Production and Customer Service Manager

Production – Customer Service Manager Overview: Theralase® Technologies Inc. (“ Theralase® ”) is a publicly traded Canadian federal corporation ( TSXV: TLT ; OTCQB: TLTFF ) focused on the destruction of cancer, bacteria and viruses consisting of two primary divisions: 1) Drug Division – Preclinical research and clinical development of energy-activated small molecules and the energy systems that activate them to safely and effectively destroy various cancers, bacteria and viruses. 2) Device Division - Manufacturer and distributer of proprietary super-pulsed Cool Laser Therapy (“ CLT ”) medical lasers, primarily in Canada and the United States, for the treatment of knee pain, and in off-label use, treatment of numerous nerve, muscle and joint conditions. In addition, the Device Division designs and manufactures proprietary medical laser systems used to activate the small molecules in the Drug Division. Additional information is available at www.theralase.com and www.sedarplus.com Job Description: The Production – Customer Service Manager (“ PCSM ”) will be responsible for: 1) Direct management of production employees (engineers, technologists and technicians) in the manufacture and service of Theralase® Cool Laser Therapy (“ CLT ”) and medical laser systems (“ Products ”) for both the Drug and Device Divisions; including: incoming inspection, supplier and sub-contractor procurement and supervision, scheduling, manufacture, calibration, final test, quality control test, quality assurance, labelling, packaging, storage, sterilization, shipping and timely delivery within 24 hours of order receipt 2) Customer service of all Theralase® Products; including: verbal, written and digital communication with customers or potential customers regarding the purchase, performance, maintenance, operation, technical training, clinical training, repair (both in and out of warranty), costing of repair per finance guidelines, replacement and/or delivery 3) Coordinate the accurate and timely completion of a Customer Service Inquiry (“ CSI ”) to receive, track, repair and return a customer Product to them, within 48 hours of customer approval. 4) Deliver customer feedback survey form to all new and current customers to track customer satisfaction level post sale / post-service, respectively to obtain a Customer Satisfaction Rating (“ CSR ”). Implement strategies to systematically improve the CSR on a quarterly basis 5) Follow up with customers and secure written and video testimonials supporting the clinical safety and efficacy of the Company’s products from them and their patients (video testimonials coordinated with marketing department) 6) Encourage customer service up-sells during customer interactions and refer to the sales department for completion 7) Implement customer reward program, in conjunction with the sales and marketing departments, to reward customers based on a number of different criteria (e.g.: multiple sales to same customer, lead referrals, seminar presentations, webinar presentations, total minutes of use, et cetera) 8) Successfully launch new Products developed by engineering, in conjunction with the engineering team. A full-time, in-office position at the Company’s headquarters located in midtown Toronto, easily accessible via public transit. Qualifications: · University education, preferably with an electrical engineering background · 5+ years of production supervision and customer service experience in the manufacture and service of medical devices · Excellent verbal, written and interpersonal skills with the ability to interact and build positive relationships proactively with direct reports, senior managers and external subcontractors · Able to motivate direct reports to meet / exceed their Key Performance Indicators (“ KPI ”) · Excellent time manag…

View the full posting and apply