Technical Service Manager

Combining the spirit of achievement with human and social values has always been a priority at SciCan. Add to this our proven track record of innovation, high quality and dependability, and you’ll find a powerful combination that has ensured our growth as a company. We maintain our position as a leader in the health care industry by using a management structure that balances trusting relationships with a creative, dynamic environment.

Being a member of the SciCan family means taking an interest in exploring new paths and using your leadership and strategic planning skills. If you thrive in an exciting, active environment and value quality of life as much as quality of work, we’d like to hear from you. Feel free to send us your resume to [email protected] if you’re interested in pursuing an opportunity with SciCan in the future.

Technical Service Manager

Job Summary

This role oversees all functions within the SciCan Technical Service Department and is accountable for building and maintaining an efficient, productive work environment. The Technical Service Manager is responsible for achieving measurable corporate goals, customer satisfaction targets, and other objectives as assigned.

The Manager is a hands-on troubleshooting resource who ensures efficient department operations, including repair processes, turnaround times, and dealer and end-user satisfaction. The incumbent collaborates closely with cross-functional partners to achieve shared objectives and fosters a customer-service mindset within a team-driven environment.

Core Competencies:

• Strong communication skills
• Quality orientation
• Creative, critical, and innovative thinking
• Time management
• Teamwork and collaboration
• Ethics and integrity
• Adaptability and flexibility
• Mediating and negotiating
• Decision-making and judgment
• Providing consultation
• Planning and organizing
• Leadership
• Problem-solving and mathematical reasoning
• Staff management, coaching, and mentoring
• Results focus
• Development and continuous learning
• Accountability and dependability

Job Duties & Responsibilities:

• Oversee the Technical Service Department and ensure effective management of people, processes, budget, administration, audits, goals, training initiatives, and quality systems.
• Provide leadership, coaching, and mentoring; support career development; and proactively plan resource utilization and capacity to deliver services.
• Prepare, manage, and monitor departmental budgets.
• Develop, implement, and administer training procedures, support policies, and documentation for service processes.
• Create and maintain a knowledge base of known issues and resolutions.
• Partner with Sales and customers to understand market expectations and expand and deliver professional services offerings.
• Collaborate with indirect-reporting team members and third-party partners to deliver services efficiently and on schedule.
• Manage escalated client support issues and coordinate with internal account teams to ensure timely resolution.
• Drive exceptional customer experience by meeting or exceeding service-level objectives (SLOs) and service-level agreements (SLAs), including direct engagement with customers and key accounts.
• Identify and track relevant Repair and Call Center KPIs aligned with our US Technical Service Department.
• Champion execution and continuous improvement of the G4 protocol, with a focus on customer and dealer satisfaction and experience.
• Deliver and oversee training for SciCan service technicians and dealer technicians.
• Maintain training records for SciCan service employees, customers, and dealers, as applicable.
• Coordinate repairs and ensure work is completed in accordance with SciCan policies, manufacturer specifications, and customer requirements, including checklist/protocol adherence.
• Reconcile spare parts reports with the Sr. Customer Service Manager.
• Promote and review the 5S program; support external audit compliance; and maintain safety requirements.
• Monitor and document information required to maintain compliance with ISO 13485, MDSAP, and MDR requirements.
• Collaborate with R&D, PM, and Marketing to deliver Technical Service Bulletins, product service manuals, and digital updates via the Updates web page.
• Collaborate with US Technical Service team to leverage best practices, share knowledge and create synergies.
• Participate in Product Platform meetings and communicate key findings and actions to team members.
• Track, review, and approve biweekly timesheets for payroll processing and submission to HR/Payroll.
• Oversee refurbished equipment allocation and inventory levels.

Educational and Experience Requirements:

• Undergraduate degree in technical and/or engineering discipline is preferred.
• Eight to ten years of progressive management experience, preferably in the medical industry.
• Excellent English communication skills (written and verbal).
• Bilingual English/French is a strong asset.
• Strong presentation skills.
• Proficiency with Microsoft Excel and PowerPoint; experience with SAP or similar systems is an asset.