Medical Device Service Manager

Join the team at Prescott's, Inc. - where quality meets care.

Prescott's is a leading medical device services company, trusted by healthcare professionals across the country. We specialize in the distribution and expert refurbishment of essential medical equipment, including sterilizers, surgical microscopes, pumps, monitors, anesthesia machines, and more. Our mission is to enhance the quality of healthcare by ensuring providers have access to reliable, high-performing equipment. If you're passionate about supporting the frontlines of care through innovation and service, we'd love to have you on our team.

This position will support Prescott's Inc.

As the Medical Device Service Manager, you will oversee the daily operations of the Harvest Technician team, including repair exchange workflows, product testing, inventory disposition, quality control, and refurbishment processes. This role ensures the efficient movement of inventory through the repair and harvesting pipeline while maintaining compliance with company quality standards and operational procedures.

In this position, you will lead, train, and provide technical guidance to technicians, while fostering cross-functional collaboration with the Service, Tech Support, Parts departments, as well as shipping and receiving. Additionally, you will lead continuous improvement efforts aimed at reducing backlog, enhancing turnaround times, and maximizing the recovery of usable inventory.

This position will be required to work onsite in Monument, CO.

Responsibilities

• Lead, schedule, and manage a team of Harvest Technicians responsible for part disposition, repair exchanges, and equipment testing.
• Organize daily tasks by priority to minimize backlog and guarantee the prompt progression of yellow inventory through the repair and quality control process.
• Supervise the testing of products to ensure they meet finished goods standards, confirming their readiness for customer use.
• Manage technician growth by overseeing their onboarding, providing cross-training on various products, and provide performance coaching.
• Establish achievable and realistic goals, targets, and performance metrics.
• Manage service schedules, dispatch technicians, and monitor job progress to meet customer timelines.
• Verify that all repairs and harvested items undergo thorough quality control prior to being marked as green (finished goods) status.
• Work closely with R&D and senior technicians to develop repair protocols and disseminate standardized repair guidelines.
• Collaborate with the Service, Technical Support, and Parts Departments to optimize inventory flow and assist with technical inquiries.
• Work closely with leadership to evaluate technician capacity and skill set coverage, pinpoint any deficiencies, and offer staffing recommendations. Recognize risk areas stemming from knowledge silos and develop redundancy strategies through cross-training.
• Maintain technical documentation and a repair knowledge base to empower technicians to work independently and minimize downtime.
• Develop and implement service protocols and standard operating procedures to improve efficiency and quality.
• Ensure compliance with regulatory standards and company policies.
• Maintain inventory of service tools, parts, and supplies.
• Address customer concerns promptly and professionally to ensure high satisfaction levels.
• Prepare regular reports on service metrics, team performance, and customer feedback for senior management.