Global Service Manager (Westborough)

We are seeking an experienced Global Field Service Manager in our Westborough, MA location to oversee a global service team focused on troubleshooting, repair, refurbishment, and analysis of field return items. This role collaborates closely with the operations, sales, and engineering departments to provide data and insights that help drive continuous improvement initiatives. The ideal candidate possesses strong technical expertise, excels at troubleshooting in partnership with engineering, and demonstrates effective management skills, particularly in customer service and service team leadership.

Responsibilities:

• Ensure compliance with company quality procedures in accordance with ISO 13485 and relevant international standards.
• Oversee a global field service team.
• Diagnose and resolve defective parts, determining root causes and carrying out necessary repairs.
• Identify and repair returned field units using specialized textile equipment (including sewing and seam-tape machines).
• Drive and implement process improvement initiatives.
• Prioritize tasks and monitor project progress.
• Execute test procedures and conduct tests on applicable parts or units.
• Follow standard workshop practices, including appropriate handling of ESD-sensitive items and adhering to supervisor-assigned workflows.
• Track field defect and wear patterns to support the development of FAQs, and installation, repair, and maintenance podcasts.
• Support the development of test procedures for various parts and systems.
• Accurately manage parts through proper packaging and labeling for future redistribution.
• Maintain current individual training and credentials.
• Create and update training programs and supporting materials.
• Develop clear dashboards and reporting mechanisms for upper management.
• Share findings or issues with team members and log them in the database for tracking purposes.
• Perform other duties as assigned.
• Implement and support process improvements.
• Ability to travel domestically and internationally a few times a month.

Qualifications:

1. 10+ years of manufacturing and warehouse experience
2. 3+ years of hands on device experience (or a related technical/electronic/mechanical product)
3. Exposure to electrical/mechanical schematics, multi-meters, oscilloscopes and wire repair tools a big plus
4. Working knowledge of ISO 13485/QSR requirements desired
5. Experience with six sigma or TQM manufacturing preferred
6. NetSuite experience strongly desired
7. Management of a team across multiple sites