Technical Service Manager

EchoNous is bringing premium ultrasound technology together with industry-leading AI to

transform and miniaturize medical ultrasound. We offer advanced features, typically

associated with larger and more expensive systems, in ultraportable and affordable tablet-

based ultrasound devices.

We are excited to present an opportunity for a Technical Service Manager to join our service

team at our Redmond, WA corporate office. The Technical Service Manager will play a

crucial customer engagement role, responsible for troubleshooting device failures reported in

the field and managing the inspection process cycle through the Product Evaluation Lab.

The ideal candidate must possess professional customer service business acumen, a strong

technical background, and the ability to problem-solve effectively in fast-paced

environments.

Responsibilities

• Act as a frontline agent responsible for attending to inbound calls and emails seeking

technical expertise to remedy technical issues encountered in the field. Inquiries will

originate from domestic and international customers.

• Possess the ability to carefully intake complex technical subject matters from a wide

range of experienced users and use that information to offer remedies that will

enable users to have a positive user experience.

• Document customer complaints through internal systems in accordance to QMS

standards. Compose and update process procedures through document control

systems.

• Manage (2) two Product Evaluation Lab service technicians to ensure returned

devices are properly received, decontaminated, and inspected for failure validation.

Compare customer reported problems to the devices that are physically evaluated to

report trends.

• Review schedules, perform timesheet adjustments, provide oversight guidance and

set expectations with Product Evaluation Lab service technicians.

• Serve as the VOC (voice of customer) in reporting events and device behavior that

can help foster a spirit of continuous improvement. Provide inputs and suggestions

on how to enhance the user experience.

• Conduct pre and post-sale calls with customers to establish technical expectations

for proper device application. Contribute towards completing technical

questionnaires.

• Collaborate with different departments: accounting, regulatory, supplier quality,

logistics, and engineering teams to present the technical service department’s

vantage opinions on various business topics.

Qualifications

• Five years related work experience in the medical device or industrial goods industry.
• Experience managing hourly non-exempt direct report team members.
• Proficient in using Microsoft Office, Google Office Space, Salesforce CRM, and/or

Oracle/NetSuite.

• Excellent communication and interpersonal skills with professional business acumen.
• Well organized and able to prioritize tasks while maintaining high-levels of efficiency.
• Possess a spirit of continuous improvement where the status quo is always

challenged where small ideas yield big results; think outside the box.

• Adhere to regulatory compliance policies to meet FDA and HIPAA regulations.
• Promote a positive and optimistic outlook.