Senior Manager, Project & Technical Services
Location: Richmond Hill, Ontario, Canada
Amico is a leading manufacturer of medical equipment, dedicated to delivering innovative solutions that enhance patient care. Our Mobility and Clinical divisions specialize in designing and manufacturing custom OEM products for healthcare environments, ensuring top-tier functionality, safety, and compliance.
We are seeking a hands-on Senior Manager of Project and Technical Services to lead and build our customer technical support and installation service operations. This role involves managing technical inquiries, installation support, and service coordination across both Amico Mobility and Clinical product lines. The ideal candidate will bring strong leadership, problem-solving skills, and technical expertise in custom OEM products, ensuring seamless support for our customers.
This position requires 10-15% travel to the U.S., and the candidate must be available for on-call support outside of standard working hours as needed.
Technical Support & Service Management:
- Lead and grow the technical support team, ensuring high-quality service response for customer installations and troubleshooting.
- Oversee all aspects of customer technical support, ensuring timely resolution of inquiries and escalations.
- Establish and manage KPIs for response times, resolution rates, and customer satisfaction.
- Develop and maintain technical documentation, SOPs, and service best practices to improve efficiency and consistency.
- Act as the primary escalation point for critical service issues, driving quick and effective resolutions.
- Oversee the technical aspects of product installations, ensuring compliance with specifications and regulatory requirements.
- Provide hands-on support for complex installation challenges and integration of custom OEM products.
- Work closely with cross-functional teams (Engineering, R&D, Sales, and Manufacturing) to address customer-specific technical challenges.
- Define and improve installation best practices and documentation to ensure long-term success.
- Develop service revenue models, including structured service agreements, warranties, and support plans.
- Monitor service-related expenses and implement cost-reduction strategies without compromising service quality.
- Develop and track financial KPIs, such as service revenue vs. cost, warranty vs. non-warranty repairs, and service charge waivers.
- Explore new revenue opportunities in service partnerships and aftermarket solutions.
- Develop and manage new service partners in key regions to improve response times and service availability.
- Build a scalable support infrastructure, preparing the department for future business growth.
- Ensure seamless service integration for new products and custom OEM solutions.
- Implement customer training programs to reduce service calls and improve self-sufficiency.
- Be available for on-call support for urgent technical issues outside standard working hours.
- Travel 10-15% of the time to U.S. sites for customer visits, service partner development, and hands-on technical support.
Education & Experience:
- Bachelor’s degree in Engineering, Technical Management, or a related field.
- 5-10 years of hands-on experience in technical support, field service, or project management roles.
- Strong background in custom OEM products and experience supporting customer-specific technical solutions.
- Previous experience working in medical devices, industrial equipment, or highly regulated industries preferred.
Technical & Leadership Skills:
- Hands-on problem-solving approach with strong troubleshooting skills for technical issues.
- Demonstrated ability to lead and grow a technical service team.
- Expertise in developing technical service processes, SOPs, and training programs.
- Strong verbal and written communication skills, with the ability to explain complex technical information to non-technical stakeholders.
- Ability to work in high-pressure environments, balancing customer demands with internal priorities.
- Experience with Lean, Six Sigma, and process optimization techniques is a plus.
- Opportunity to build and scale a critical technical support and installation department.
- Exposure to cutting-edge medical technologies and custom OEM solutions.
- Work in a fast-paced, collaborative environment with a company dedicated to innovation.
- Competitive salary, benefits, and professional growth opportunities.
Job Application Form
Senior Manager, Project and Technical Services - Amico Group of Companies
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