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