Assistant Service Manager, CSSD

Summary

Are you a technical professional with a passion for leadership and customer satisfaction? We’re looking for an Assistant Service Manager to lead our field service operations in the technical support, maintenance, and repair services for capital equipment in hospitals, both directly and through distributor partners. This role involves diagnosing and troubleshooting equipment issues, installing and configuring new systems, and offering continuous training and support to medical staff.

In this pivotal role, you will hire, organize, train and supervise field service team and manage the entire service operation including assignments, personnel and standards of performance and work output to satisfy customer’s service needs.

What You Will Do

• Manage the CSSD Reprocessing and Procedural Surgical field service team members and service team profit and loss.
• Provide technical support to customers, answer customer inquiries, and educate customers on proper use and maintenance of the equipment.
• Maintain communications with customers as directed, to ensure resolution and proper follow-up, leading to strong customer relations and ongoing customer satisfaction.
• Troubleshoot and repair equipment, install new systems, and provide preventive maintenance services. As a backup to the field service team.
• Explore additional revenue generation ideas for the service organization
• Cooperate closely with the service administrator to understand service contracts, PM schedules, service parts and inventory
• Collaborate closely with commercial teams to identify and seize potential opportunities for capital purchases.
• Collaborate with project/install engineer to design capital equipment floor plans with customers for a new business project.
• Collect capital install base, competitor information and market trends.

The Experience, Skills and Abilities Needed

• Bachelor’s Degree in Engineering or related technical field.
• Proven experience in repairing medical, laboratory or healthcare equipment in hospital environments.
• Leadership skills with experience managing field service teams.
• Excellent problem-solving abilities and a customer-first mindset.
• Ability to work cross-functionally with technical and commercial teams.

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