Global Technical Operations Lead

Há 5 dias


São Paulo, São Paulo, Brasil ResMed Inc Tempo inteiro

Job Description

This is a technical leadership role that oversees the coordination of technical staff operations to ensure proper resolution of company/client problems. The position involves participating in the development and delivery of ResMed Service Center trainings on ResMed's LATAM customer base, serving as a liaison between customer-facing staff, Quality, Product management, technical service & customer care.

The ideal candidate will have an in-depth understanding of TSV repair shop processes, internal and external customer requirements, compliance and complaint handling, and data mining techniques. This role also serves as a technical advisor to the Technical Services Department and supports all activities that facilitate Technical Service Operations regarding warranty and out-of-warranty repair work or processing.

About the Role

We are seeking an experienced professional to lead our technical operations team. As Global Technical Operations Lead, you will be responsible for:

  • Acting as an SME in ResMed products and assisting customers with complex issues involving diagnosis, repair, and testing of ResMed products.
  • Managing the whole lifecycle of technical or quality-related client issues until resolution; leading LATAM's investigation and resolution of root causes of such issues.
  • Ensuring availability of work tools, machines, and other necessary equipment required for the performance of job duties.
  • Monitoring and reporting trends regarding failure modes of ResMed products. Evaluating and recommending cost-effective solutions to mitigate product problems and increase customer satisfaction, as appropriate.
  • Interfacing and participating with QA/RA to ensure all complaints are handled efficiently, including the appropriate escalation to Product Development.
  • Ensuring appropriate technical knowledge base and applicable documentation are maintained for support of all ResMed Products.

Requirements

To be successful in this role, you will need:

  • A bachelor's degree in an engineering or related field.
  • A minimum of 5 years of medical device experience in a warranty and/or non-warranty repairs environment; combination of education and experience will be considered.
  • Certifications and/or coursework in the following areas preferred: Project Management, BioMed Technician.
  • Seniority Experience / Expertise are required in one or more of the following areas: Technical Training, Management, and Tiered level support – ability to operate at Tier II/III level.
  • General knowledge of Microsoft Office and experience creating procedural documentation.

What We Offer

We offer a competitive salary range of $120,000 - $180,000 per annum, depending on experience, plus benefits including health insurance, retirement plan, and paid time off. We are an equal opportunity employer and provide equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.



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