Manager, Service Operations at Mindray North America – Mahwah, New Jersey

Join Mindray North America and help shape the future of patient care.

Mindray is a global leader in medical technology, delivering advanced patient monitoring systems, anesthesia machines, ventilators, and ultrasound solutions trusted in hospitals and critical care environments worldwide. Unlike many larger competitors, Mindray combines cutting-edge innovation with unmatched value, giving healthcare providers access to reliable, feature-rich technology without compromise. Our culture is built on collaboration, integrity, and a drive to equip caregivers with the tools they need to deliver exceptional care.

Fast facts about Mindray:

• Founded in 1991, with 14,000 employees worldwide
• 8 global R&D centers, investing ~10% of annual revenue into innovation
• North American headquarters in Mahwah, NJ, with 40+ international subsidiaries

Position Summary

The Manager, Service Operations leads the Service Operations team to ensure accurate, efficient, and customer-focused execution of all service-related processes. This role oversees service workflows, dispatch operations (including after-hours coverage), and system optimization within Salesforce Service Cloud and SAP to support revenue growth, operational excellence, and high customer satisfaction.

You will drive performance through leadership, process improvement, cross-functional collaboration, and system enhancements while ensuring data integrity across service activities.

What You’ll Do

Lead and Develop the Service Operations Team

• Manage, coach, and develop Service Operations staff to ensure high performance and accountability.
• Oversee training, goal setting, performance reviews, and career development planning.
• Schedule staffing, approve overtime, manage timesheets and PTO, and ensure appropriate coverage.
• Foster a culture of responsiveness, professionalism, and customer-first service.

Oversee Service Activity & Workflow Execution

• Ensure accurate and timely processing of:
• Service Work Orders
• Service Quotes (including Conga templates and Terms & Conditions)
• Service Contracts and billings
• Activation and maintenance plans
• Credits and credit/rebills
• Parts transfer orders and inventory updates
• Partner with Credit and Field Service leadership to resolve discrepancies efficiently and within established guidelines.
• Develop and maintain clear workflows, procedures, and SLAs to ensure consistent and accurate case handling.

Manage Dispatch & Customer Support Operations

• Oversee 24/7/365 dispatch operations supporting Service, Clinical Representatives, and Technical Support teams.
• Manage business-hours and after-hours teams, including on-call schedules and standby coverage.
• Review and approve after-hours dispatch invoices and vendor services.
• Ensure customers receive timely, professional, and solution-oriented support.

Optimize Systems & Data Integrity

• Serve as the business owner for Service Cloud enhancements in partnership with IT.
• Identify and document system improvement opportunities to streamline processes and enhance productivity.
• Oversee testing in sandbox environments prior to production deployment.
• Manage Service Cloud configurations, user mapping, and permissions.
• Ensure master data accuracy (assets, accounts, zip code assignments, pricing records, labor rates).
• Approve Service Cloud system requests and maintain SAP equipment records as needed.

Drive Operational Excellence

• Monitor KPIs and productivity metrics to identify improvement opportunities.
• Collaborate cross-functionally with Finance, Credit/Collections, Legal, Marketing, Sales, HR, and IT.
• Review and approve departmental supply and capital equipment purchases.

What You Bring

Experience & Education

• Bachelor’s degree in Business or related field preferred
• Minimum 5 years of management experience in customer service or service operations environments
• Experience with call center operations and service workflow management
• Strong understanding of business processes and systems
• SAP and Salesforce (Service Cloud) experience strongly preferred

Skills & Competencies

• Proven ability to lead and motivate high-performing teams
• Strong problem-solving and decision-making skills
• Ability to work independently while collaborating across departments
• Excellent communication and customer service skills
• Highly organized, detail-oriented, and results-driven
• Comfortable operating in a fast-paced environment with competing priorities

Work Environment

• Primarily office-based in Mahwah, NJ
• Heavy computer usage (Salesforce, SAP, reporting tools)
• After-hours support required as needed
• Minimal travel

Mindray North America offers a competitive compensation package and comprehensive benefits, including a 401(k) with company match, tuition reimbursement, paid time off, disability coverage, FSA/HSA options, and more—all within a dynamic, supportive, and collaborative work environment.

Mindray North America is an Equal Opportunity Employer M/F/D/V. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, marital status, ethnicity, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, or any other legally protected status and will not be harassed or discriminated against.