Manager, Global Technical Service Administration

Manager, Global Technical Service Administration

Fully Remote Position (Ontario, Canada)

Overview

We’re looking for a strategic, people-focused, and systems-savvy leader to join our team as the Manager, Global Technical Service Administration. In this role, you’ll lead the global standardization and continuous improvement of our Technical Service Admin operations. From managing key service processes like billing and RMA recovery to launching cross-regional initiatives, you’ll drive efficiency, alignment, and service excellence across North America, EMEA, and APAC.

Key Responsibilities

Global Strategy & Program Leadership

• Lead the global expansion, alignment, and ongoing optimization of Technical Service Admin functions.

• Develop and enforce standardized SOPs, workflows, and compliance procedures across all regions.

• Serve as the global lead for implementation readiness and TS Admin support worldwide.

Process Improvement & Systems Oversight

• Identify and execute improvements in asset tracking, RMA recovery, service billing, and administrative automation.

• Act as the business lead for CRM/ERP enhancements (Salesforce, Oracle, etc.).

• Partner with Legal, QA, and cross-functional teams to enforce policies supporting accountability and revenue recovery.

Team Leadership & Operational Support

• Manage and mentor global admin teams to promote engagement, collaboration, and compliance with quality procedures.

• Provide escalation support to internal teams and customers to ensure minimal disruption and maximum satisfaction.

• Maintain departmental schedules and workflows.

Operational Responsibilities:

You’ll oversee and support a wide range of daily operations, including:

• Biomedical Training coordination

• TS Order processing across US, Canada, and global regions

• Open TS order management and asset tracking

• RMA process management, reporting, and continuous improvement

• TS billing and revenue reporting

• Customer install asset management

• Inbox and escalation management

• Equipment receiving and service request support in collaboration with Operations

• Investigation and resolution of problematic RMAs

• Execution of customer credits for service-related invoice issues

• Evaluation and adoption of tools to improve team productivity

Qualifications

Education & Experience

• Bachelor’s degree or College Diploma, or an equivalent combination of education and experience

• 2–4 years of related experience, preferably in a technical service or customer service admin role

• Previous people management experience required

Technical Skills

• Proficient in Microsoft Office, especially Excel and Word

• Strong knowledge of ERP/CRM systems (Salesforce, Oracle, EBS a plus)

• Lean or Six Sigma certification (Yellow or Green Belt preferred)

Core Competencies

• Skilled in driving global initiatives and aligning cross-functional stakeholders

• Effective communicator with strong problem-solving and organizational skills

• Capable of working under pressure and meeting deadlines

• Familiar with the operational responsibilities of technical and field service, sales/marketing, and manufacturing teams

Supervisory Responsibilities

You’ll oversee global team members, including hiring, training, performance reviews, coaching, and issue resolution — all aligned with company policies and legal standards.

Travel

Minimal travel required.

Compensation and Benefits:  Along with a competitive salary and bonus structure, we offer a comprehensive benefit package to start day 1: Health benefits, retirement savings plan, statutory holidays, 3 weeks’ vacation, 7 sick days, tuition reimbursement up to $5K annually (eligible after your first year), and more!

Natus Medical Incorporated is recognized by healthcare providers globally as the source for solutions to screen, diagnose and treat disorders of the brain, neural pathways.  Our vision is to deliver innovative and trusted solutions to advance the standard of care and improve patient outcomes and quality of life. Natus products are used in hospitals, clinics and laboratories worldwide.

EEO Statement:  Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Accessibility: Natus is committed to creating an inclusive environment that accommodates all individuals, including those with disabilities. We support the goals of the Accessibility for Ontarians with Disabilities Acts (AODA) and have established policies, procedures and practices which adhere to the accessibility standards set out in the AODA. Should you require any accommodation throughout the recruitment process please do not hesitate to contact our Human Resources Department.

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