Manager, Project & Technical Services - Amico Clinical Solutions
Top Benefits
About the role
Job Description:
Job Title: Manager, Project & Technical Services
Location: Richmond Hill, Ontario, Canada
Company: Amico Mobility and Clinical Products
About Us:
Amico is a leading manufacturer of medical equipment, dedicated to delivering innovative solutions that enhance patient care. Our Mobility and Clinical divisions specialize in designing and manufacturing custom OEM products for healthcare environments, ensuring top-tier functionality, safety, and compliance.
Position Overview:
We are seeking a hands-on Manager of Project and Technical Services to lead and build our customer technical support and installation service operations. This role involves managing technical inquiries, installation support, and service coordination across both AmicoMobility and Clinical product lines. The ideal candidate will bring strong leadership, problem-solving skills, and technical expertise in custom OEM products, ensuring seamless support for our customers.
This position requires 10-15% travel to the U.S., and the candidate must be available for on-callsupport outside of standard working hours as needed.
Key Responsibilities:
Technical Support & Service Management:
- Lead and grow the technical support team, ensuring high-quality service response for customer installations and troubleshooting.
- Oversee all aspects of customer technical support, ensuring timely resolution of inquiries and escalations.
- Establish and manage KPIs for response times, resolution rates, and customer satisfaction.
- Develop and maintain technical documentation, SOPs, and service best practices to improve efficiency and consistency.
- Act as the primary escalation point for critical service issues, driving quick and effective resolutions.
Installation & Project Management:
- Oversee the technical aspects of product installations, ensuring compliance with specifications and regulatory requirements.
- Provide hands-on support for complex installation challenges and integration of custom OEM products.
- Work closely with cross-functional teams (Engineering, R&D, Sales, QA andManufacturing**)** to address customer-specific technical challenges.
- Define and improve installation best practices and documentation to ensure long-term success.
Service Revenue & Cost Optimization:
- Develop service revenue models, including structured service agreements, warranties,and support plans.
- Monitor service-related expenses and implement cost-reduction strategies without compromising service quality.
- Develop and track financial KPIs, such as service revenue vs. cost, warranty vs. non-warranty repairs, and service charge waivers.
- Explore new revenue opportunities in service partnerships and aftermarket solutions.
Service Network Expansion & Strategic Growth:
- Develop and manage new service partners in key regions to improve response times and service availability.
- Build a scalable support infrastructure, preparing the department for future business growth.
- Ensure seamless service integration for new products and custom OEM solutions.
- Implement customer training programs to reduce service calls and improve self-sufficiency.
On-Call & Travel Requirements:
- Be available for on-call support for urgent technical issues outside standard working hours.
- Travel 10-15% of the time to U.S. sites for customer visits, service partner development, and hands-on technical support.
Qualifications:
Education & Experience:
- Bachelor’s degree in Engineering, Technical Management, or a related field.
- 5-10 years of hands-on experience in technical support, field service, or project management roles.
- Strong background in custom OEM products and experience supporting customer-specific technical solutions.
- Previous experience working in medical devices, industrial equipment, or highlyregulated industries preferred.
Technical & Leadership Skills:
- Hands-on problem-solving approach with strong troubleshooting skills for technical issues.
- Demonstrated ability to lead and grow a technical service team.
- Expertise in developing technical service processes, SOPs, and training programs.
- Strong verbal and written communication skills, with the ability to explain complex technical information to non-technical stakeholders.
- Ability to work in high-pressure environments, balancing customer demands with internal priorities.
- Experience with Lean, Six Sigma, and process optimization techniques is a plus.
Why Join Amico?
- Opportunity to build and scale a critical technical support and installation department.
- Exposure to cutting-edge medical technologies and custom OEM solutions.
- Work in a fast-paced, collaborative environment with a company dedicated to innovation.
- Competitive salary, benefits, and professional growth opportunities.
**Only selected candidates will be contacted.**
About Amico Corporation
Amico Corporation, founded in 1974, and the other corporations within the Amico Group, design, manufacture and market a broad range of products for virtually every department in the health care facility. Our mission is to design and deliver state-of-the-art products that facilitate the caregiver's role in providing the best outcomes for patients.
These products are manufactured by the Amico Group of Companies in four facilities in the U.S. and Canada, which occupy over 250,000 square feet.
A very broad range of Products are manufactured by the Amico Group of Companies starting with Air & Vacuum Systems, which deliver gas through our Pipeline Products to the patient. In the Patient Room, the Amico Group of Companies manufacture the Headwall, Clinical products, the Bed, the Furniture, the Lights and the Equipment Mounting Products.
