Technical Service Manager

Technical Service Manager Johannesburg

Life Unlimited.

At Smith+Nephew, we design and manufacture technology that takes the limits off living.

We believe that through innovation, development and supporting our customers and patients we can help others achieve a Life Unlimited! Our products are in 100 countries globally, and supporting this takes a huge effort.

What will you be doing?

The role forms part of the Global Service Organisation and will report into the Regional Service Director EMEA with a dotted line to the South African Managing Director. The incumbent will be responsible for ensuring the effective management and control of the technical service centre in South Africa and the Remote/Field support technical teams for Robotics and Sports Medicine to enable Smith & Nephew to provide on-going after technical service and establish long term relationships with customers alongside our equipment.

What will you need to be successful?

• Experience in leading Scope and Power technical personnel ensuring consistency in service delivery.
• Leading consistent quality repairs on instruments within a specific turn-around time.
• Following all company standard operating procedures and leading a service center which is compliant to local requirements and international standards such as ISO 13485, FDA and GxP
• Experience in identifying, developing, and reporting monthly Key Performance Indicators related to meeting customer expectations, technician productivity, revenue growth and other identified Key Performance Indicators to support operational execution.
• Budget management experience.
• Leading Field and Level 2 or 3 technical support teams for supporting Robotics, SPM, AWM and Trauma franchises
• Collaboration with Global Service team to develop tiered Service offerings and develop go-to-market plans for new OEMs to be added via Service channels.

Successful candidates would need the following:

• Masters degree in biomedical engineering or similar
• Valid drivers License
• Requires 4 years experience with manufacturing or repairing of medical devices.
• 4 years of supervisory experience preferred.
• Proven ability to apply data for effective decision making.
• Good knowledge of ISO13485 and FDA requirements as well as GxP knowledge and experience
• Strong communication and consensus-building skills
• Experienced working in a Matrix Organization
• Proven ability to inspire change and establish new processes & procedures.

You. Unlimited.

165 years of pioneering innovation requires a relentless focus on whats next. We are focused on you. You are what is next...

• Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/)
• Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities!
• Your Wellbeing: Medical Aid and an Employee Wellness Programme and much more.
• Flexibility: Hybrid Working Model (For most professional roles).
• Training: Hands-On, Team-Customised, Mentorship.

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