Positions Available:

---

Senior Manager, Technical Service and Support

The Senior Manager for Technical Service and Support is responsible for managing the activities related to technical support for all product lines Medica currently offers as well as working with R&D

Responsibilities:

• Manage group of 4-5 individuals within the Technical Support Department
• Present monthly data regarding Technical Support statistics (Call volume, call type, resolution turnaround time, etc)
• Help build Customer-Centric Technical Support team. Essential Day To Day Responsibilities Monitor issue handling and resolution to ensure timely, accurate and appropriate response to customers by technical support staff, and adherence to service level agreements and technical support procedure
• Develop processes and procedures within the department to create a more efficient and effective department
• Ensure customer satisfaction through timely, efficient, effective delivery of technical support
• Manage issue escalation as required
• Promote best support practices within the support team
• Facilitate technical and professional development of technical support staff
• Foster team spirit and collaboration among technical support staff
• Exhibit superior leadership skills
• Ensure full coverage of support hours
• Manage customer escalations by collaborating with technical staff on action plans, and directing customer communications
• Keep technical support staff apprised of company and department direction through regular communication
• Identify and provide feedback and proposals to management and peers regarding technical, procedural, and strategic issues
• Collaborate with other organizations within the company in establishing product goals and strategies, representing customer and technical support interests
• Identify individual and group training needs
• Provide technical and professional goals, and regular feedback on achievement for support staff, including annual performance reviews
• Respond to staff performance or morale issues as required
• Recruit new staff as required

Requirements:

• BS degree in chemistry, biology, engineering, or related field
• 6 - 10 years of industrial experience which should include 4 years experience is technical/customer support with at least 2 years management experience. Prior experience in medical/ biotech industry is desirable.
• Strong analytical skills to access situations and drive decision making.
• Work naturally well in a team environment, exhibit strong team leadership, provide motivation, inspiration, and vision to the teams and is able to facilitate teams and drive decision making.
• Demonstrated strong interpersonal skills, ability to manage and communicate across boundaries, build cross-functional collaboration, and influence without direct authority.
• Ability to identify critical issues from varying points of view and make timely quality decisions.
• The individual will be self-motivated with a strong desire to drive for / deliver results.
• Working knowledge of FDA, IVDD and ISO regulations desired.

---

Manufacturing Engineer

To provide hands on engineering support to Manufacturing, Quality Control, Materials, and Documentation. Responsibilities include new product/process development, quality and process improvements, cost reductions, failure investigations, and problem resolution. Actively participate in continuous improvement and lean manufacturing efforts to achieve cost and performance goals. Work under limited supervision from Mechanical Engineering Manager. Interact with other departments by assisting them in manufacturing related issues.

Responsibilities:

• Help identify and resolve manufacturing issues, and implement corrective and preventive actions.
• Participate in the development and design of new products and processes.
• Document, qualify, and implement tooling, fixtures, and assembly/test equipment.
• Oversee and improve manufacturing processes, equipment, and documentation – including procedures, drawings, and bills of material.
• Identify process and/or equipment improvements that will increase production throughput and/or meet changing requirements.
• Identify, develop, qualify, and implement cost saving opportunities.
• Help to reduce scrap, rework, and inspection time through engineering activities to improve process and product reliability.

Requirements:

• BS in an Engineering discipline (Mechanical or Manufacturing most relevant), or at least 5 years relevant engineering or engineering technician experience.
• Must be well-rounded process-oriented engineer with medical device manufacturing and/or design experience.
• Must have good analytical, quantitative, and writing skills.
• Experience with ladder-logic programming of PLC’s (programmable logic controllers) is desirable.
• Experience using LabView and Minitab are desirable.
• Experience with automated liquid filling and labeling equipment is desirable.
• A general knowledge of mechanical/ electrical/ pneumatic equipment and mfg./ test processes is highly desirable. Typical processes include: mechanical assembly, liquid filling, labeling, heat-sealing, adhesive bonding, ultrasonic welding, RF welding.
• Excellent writing and verbal communication skills are required, as well as a basic understanding of GMP’s and ISO requirements.

---