Manager - Product Services

Overview

Job Title: Manager - Product Services

Location: Richmond Hill, Ontario, Canada

Company: Amico Group of Companies

About Us

Amico are a leading manufacturer of medical equipment, dedicated to delivering innovative solutions that enhance patient care. We specialize in designing and manufacturing custom OEM products for healthcare environments, ensuring top-tier functionality, safety, and compliance.

Position Overview

We are seeking a hands-on Manager to lead and build our product service support and installation service operations. This role involves managing technical inquiries, installation support, and product services across Amico product lines. The candidate will bring strong leadership, problem-solving skills, and technical expertise in custom OEM products to ensure 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.

Key Responsibilities

- Product Service Management: Lead and grow the product service team, ensuring high-quality 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 a primary escalation point for critical service issues, driving quick and effective resolutions.

- Installation & Project Management: 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, QA, Manufacturing) to address customer-specific technical challenges.

- Define and improve installation best practices and documentation to ensure long-term success.

Service Revenue & Cost Optimization

- 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.

Service Network Expansion & Strategic Growth

- 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.

On-Call & Travel Requirements

- Be available for on-call support for urgent technical issues outside standard working hours.

- Travel to U.S. sites for customer visits and hands-on technical support.

Qualifications

Education & Experience:

- Bachelor’s degree in Engineering, Technical Management, or equivalent.

- 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.

Why Join Amico?

- 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.

For more information, please visit us at www.amico.com

Salary Range: $80,000 - $90,000

*Salary will be determined based on candidate's experience, skills and qualifications.

*Only selected candidates will be contacted.

*This is a current, real vacancy that needs to be filled as soon as possible.

#AMICOACS

#J-18808-Ljbffr