Technical Service Operations Manager
StemWave | Full-time, On-site | $90,000 - $125,000 depending on experience
About the Role:
StemWave is scaling from one product line to three over the next 18 months. We're hiring a Technical Service Manager to own the repair and service function end to end - starting hands-on at the bench, then building the processes, documentation, and team needed to service a growing installed base across multiple device platforms.
This is a player-coach role. Your first months will be spent learning to repair our devices yourself, working directly with the team, because we believe you can't lead a repair operation you don't understand at the bench level. From there, you'll design and build the service organization: workflows, parts management, documentation, and the team itself.
What You'll Do:
- Become a hands-on expert in the repair of our current shockwave device, then both of our next-generation platforms launching next year
- Design and document the end-to-end service process: intake, diagnosis, RMA flow, depot repair, turnaround targets, and quality checks
- Partner with our Philippines-based support team to define what gets diagnosed and resolved remotely versus what comes in for repair
- Build troubleshooting trees, repair procedures, and training materials so repair knowledge is documented and scalable - not tribal
- Hire, train, and lead repair technicians as volume grows across product lines
- Own spare parts forecasting and inventory for the service operation
- Ensure service records, complaint handling, and repair documentation meet our quality system requirements (ISO 13485)
- Report on service metrics: turnaround time, repair volume, failure trends, cost per repair - and feed failure data back to engineering
What We're Looking For:
- 5+ years hands-on experience as a technician repairing electronic or electromechanical devices - medical device, BMET, or field service engineering background strongly preferred
- 3+ years managing a service, repair, or technical team - hiring, performance management, and day-to-day leadership. This is a firm requirement; we need someone who already knows how to manage people
- Strong documentation instincts - you write the procedure as you learn the repair
- Experience writing technical documentation in a regulated environment - service procedures, work instructions, SOPs - and participating in CAPA and nonconformance processes
- Working knowledge of ISO 13485 quality system requirements as they apply to service and repair
- Systems thinker: you see a pile of repairs and want to build the workflow, not just clear the queue
- Low ego, high ownership - willing to be on the bench before you're in the org chart
- Experience working in or helping build out ERP processes - NetSuite strongly preferred - including service/repair workflows, parts inventory, and RMA management
Nice to Have:
- Experience standing up or scaling a service/depot operation
- Experience coordinating with remote or offshore support teams
- Familiarity with capacitor discharge, high-voltage, or ultrasound/shockwave systems
- Familiarity with 5S and lean/Six Sigma methodologies - certification a plus
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