Hardware Services Program Manager (Remote)

JOIN A TEAM COMMITTED TO IMPROVING PATIENT CARE It takes a team of talented people to become one of the world's leading providers of innovative medical devices. AngioDynamics is dedicated to improving patient outcomes by focusing on the development of disruptive and differentiated technologies that address unmet patient needs and supporting professional healthcare providers around the world in the delivery of high-quality patient care. We accomplish this through: A Commitment to the Highest Standards of Quality Relentless Innovation Operational Excellence Our employees receive the highest level of training and endeavor to be the best and the brightest in the medical device industry. We are pleased to offer a comprehensive benefit plan that supports the overall health and wellness needs of our employees and their families. JOB SUMMARY - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsible for developing and enhancing hardware service processes with a focus on internal and external customer relationships through prompt, efficient, and proactive action Essential Duties and Responsibilities It is the primary responsibility of the Hardware Service Program Manager to directly support Hardware Service leadership in the implementation of operational initiatives intended to meet the needs of internal and external customers. The focus of concentration is on project management, hardware management, and communication to the customer, service providers, and counterparts within the organization. Responsible for coordinating and following up on certain aspects of hardware repair service from the initial receipt of service inquiry through the repair process. This will include coordination with the AngioDynamics Service Centers, Customers, and Sales Representatives. Service database and required documentation to be maintained and updated at all times. Plan and assist in the implementation of solutions related to operational enhancements and initiatives. Provides guidance and direction to the Hardware Service Coordinators and Service Technicians as required. Ensure all hardware products (customer and company owned) are fully traceable from the time of shipment, maintaining correct warranty records as well as full details of product configuration in the service database. Review the effectiveness of the inside sales activities, work with sales and marketing teams to develop product offerings, initiate marketing strategies and improve revenue stream. Follow (and as necessary, enhance) all relevant SOPs and Service database procedures, utilizing the systems to their fullest potential and proactively suggesting and developing improvements to processes and ways to increase internal and external customer satisfaction. Write and submit Change Orders for amendments to documentation or new requirements. Assist in the development of various management information / failure analysis, sales program agreements from the Service database for monthly / quarterly and annual review, inclusive of reviews associated with service providers. Assist in product development of new versions of existing or new capital equipment activities. Assist in coordinating subcontractor/vendor communication and payments related to service. Full understanding of worldwide regulations and the importance of compliance as they relate to traceability and servicing of units. Possess the technical abilities to perform service as needed, with a focus on field-based scenarios and training initiatives. May perform other duties as assigned. QUALIFICATIONS -The requirements listed below are representative of the knowledge, skill or ability required. Education and Experience Bachelor's Level of Degree in the Business, Business Management, Engineering, Operations or Marketing field of study preferred 5 - 8 years of demonstrated experience in hardware service required. Skills/Knowledge Strong customer-facing skills. Able to work i