Customer Service Manager – Medical Devices
Location:Huddersfield, West Yorkshire
Reports To: Head of Quality & Operations
Are you an experienced customer service leader with a technical mindset, ready to make a real impact in the medical device industry? We’re looking for a Customer Service Manager to take charge of our customer complaint management process, ensuring swift resolutions and top-tier customer support.
About the Role
As Customer Service Manager, you’ll lead a dedicated team responsible for managing technical service complaints and diagnostics for innovative medical devices. You’ll play a crucial role in investigating issues, identifying root causes, and implementing effective solutions—all while ensuring compliance with industry regulations.
Key Responsibilities:
* Act as the primary contact for customer complaints, ensuring efficient logging, tracking, and resolution.
* Lead investigations into product malfunctions, working with technical teams to identify root causes.
* Provide diagnostic support and troubleshooting assistance to customers.
* Manage and develop a high-performing service and complaints team.
* Work closely with quality assurance and engineering teams to improve service processes.
* Ensure compliance with medical device regulations (FDA, ISO 13485, MDR).
* Track and analyse complaint trends to drive continuous improvement.
About You:
* A strong background in customer service, complaint management or technical support, ideally within medical devices or healthcare.
* Experience in leading teams and driving process improvements.
* Technical expertise in troubleshooting and diagnostics.
* Knowledge of medical device regulations and complaint-handling standards.
* Excellent communication and problem-solving skills.
Benefits:
* 40 hours per week with flexible working options.
* Competitive salary.
* 26 days holiday plus bank holidays.
* Employee Assistance Programme (EAP) – supporting your wellbeing.
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