Medical Device Service & Repair Manager

Technical Service Operations Manager

StemWave | Full-time, On-site | $90,000 – $125,000 depending on experience

About the Role:

StemWave is scaling from one product line to three over the next 18 months. We're hiring a Technical Service Manager to own the repair and service function end to end — starting hands-on at the bench, then building the processes, documentation, and team needed to service a growing installed base across multiple device platforms.

This is a player-coach role. Your first months will be spent learning to repair our devices yourself, working directly with the team, because we believe you can't lead a repair operation you don't understand at the bench level. From there, you'll design and build the service organization: workflows, parts management, documentation, and the team itself.

What You'll Do:

Become a hands-on expert in the repair of our current shockwave device, then both of our

next-generation platforms launching next year

Design and document the end-to-end service process: intake, diagnosis, RMA flow, depot repair, turnaround targets, and quality checks

Partner with our Philippines-based support team to define what gets diagnosed and resolved remotely versus what comes in for repair

Build troubleshooting trees, repair procedures, and training materials so repair knowledge is

documented and scalable — not tribal

Hire, train, and lead repair technicians as volume grows across product lines

Own spare parts forecasting and inventory for the service operation

Ensure service records, complaint handling, and repair documentation meet our quality system requirements (ISO 13485)

Report on service metrics: turnaround time, repair volume, failure trends, cost per repair — and feed failure data back to engineering

What We're Looking For:

5+ years hands-on experience as a technician repairing electronic or electromechanical devices — medical device, BMET, or field service engineering background strongly preferred

3+ years managing a service, repair, or technical team — hiring, performance management, and day-to-day leadership. This is a firm requirement; we need someone who already knows how to manage people

Strong documentation instincts — you write the procedure as you learn the repair

Experience writing technical documentation in a regulated environment — service procedures, work instructions, SOPs — and participating in CAPA and nonconformance processes

Working knowledge of ISO 13485 quality system requirements as they apply to service and repair

Systems thinker: you see a pile of repairs and want to build the workflow, not just clear the queue

Low ego, high ownership — willing to be on the bench before you're in the org chart

Experience working in or helping build out ERP processes — NetSuite strongly preferred —

including service/repair workflows, parts inventory, and RMA management

Nice to Have:

Experience standing up or scaling a service/depot operation

Experience coordinating with remote or offshore support teams

Familiarity with capacitor discharge, high-voltage, or ultrasound/shockwave systems

Familiarity with 5S and lean/Six Sigma methodologies — certification a plus