Manager, Project & Technical Services - Amico Clinical Solutions
Top Benefits
About the role
Job Description:
Job Title: Manager, Project & Technical Services
Location: Richmond Hill, Ontario, Canada
Company: Amico Mobility and Clinical Products
About Us:
Amico is a leading manufacturer of medical equipment, dedicated to delivering innovative solutions that enhance patient care. Our Mobility and Clinical divisions specialize in designing and manufacturing custom OEM products for healthcare environments, ensuring top-tier functionality, safety, and compliance.
Position Overview:
We are seeking a hands-on Manager of Project and Technical Services to lead and build our customer technical support and installation service operations. This role involves managing technical inquiries, installation support, and service coordination across both AmicoMobility and Clinical product lines. The ideal candidate will bring strong leadership, problem-solving skills, and technical expertise in custom OEM products, ensuring seamless support for our customers.
This position requires 10-15% travel to the U.S., and the candidate must be available for on-callsupport outside of standard working hours as needed.
Key Responsibilities:
Technical Support & Service Management:
- Lead and grow the technical support team, ensuring high-quality service response for customer installations and troubleshooting.
- Oversee all aspects of customer technical support, ensuring timely resolution of inquiries and escalations.
- Establish and manage KPIs for response times, resolution rates, and customer satisfaction.
- Develop and maintain technical documentation, SOPs, and service best practices to improve efficiency and consistency.
- Act as the primary escalation point for critical service issues, driving quick and effective resolutions.
Installation & Project Management:
- Oversee the technical aspects of product installations, ensuring compliance with specifications and regulatory requirements.
- Provide hands-on support for complex installation challenges and integration of custom OEM products.
- Work closely with cross-functional teams (Engineering, R&D, Sales, QA andManufacturing**)** to address customer-specific technical challenges.
- Define and improve installation best practices and documentation to ensure long-term success.
Service Revenue & Cost Optimization:
- Develop service revenue models, including structured service agreements, warranties,and support plans.
- Monitor service-related expenses and implement cost-reduction strategies without compromising service quality.
- Develop and track financial KPIs, such as service revenue vs. cost, warranty vs. non-warranty repairs, and service charge waivers.
- Explore new revenue opportunities in service partnerships and aftermarket solutions.
Service Network Expansion & Strategic Growth:
- Develop and manage new service partners in key regions to improve response times and service availability.
- Build a scalable support infrastructure, preparing the department for future business growth.
- Ensure seamless service integration for new products and custom OEM solutions.
- Implement customer training programs to reduce service calls and improve self-sufficiency.
On-Call & Travel Requirements:
- Be available for on-call support for urgent technical issues outside standard working hours.
- Travel 10-15% of the time to U.S. sites for customer visits, service partner development, and hands-on technical support.
Qualifications:
Education & Experience:
- Bachelor’s degree in Engineering, Technical Management, or a related field.
- 5-10 years of hands-on experience in technical support, field service, or project management roles.
- Strong background in custom OEM products and experience supporting customer-specific technical solutions.
- Previous experience working in medical devices, industrial equipment, or highlyregulated industries preferred.
Technical & Leadership Skills:
- Hands-on problem-solving approach with strong troubleshooting skills for technical issues.
- Demonstrated ability to lead and grow a technical service team.
- Expertise in developing technical service processes, SOPs, and training programs.
- Strong verbal and written communication skills, with the ability to explain complex technical information to non-technical stakeholders.
- Ability to work in high-pressure environments, balancing customer demands with internal priorities.
- Experience with Lean, Six Sigma, and process optimization techniques is a plus.
Why Join Amico?
- Opportunity to build and scale a critical technical support and installation department.
- Exposure to cutting-edge medical technologies and custom OEM solutions.
- Work in a fast-paced, collaborative environment with a company dedicated to innovation.
- Competitive salary, benefits, and professional growth opportunities.
**Only selected candidates will be contacted.**
About Amico Corporation
Amico Corporation, founded in 1974, and the other corporations within the Amico Group, design, manufacture and market a broad range of products for virtually every department in the health care facility. Our mission is to design and deliver state-of-the-art products that facilitate the caregiver's role in providing the best outcomes for patients.
These products are manufactured by the Amico Group of Companies in four facilities in the U.S. and Canada, which occupy over 250,000 square feet.
A very broad range of Products are manufactured by the Amico Group of Companies starting with Air & Vacuum Systems, which deliver gas through our Pipeline Products to the patient. In the Patient Room, the Amico Group of Companies manufacture the Headwall, Clinical products, the Bed, the Furniture, the Lights and the Equipment Mounting Products.