Service and Facilities Manager
Organ Recovery Systems · Itasca, IL · 3 wk ago
On-siteManagementFull-time
About the role
The Service and Facilities Manager will lead the design, build-out, and ongoing management of a centralized Service & Repair Center supporting all company hardware platforms as well as owning the management of related facilities. This role is responsible for ensuring the reliability, compliance, and lifecycle management of mission-critical medical devices used in organ preservation and transport. Additionally, this role serves as the primary point of contact for all facilities related initiatives.
Primary (Essential) Functions
Service & Repair Center Development
- Lead the establishment of a centralized repair and service operation, including facility layout, equipment selection, and workflow design
- Develop scalable processes for inspection, troubleshooting, repair, refurbishment, and testing of all hardware platforms
- Implement best practices in lean operations, turnaround time reduction, and cost efficiency
- Define repair vs. replace strategies aligned with business needs
Operations Management
- Oversee day-to-day operations of the service and repair center, ensuring high performance, quality, and on-time delivery
- Establish and manage KPIs (e.g., turnaround time, first-time fix rate, service cost per unit, uptime/reliability)
- Manage inventory of spare parts, tools, and repair materials to ensure availability and cost control
- Develop and maintain standard operating procedures (SOPs) and work instructions
- Support the business through the effective management of the ORS facilities, to include (but not limited to): EHS Ownership and reporting, Capital expenditure budgeting and management, Asset management, Space utilization
Team Leadership
- Hire, train, and lead a team of service technicians, engineers, and support staff
- Build a high-performance culture focused on accountability, quality, and continuous improvement
- Provide coaching, development, and performance management
- Ensure appropriate staffing levels and technical capabilities to support business growth
Quality & Regulatory Compliance
- Ensure all repair activities comply with applicable regulatory requirements (e.g., FDA, ISO 13485, GMP)
- Partner with Quality and Regulatory teams to maintain documentation, traceability, and audit readiness
- Implement corrective and preventive actions (CAPA) related to service and repair trends
- Drive root cause analysis and feedback loops into engineering and product development
Cross-Functional Collaboration
- Partner with Engineering to improve product serviceability and reliability
- Collaborate with Supply Chain to ensure parts availability and supplier quality
- Work with Client Services to optimize service delivery and customer satisfaction
- Provide data-driven insights to leadership on product performance and lifecycle costs
Systems & Continuous Improvement
- Implement and manage service management systems (EAM, CMMS, or equivalent)
- Utilize data analytics to identify trends, improve repair efficiency, and reduce failure rates
- Drive continuous improvement initiatives using Lean, Six Sigma, or similar methodologies
- Support new product introductions with service readiness plans
Qualifications
Education/Training/ Certifications/Licenses
- Bachelor’s degree in Engineering, Operations, or related field
- Master’s degree preferred
Experience
- 7–10+ years of experience in service operations, repair management, or manufacturing operations
- Prior experience establishing a new repair and service team is preferred
- 3–5+ years of leadership experience managing technical teams
- Experience in regulated industries is required; Specifically medical devices or life sciences
- Strong knowledge of quality systems (e.g., ISO 13485, FDA QSR)
Skills/Abilities
- Operational excellence and process design
- Techical troubleshooting and problem-solving
- Leadership and team development
- Quality and compliance mindset
- Data-driven decision-making
- Strong communication and cross-functional collaboration
Strength/Bend/Lift
- Physical Demands: 50 lbs Sit/Stand %s: 90%/10% Manual Dexterity
Hours
- 40 hours/wk