Customer/Technical Service Manager

COMPANY SUMMARY
Our company is widely recognized as a pioneer and market leader in the design, development, and commercialization of human exoskeletons. Our innovative robotic products help improve the lives of people every day - from individuals recovering from a stroke or brain injury to those living with a spinal cord injury or multiple sclerosis.
We lead in the industry of exoskeleton for neurological rehabilitation, helping thousands of patients take hundreds of millions of steps inspiring an entirely new way of treating patients. We develop, manufacture, and sell advanced wearable robotics that provide mobility assistance at rehabilitation centers and in home to individuals living with a spinal cord injury or other mobile challenges. 
We look to add exceptional people to our team who are passionate about exoskeletons, robotics, and data who want to make and support products that make a difference to people in their everyday lives.
Our company is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
POSITION SUMMARY:
Our company is looking to hire a Customer/Technical Service Manager to lead our national and global team supporting customers. This is a key role in the company with the ideal candidate bringing experience in managing both customer and technical service activities for complex products. In alignment with our company’s mission, the ideal candidate will bring a passion for building and supporting great products and experiences - the primary purpose of which is to improve the lives of patients, surrounding families, and the clinicians who care for them.
This Customer/Technical Service Manager will be responsible for managing all aspects of the customer experience. This includes handling all in-bound customer queries, managing warranty obligations and customer repairs, and creating customer orders. Our customers range from health care facilities using our robotic medical devices to individual users of our personal exoskeleton.  As a medical device manufacturer, we set a high standard for the care and support we deliver to our customers, and the attitude and approach of the ideal candidate will reflect that quality standard.
Given our global footprint, this position will manage a widely dispersed team consisting of internal resources in the U.S. and Europe, and distributors and service providers within and outside of the U.S. To manage such a diverse team while maintaining our high standard, the ideal candidate will have a strong orientation toward process, including a demonstrated track record of developing, documenting, and enforcing standard procedures.
While this is a management position, the Customer/Technical Service Manager will be a hands-on role that should expect to provide significant direct support for customers, including escalation of critical cases and coverage while other team members may not be available.
As a lean organization, the Customer/Technical Service Manager is highly visibility and will work closely with the executive team on a regular basis.  In addition to leading Customer Service success and progress, this position will contribute to the overall management team and provide input on critical strategic initiatives.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:  
•    Directly manage internal Customer/Technical Service team to deliver best-in-class customer experience.
•    Support, define, and implement procedures for handling clinical support and technical support, customer orders, and plans and objectives for technical service repairs, reporting, and training.
•    Establish and maintain performance of third-party providers delivering service and support to our customers.
•    Promptly and directly manage critical customer issues in cases of escalation.
•    Create and distribute support-related customer communications, including customer notices and technical service bulletins.
•    Ensure that customer support documentation, including service parts lists and manuals, are accurate updated.
•    Take ownership of warranty, extended warranty, and spare parts offers, including pricing and profitability.
•    Manage fleet of loaner device used to minimize customer downtime.
•    Ensure the quality, accuracy, and completeness of repairs and service reports.
•    Support Ekso’s complaint process, including providing relevant information for completing investigations.
•    Collaborate with the product development team in new and sustaining product initiatives.
•    Effectively communicate with and travel to service providers worldwide.
•    Recruit, hire, and train team members and service providers as needed.
•    Develop and manage relevant department budgets as part of the Annual Operating Plan. 

POSITION SKILLS / REQUIREMENTS: 
•    Bachelor’s Degree in a technical field or equivalent experience.  Advanced degree preferred.
•    8 years’ experience in Customer and Technical Service supporting complex electromechanical products, preferably with the medical device field.
•    5 years of experience at the managerial level, directly managing a technical customer service team.
•    Demonstrated track record of successfully providing customer and/or technical service.
•    Experience developing and working with SOPs and detailed work instructions.
•    Experience identifying, working with, and managing external service providers.
•    Willingness to delegate or be “hands-on” as dictated by the situation.
•    Ability to communicate effectively across all levels of the organization as well as with suppliers and customers.
•    Comfortable presenting to, working with, and influencing Executive Management team.
•    Works effectively under pressure in a fast-paced, time-sensitive environment with shifting priorities and multiple deadlines.
•    Data drive problem solving skills using analytical tools (Excel, Python, etc.) as appropriate. 
•    Ability to hire and manage quality team members, including outside developers.
•    Attention to detail and excellent organizational skills.
•    Strong team player who can incorporate input from others and can generate consensus through inclusion.
•    Ability to travel up to 15% of the year, both in the US and internationally.
•    Must be able to wear and operate company’s suite of robotic medical device products safely.
•    Ability to lift 25 pounds at a given time.