Benefits include: Medical, Dental, and Vision Insurance, 401(k), Stock Options

NOTE: You must have 5+ years of customer service experience, preferably in medical devices, pharmaceuticals, or regulated
manufacturing with 2+ years in a supervisory or management role to be considered for this position.

Providence Medical Technology, Inc. is a privately-held medical device company focused on innovation solutions for cervical spine conditions. The company has pioneered a proprietary approach to posterior cervical fusion and has developed surgical instrumentation and implants that offer unique benefits to the $2 billion worldwide cervical spine market.

Our purpose is to improve clinical outcomes for high-risk patients and prevent surgical failures of the cervical spine.

LOCATION

This is a remote position.

SUMMARY

The Customer Service Manager is responsible for leading and developing the customer service function to ensure exceptional support for sales reps, distribution partners, customers, and patients using the company’s medical device products. This role oversees daily operations, drives process improvements, ensures regulatory compliance, and serves as a key liaison between sales reps, distribution partners, and PMT support functions.

MAIN RESPONSIBILITIES:

• Implement streamlined workflows, updated SOPs, and new tools to enhance service efficiency,
  accuracy, and support expected growth.
• Provide input/support to Strategic Accounts & Sales to expand the use of consignment and direct
  fulfillment opportunities.
• Partner with key stakeholders to improve the onboarding process for new sales reps and distribution
  partners.
• Establish performance metrics, evaluate team performance, and implement improvement plans.
• Ensure accuracy in ERP/CRM systems and compliance with documentation standards.
• Manage the distribution partner contracting processes.
• Partner with Supply Chain and Sales to optimize field-based inventory management.
• Manage iOS application and ERP based order processing functions.
• Support complaint handling by ensuring proper documentation and routing of product feedback.
• Supervise, coach, and develop customer service representatives, conduct training on product
  knowledge, compliance requirements, and service standards.
• Partner with Sales and Marketing to support product launches, promotions, and customer education.
• Ensure customer-facing processes comply with FDA, ISO 13485, and other relevant regulatory
  requirements.

QUALIFICATIONS:

• Bachelor’s degree in business, healthcare, life sciences, or related field.
• 5+ years of customer service experience, preferably in medical devices, pharmaceuticals, or regulated
  manufacturing.
• 2+ years in a supervisory or management role.
• Familiarity with FDA regulations, ISO standards, and complaint-handling requirements.
• ERP/CRM experience (SAP, NetSuite, Salesforce, etc.).
• Excellent communication, problem-solving, and leadership skills.
• Experience supporting Class II or Class III medical devices.
• Knowledge of UDI requirements, RMA processes, and product traceability systems.

COMPETENCIES:

• Accountable - Takes the highest level of ownership; emphasizes reliability and personal obligation. Isn't afraid to own his or her mistakes and learn from them; accepts responsibility and works to do his or her part to the best of his or her abilities to achieve the desired outcome.
• Attention to Detail - Is thorough in accomplishing a task no matter how small. Checks work for accuracy before moving on and/or sharing with others. Ensures others can rely on the information/work provided. Follows set standards and requirements.
• Cost Conscious - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources; Continually looks for cost cutting opportunities without disrupting or overburdening others. Understands and adheres to, if applicable, minimum margins, thresholds, and pricing models.
• Dependability - Knows his or her job well and can be trusted to meet or exceed expectations; Follows instructions and responds to management direction; Keeps commitments; Speaks up and shares thoughts ahead of time, brings awareness of roadblocks in a timely manner; commits to and achieves deadlines or pro-actively notifies appropriate person with an alternate plan.
• Integrity -Instills mutual trust and confidence; Acts with honesty and directness; Creates a culture that fosters high standards of ethics; Behaves in a fair and ethical manner toward others; Lives out the company values in all he or she does.
• Interpersonal Skills - Relates well to all types and levels of people both inside and outside the organization. Listens to others without interrupting; Keeps emotions under control; Remains open to ideas of others, diffusing difficult situations and conversations; proactively takes ownership of mistakes; can accurately read a room.
• Problem Solving - Ability to understand what the goal of the problem is; Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Can see beyond the obvious and doesn't always stop at the first answer knowing that probing may result in even better outcomes.
• Sense of Urgency - Can be counted on and available; Works with urgency and diligence, focusing on what is needed to be successful from both an individual and company perspective; Works to the best of abilities regardless of the time constraints and delivers desired results promptly.