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Manager, Service Delivery Team

Kennewick, Washington

Position Summary:
The Manager, Service Delivery Team is responsible for leading Cadwell’s Service Delivery Team to consistently deliver regulatory compliant, high-quality, hardware repairs, and firmware and software updates without further escalation. Specifically, this role is responsible for working within Cadwell’s Service Leadership team to empower, equip, and ensure the operational efficiency of each Service Delivery team member. Customer Satisfaction scores and first-time-fix metrics are key success indicators in this role.
 
Key Job Duties and Responsibilities:
  • Proactively work with Cadwell's product managers and hardware engineers to ensure your team understands and is prepared to support and maintain new Cadwell hardware and software as it is released.
  • Develop and implement strategies to improve, overall customer satisfaction, first-time fix rates, and Service Delivery Team efficiency.
  • Agree, establish, and track Key Performance Indicators for Service Delivery (together with the Director, Global Service) to jointly identify and pursue continuous improvement opportunities.
  • Oversee daily operations of the Service Delivery Team, ensuring timely fulfillment of customer repair and upgrade needs, in accordance with customer’s entitlement. Typical requirements being to:
    • Schedule and Complete required hardware repairs and firmware updates.
    • Schedule and Complete required software updates (remotely).
  • Serve as an escalation point for Service Delivery issues of any nature to help ensure rapid and effective resolution.
  • Establish and maintain a portfolio of essential Service Delivery Policies, Procedures and Protocols standardizing best-practices as they continue to evolve.
  • Leverage above Policy, Procedure and Protocol portfolio to ‘standardize’ International and 3rd party Service Delivery.   
  • Work proactively with Service Leadership Team peers to provide feedback on product performance and to help drive design improvements.
  • Represent Cadwell’s Service Delivery Team at all Service Leadership Team Meetings, collaborating with colleagues to maximize Service Support Team efficiency.
  • Negotiate and manage the Service Delivery Team’s annual expense budget to align with, and fully realize, company’s financial goals.
  • Other stuff as directed, assigned, requested or begged!
 
Qualifications:
 
Job Knowledge / Requirements:
  • Exemplary listening, communication and collaboration skills, with an established ability to work cross-functionally.
  • Excellent problem-solving and decision-making skills, with a focus on customer satisfaction and efficiency.
  • Strong leadership and people management skills, with experience leading both onsite and remote service teams.
  • Expertise in Service troubleshooting, root-cause identification, corrective and preventive process improvement. (For both domestic and international service operations.)
  • Ability to travel as needed.
 
Education / Experience:
  • Bachelor’s degree in Engineering, Business, or a related technical field; equivalent experience will be considered.
  • Approximately 5+ years of experience in service management, including technical support, field service, and repair operations.
  • Experience managing service teams in a regulated environment (ISO, FDA, MDR, etc.) is required.
  • Previous experience with service management software, CRM systems, and analytics tools is required.
  • Background in medical devices, healthcare technology, or complex equipment servicing is preferred.

Salary Range

$113,400 - $133,800 USD

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