Manager, Technical Service Operations

Job Details:
Manager, Technical Service Operations

Full details of the job.

Job Requisition Name

Job Requisition Name Manager, Technical Service Operations

Job Requisition No

Job Requisition No VN8367

Work Location Name

Work Location Name USA - Irvine

Worker Basis

Worker Basis Full Time

Worker Type

Worker Type Employee

Applications Close Date

Applications Close Date Feb 27, 2026

Purpose

This individual must be highly organized, process-driven, and comfortable operating in a fast-paced, global environment.

Key Responsibilities

Lead, mentor, and develop a team of Technical Service Coordinators in the U.S. and Europe.

Manage daily operational workflow including service scheduling, distributor support requests, work order management, demo/workshop equipment allocation, and logistics coordination.

Ensure consistent adoption and execution of global service processes, documentation standards, and KPIs.

Oversee end-to-end support for BVI’s installed base of medical capital equipment worldwide.

Serve as a central operational link for BVI distributors globally—supporting their service needs, coordinating demo and loaner units, and ensuring clarity around processes, parts, and service expectations.

Support distributor onboarding and training by ensuring systems, documentation, and processes are ready and well communicated.

Coordinate demo pool, workshop equipment, loaners, and evaluation units across regions.

Support global readiness for product launches, upgrades, and field actions including distributor alignment.

Partner with Sales and Customer Operations to ensure seamless service delivery and excellent customer experience.

Work closely with Supply Chain on parts availability, logistics, inventory, and asset management across both direct and distributor markets.

Collaborate with Quality, Regulatory, and R&D to support investigations, documentation needs, and continuous improvement.

Maintain strong communication channels with distributors and internal stakeholders to address service issues, escalations, and planning needs.

Maintain and improve global processes related to service coordination, distributor support, scheduling, work orders, and tracking of service metrics.

Drive adoption and optimization of CRM/ERP tools (e.g., Salesforce, service platforms).

Identify operational gaps impacting direct and distributor markets and implement scalable solutions to improve efficiency, response times, and overall service quality.

Establish, track, and report on key performance indicators (KPIs) such as service turnaround times, installed base data quality, parts usage, distributor service performance, and scheduling efficiency.

Provide regular operational insights and dashboards to the Global Head of Technical Service and cross-functional leadership.

Qualification

Bachelor’s degree or equivalent experience.

5+ years experience in technical service, operations, customer service, or related roles; at least 2 years in a supervisory or team lead capacity.

Experience supporting capital equipment in a regulated industry (medical device strongly preferred).

Experience working with or supporting distributors in an international environment.

Proven ability to manage global workflows and coordinate across time zones.

Strong process-orientation with demonstrated success implementing operational improvements.

Excellent communication, organizational, and problem-solving skills.

Proficiency with CRM/ERP systems (Salesforce experience strongly preferred).

Experience leading remote or international teams.

Familiarity with medical device regulatory requirements and service documentation standards.

Experience in customer-facing operational roles involving both direct and distributor markets.

Highly organized and detail-oriented.

Strong follow-through and accountability.

Customer- and distributor-centric mindset.

Comfortable navigating cultural and organizational differences across global markets.

Process-focused, with the ability to simplify, standardize, and scale operations.

Thrives in a fast-paced, dynamic, global environment.

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