Operations Manager, Service & Technical Support

Don’t just work somewhere, join Brasseler and be a valued team member of a world-class health care organization! Our Culture:
Provides a safe and welcoming environment where team members can balance their lives and develop their careers. All people and experiences are valued and respected. Different perspectives are encouraged and lead to better results. This makes us who we are and enables us to be a world-class healthcare organization. All who join us are accountable to this charge. Our Philosophy:
Quality products sold with integrity has been the hallmark of Brasseler USA from the beginning. Brasseler USA’s strong reputation of providing high quality, clinician endorsed and innovative dental and medical instrumentation nationally has spanned over 40 years. We have been offering a full-range of products made in the USA since 1976. Many of our products are manufactured at our headquarters in Savannah, GA.

Explore our career opportunities below to learn more.

This position is responsible for the design and execution of the end-to-end process of the service and support operation from in-house to field activities. This includes supplier relationships, warranty management, customer support and processes that enable optimized customer experience.

The role is responsible for post-sale technical support for the product line: resolution of customer-reported issues in the field, a service center staffed by technicians providing technical phone support and partnering with service and repair team handling warranty and out-of-warranty repairs on site.

This position ensures adherence to all QSR’s.

• Design and direct operational flow from in house to field service.
• Includes leading process improvement initiatives using Lean techniques and tools.
• Manages the service center technical support team providing phone-based troubleshooting to customers and field sales representatives.
• Sets coverage, call handling standards and response time expectations, and maintains troubleshooting guides, FAQs and support training materials Team oversight and development plan for team members ensuring a team focused on metrics driven results and continuous improvement.
• Selects, develops and evaluates staff to ensure efficient operation of repair and service.
• Serves as the escalation point for customer-reported product issues in the field.
• Drives investigation, root cause analysis and corrective action with Engineering, Quality and Manufacturing, and closes the loop with the customer.
• Develops and executes system drives unit traceability from site through to field.
• Develop plans for efficient management of spare parts, ensuring system solutions as per site standardized practices.
• Partners with purchasing for system process design and execution.
• Owns the warranty and RMA process end to end, including return authorization, receipt and evaluation, repair or replace decisions, warranty cost tracking and credit issuance.
• Defines and reports KPIs such as first contact resolution, call volume and abandonment rate, repair turnaround time, repair backlog, warranty cost as a percent of sales and repeat repair rate.
• Uses the data to target product and process improvements.
• Ensures field and service center activity feeds the complaint handling system, that complaints are captured, triaged and escalated for MDR and vigilance reportability decisions per procedure, and that repair records and device history records are maintained.
• Partners with Sales, Marketing and Customer Service on service offerings, service and repair pricing, escalation paths and customer communication for field actions.
• Partnering with financial partner to ensure cost model to support operation and adherence to aligned cost model and budget.
• Ensures…