Center of Excellence Service Manager

Job description

Our Client, headquartered in Spain, has created an innovative portfolio of non-invasive lasers and cryoadipolisis devices for both clinics and med-spas. All products have been developed by the company’s in-house R&D team and are produced at the company’s own facility in Sofia, Bulgaria. The company has direct commercial operations in Europe, Latin America, Hong Kong and the US, and in addition manages a network of over 60 distributors.

200 employees around the world (Spain, Bulgaria, Italy, USA, Colombia, México, France, Hong Kong)

For the office in Sofia, we are looking for an experienced Center of Excellence Service Manager.


  • Establish an excellence culture within service delivery organization, based in operational excellence and customer satisfaction. Management and reporting of established service delivery KPIs.
  • Lead Service operations, quality processes and standardization & training system.
  • Supervision of operational aspects (service delivery global workflow, global stock and liaison with R&D and production).


  • Global Service stock Inventory and control.
  • Develop quarterly, monthly and weekly plans designed to maximize repair processes.
  • Measure and manage KPIs and SLAs and track performance against targets.
  • Supervise all regions are following and reporting in standard way as per General Service Workflow.
  • Act as liaison between R&D and Production.
  • Ensure serviceability of new products: participation in R&D established Tollgates.
  • Liaison with Clinical Department to support Clinical Incidences.
  • Adopt Problem Solving Process to analyse incidences in field and propose Quality improvements.
  • Proper communication of actions in field to populate to Service Force (direct & undirect).
  • Service Documentation management enabling proper repository and communication to Service Force.
  • Ultimate responsible of Service Training System (training materials, service force assessment).


  • MUST: Master Of Science or Bachelor Of Science in Technical Engineering.
  • MUST: Minimum of 3 years experience in Service Delivery coordination/management roles.
  • MUST: English/Bulgarian.
  • VALUABLE: International (EMEA at least) geographical experience.
  • VALUABLE: Experience in Medical Devices Field & experience in regional roles.
  • Achievement orientation.
  • Adaptability and openness to change.
  • Team development and management capability.
  • Strategic and business vision.

To apply: please send your detailed CV. All candidates will be reviewed in strict confidentiality.

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