the business through the effective management of the ORS facilities, to include (but not limited to):
  • EHS Ownership and reporting
  • Capital expenditure budgeting and management
  • Asset management
  • Space utilization

• Hire, train, and lead a team of service technicians, engineers, and support staff
• Build a high‑performance culture focused on accountability, quality, and continuous improvement
• Provide coaching, development, and performance management
• Ensure appropriate staffing levels and technical capabilities to support business growth

• Ensure all repair activities comply with applicable regulatory requirements (e.g., FDA, ISO 13485, GMP)
• Partner with Quality and Regulatory teams to maintain documentation, traceability, and audit readiness
• Implement corrective and preventive actions (CAPA) related to service and repair trends
• Drive root cause analysis and feedback loops into engineering and product development

• Partner with Engineering to improve product serviceability and reliability
• Collaborate with Supply Chain to ensure parts availability and supplier quality
• Work with Client Services to optimize service delivery and customer satisfaction
• Provide data‑driven insights to leadership on product performance and lifecycle costs

• Implement and manage service management systems (EAM, CMMS, or equivalent)
• Utilize data analytics to identify trends, improve repair efficiency, and reduce failure rates
• Drive continuous improvement initiatives using Lean, Six Sigma, or similar methodologies
• Support new product introductions with service readiness plans

• Establishment/Reduction in repair turnaround time
• Improvement in first‑time fix rate
• Increased equipment uptime and reliability
• Cost optimization of repair operations
• Audit readiness and compliance performance
• Employee engagement and team capability growth

• College degree in Engineering, Operations, or related field (Bachelor’s)
• Master’s degree preferred

• 7–10+ years of experience in service operations, repair management, or manufacturing operations
• Prior experience establishing a new repair and service team is preferred
• 3–5+ years of leadership experience managing technical teams
• Experience in regulated industries is required; specifically medical devices or life sciences
• Strong knowledge of quality systems (e.g., ISO 13485, FDA QSR)
• Microsoft Excel competence at a proficient level

• Operational excellence and process design
• Technical troubleshooting and problem‑solving
• Leadership and team development
• Quality and compliance mindset
• Data‑driven decision‑making
• Strong communication and cross‑functional collaboration

Strength/Bend/Lift: 50 lbs

Sit/Stand percentages: 90%/10%

Manual Dexterity:
Ability to assemble/disassemble and troubleshoot products

Work Environment:
Normal office environment

10% including occasional overnight travel

40 hours per week