Associate Manager, Service & Repair - MicroFrance and NPI (H/F)

This position will manage the activities of Service & Repair ensuring that customer relationships are maintained, and customer expectations are consistently exceeded. The Associate Manager will work with manufacturing leadership, product and sales managers, and clinical educators to ensure customer retention and satisfaction.

Responsibilities

• Provide leadership in all Service & Repair activities, giving clear direction to staff and interacting with Integra management.
• Ensure a satisfactory level of productivity as determined in the Goals & Objectives.
• Disciplinary leadership of TCS colleagues, including performance management and staffing.
• Lead and coordinate change‑management activities.
• Drive the company’s core values, mission, and culture through daily operations and guidance.
• Guide and lead to ensure the TCS activities are undertaken in line with company SOPs and to achieve defined KPIs.
• Develop and maintain excellent customer relationships.
• Invoicing: All repair work to be invoiced at completion (including internal warranty and company‑owned product invoicing) through each country’s specific invoicing system.
• Maintain an accurate service‑order system.
• Achieve a high level of customer satisfaction by fulfilling requests within reasonable time.
• Manage the business to exceed annual revenue, profit, and expense targets set by management.
• Participate in target setting with Service & Repair leadership.
• Participate in budget determination, resource allocation, and policy development for the service organization to meet company goals.
• Utilize the proper financial, work‑order, and ERP systems designated by the company.
• Ensure all systems are operated correctly and staff are well‑trained, including use of Oracle.
• Adhere to all company Quality Assurance, Safety, and Health directives, including regulatory policies.
• Work with the Quality Assurance Manager to implement designated quality systems.
• Ensure staff consistently follow quality systems and meet or exceed requirements.
• Familiarize with and train staff on Standard Operating Procedures.
• Prepare for and satisfy all internal and external audit requirements.
• Advise quality, engineering, and product marketing groups to effect design changes that improve equipment efficiency, quality, reliability, and reduce manufacturing, maintenance, or operation costs.
• Transmit customer information to Integra’s internal departments for continuous quality improvement and customer satisfaction.
• Document proper fault tracking for all repaired products.
• Ensure timely and appropriate customer communication for repairs.
• Interface with Sales Management and establish strong relationships with Sales and Marketing.
• Establish strong partnerships across Integra departments to ensure smooth execution of all client deliverables.
• Follow Sales/TSR communication protocols and revise with management as necessary; implement and train on workflows.
• Prepare and distribute a monthly Repair Work Order recap report to sales management.
• Communicate with customers, subordinates, colleagues, and management to ensure customer satisfaction.
• Lead the technical service team through hiring, development, and motivation of staff.
• Achieve results through lower‑level and experienced exempt employees who exercise significant independence.
• Ensure staffing and training levels meet company objectives.
• Resolve customer technical questions and complaints accurately and promptly, involving other departments as appropriate.
• Help customers establish operation, maintenance, and inspection procedures and techniques.
• Design, prepare, and conduct training programs for all Integra employees, including direct staff.
• Participate in the installation planning phase for new equipment.
• Prepare monthly reports to update supervisor on productivity, open work orders, revenue, and a recap of open issues that affect the business.

Qualifications

• BA or BS in Business, Technical, Life Sciences, or a related discipline (MBA preferred).
• Minimum of ten years’ experience in biomedical engineering, with five to ten years in a management role preferably in the medical device industry.
• Fluency in English and French.
• Strong leadership and people‑management skills, with the ability to coach, develop, and motivate teams.
• Excellent communication and stakeholder‑management skills, with the ability to collaborate across functions and build strong customer relationships.
• Results‑oriented, change‑focused mindset with strong problem‑solving abilities and a commitment to continuous improvement.