Natus

Service Manager (Field & Technical Services) Neuro Diagnostics

Location: Munich (Hybrid)

OVERVIEW

Provides strategic leadership and daily operational supervision to the technical service and field service team activities for all Natus Brain, Sleep and Neuro Pathways Medical product lines for Germany. This role is critical in establishing a customer first and operational excellence mindset based on a foundation of continuous improvement. The leader in this role will be responsible for developing plans to ensure delivery of key customer, safety, operational, quality, P&L, and compliance goals and objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

• Leads a cross functional Technical support team that ensures all Natus customer and employee requests for services are met by providing worldwide technical service support.
• Leads a field engineering technician team that delivers onsite service in support of our customers. Service activities include but are not limited to installation, calibration, planned maintenance, diagnostic and repair.
• Interfaces with the Sales, Customer Service, Technical Support, Commercial Organizations and Operations to coordinate and ensure delivery of products and services is complete, on-time and meeting customer expectations.
• Collaborates closely with the country Sales Manager to align teams, priorities and strategies in-country
• Collaborates closely with the Service Managers in Europe to establish a strong, united Service Management team, with a focus on shared best practices, innovation and support
• Drives an industry leading customer satisfaction approach within the team and through direct ownership and development of customer relationships and issue resolution.
• Establish a culture of customer focus anchored in communication and a high Say/Do ratio
• Delivers upon financial goals including service and commercial sales
• Establishes appropriate goals and objectives for their teams including key performance measures and department deliverables in line with corporate and global service strategies.
• Works cross-functionally to establish harmonized, global processes where appropriate across product lines and develops and delivers a funnel of continual improvement initiatives within the team.
• Ensures that all direct reports and team members are familiar with, trained on and follow all procedures related to their jobs which can affect the quality of products or services provided to our customers and that any changes to procedures are reviewed, approved and validated prior to implementation.
• Establishes standards and procedures for ensuring all customer issues are handled in an expedient and professional manner.
• Maintains all required documentation (e.g. service requests) and databases documenting all interactions according to regulatory and quality guidelines (e.g. FDA).
• Takes on additional projects as required by management.

Travel Required: estimated 25-35%, mostly in-country

Education and/or Experience

• Bachelor’s degree in Business, Life Sciences, or related field; MBA preferred.
• Minimum 7 years of progressive People Management experience, ideally within the medical device or healthcare technology sector.
• Proven ability to work well in dynamic and multicultural growth environments.

We are PASSIONATE about:

Natus Medical, Inc.is recognized by healthcare providers globally as the source for solutions to screen, diagnose and treat disorders of the brain and 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.

Come Join natUS!

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