Medical Device Service & Repair Manager

Technical Service Operations Manager

Stem Wave | Full-time, On-site | $90,000 – $125,000 depending on experience

Stem Wave is scaling from one product line to three over the next 18 months. We’re hiring a Technical Service Manager to own the repair and service function end to end — starting hands‑on at the bench, then building the processes, documentation, and team needed to service a growing installed base across multiple device platforms.

This is a player‑coach role. Your first months will be spent learning to repair our devices yourself, working directly with the team, because we believe you can’t lead a repair operation you don’t understand at the bench level. From there, you’ll design and build the service organization: workflows, parts management, documentation, and the team itself.

• Become a hands‑on expert in the repair of our current shockwave device, then both of our next-generation platforms launching next year
• Design and document the end‑to‑end service process: intake, diagnosis, RMA flow, depot repair, turnaround targets, and quality checks
• Partner with our Philippines-based support team to define what gets diagnosed and resolved remotely versus what comes in for repair
• Build troubleshooting trees, repair procedures, and training materials so repair knowledge is documented and scalable — not tribal
• Hire, train, and lead repair technicians as volume grows across product lines
• Own spare parts forecasting and inventory for the service operation
• Ensure service records, complaint handling, and repair documentation meet our quality system requirements (ISO 13485)
• Report on service metrics: turnaround time, repair volume, failure trends, cost per repair — and feed failure data back to engineering

• 5+ years hands‑on experience as a technician repairing electronic or electromechanical devices — medical device, BMET, or field service engineering background strongly preferred
• 3+ years managing a service, repair, or technical team — hiring, performance management, and day‑to‑day leadership. This is a firm requirement; we need someone who already knows how to manage people
• Strong documentation instincts — you write the procedure as you learn the repair
• Experience writing technical documentation in a regulated environment — service procedures, work instructions, SOPs — and participating in CAPA and nonconformance processes
• Working knowledge of ISO 13485 quality system requirements as they apply to service and repair
• Systems thinker: you see a pile of repairs and want to build the workflow, not just clear the queue
• Low ego, high ownership — willing to be on the bench before you’re in the org chart
• Experience working in or helping build out ERP processes — Net Suite strongly preferred — including service/repair workflows, parts inventory, and RMA management

• Experience standing up or scaling a service/depot operation
• Experience coordinating with remote or offshore support teams
• Familiarity with capacitor discharge, high-voltage, or ultrasound/shockwave systems
• Familiarity with 5S and lean/Six Sigma methodologies — certification a plus