Manager - Product Services

Job Description

<h3>Job Description</h3><p>Job Description<p><b>Job Title: Manager - Product Services</b><br /><b>Location:</b> Richmond Hill, Ontario, Canada<br /><b>Company:</b> Amico Group of Companies<br><br><b>About Us:</b><br />Amico are a leading manufacturer of medical equipment, dedicated to delivering innovative solutions that enhance patient care. We specialize in designing and manufacturing custom OEM products for healthcare environments, ensuring top-tier functionality, safety, and compliance.<br><br><b>Position Overview:</b><br />We are seeking a hands-on Manager to lead and built our product service support and installation service operations. This role involves managing technical inquiries, installation support, and product services across Amico<b> </b>product lines. The candidate will bring strong leadership, problem-solving skills, and technical expertise in custom OEM products to ensure seamless support for our customers. This position requires 10-15% travel to U.S., and the candidate must be available for on-call<b> </b>support outside of standard working hours as needed.<br><br><b>Key Responsibilities:</b><br /><b>Product Service Management:</b><ul><li>Lead and grow the product service team, ensuring high-quality response for customer installations and troubleshooting.</li><li>Oversee all aspects of customer technical support, ensuring timely resolution of inquiries and escalations.</li><li>Establish and manage KPIs for response times, resolution rates, and customer satisfaction.</li><li>Develop and maintain technical documentation, SOPs, and service best practices to improve efficiency and consistency.</li><li>Act as a primary escalation point for critical service issues, driving quick and effective resolutions.</li></ul><b>Installation & Project Management:</b><ul><li>Oversee the technical aspects of product installations, ensuring compliance with specifications and regulatory requirements.</li><li>Provide hands-on support for complex installation challenges and integration of custom OEM products.</li><li>Work closely with cross-functional teams (Engineering, R&D, Sales, QA, Manufacturing<b>)</b> to address customer-specific technical challenges.</li><li>Define and improve installation best practices and documentation to ensure long-term success.</li></ul><p><b>Service Revenue & Cost Optimization:</b></p><ul><li>Develop service revenue models, including structured service agreements, warranties,<b> </b>and support plans.</li><li>Monitor service-related expenses and implement cost-reduction strategies without compromising service quality.</li><li>Develop and track financial KPIs, such as service revenue vs. cost, warranty vs. non-warranty repairs, and service charge waivers.</li><li>Explore new revenue opportunities in service partnerships and aftermarket solutions.</li></ul><b>Service Network Expansion & Strategic Growth:</b><ul><li>Develop and manage new service partners in key regions to improve response times and service availability.</li><li>Build a scalable support infrastructure, preparing the department for future business growth.</li><li>Ensure seamless service integration for new products and custom OEM solutions.</li><li>Implement customer training programs to reduce service calls and improve self-sufficiency.</li></ul><b>On-Call & Travel Requirements:</b><ul><li>Be available for on-call support for urgent technical issues outside standard working hours.</li><li>Travel to U.S. sites for customer visits and hands-on technical support.</li></ul><b>Qualifications:</b><br /><b>Education & Experience:</b><ul><li>Bachelor’s degree in Engineering, Technical Management, or equivalent.</li><li>5 - 10 years of hands-on experience in technical support, field service, or project management roles.</li><li>Strong background in custom OEM products and experience supporting customer specific technical solutions.</li><li>Previous experience working in medical devices, industrial equipment, or highly<b> </b>regulated industries preferred.</li></ul><b>Technical & Leadership Skills:</b><ul><li>Hands-on problem-solving approach with strong troubleshooting skills for technical issues.</li><li>Demonstrated ability to lead and grow a technical service team.</li><li>Expertise in developing technical service processes, SOPs, and training programs.</li><li>Strong verbal and written communication skills, with the ability to explain complex technical information to non-technical stakeholders.</li><li>Ability to work in high-pressure environments, balancing customer demands with internal priorities.</li><li>Experience with Lean, Six Sigma, and process optimization techniques is a plus.</li></ul><b>Why Join Amico?</b><ul><li>Opportunity to build and scale a critical technical support and installation department.</li><li>Exposure to cutting-edge medical technologies and custom OEM solutions.</li><li>Work in a fast-paced, collaborative environment with a company dedicated to innovation.</li><li>Competitive salary, benefits, and professional growth opportunities.</li></ul>For more information, please visit us at www.amico.com<br><br>Salary Range: $80,000 - $90,000<br />*Salary will be determined based on candidate&#39;s experience, skills and qualifications.<br />*Only selected candidates will be contacted.<br />*This is a current, real vacancy that needs to be filled as soon as possible.<br><br>#AMICOACS</p></p>