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

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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 management skills with an ability to achieve production and customer service performance objectives

- Proficiency in Microsoft suite of products (e.g.: Office, Excel, Outlook, Word, Power Point)
- Ability to accurately estimate objectives, milestones, cost and timing to prioritize and deliver on production and customer service KPIs
- Ability to evaluate and clearly communicate (written and verbal) technology concepts and ideas to direct reports, engineering and senior managers
- Strong oral and written communication skills in the English language
- Ability to learn, remain calm and focus on the timely completion of objectives
- Team player, organized, self-motivated and skilled in dealing with direct reports, colleagues and senior managers
- Self-starterwith the ability to work independently under minimal supervision
- Ability toprioritize in multi-tasking environment with excellent attention to detail and accuracy
- Flexible and accountable working in a team environment
- Positive, “Can-Do” attitude, with a strong belief in personal accountability
- Strive to constantly improve and develop skills both personally and in assisting their direct reports and colleagues to do the same
- Hard working, lead by example manager

Responsibilities: Direct supervision 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 delivery

- 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, repair (both in and out of warranty), costing of repair per finance guidelines, replacement and/or delivery
- Document the interaction with the customer through the completion of a CSI and e-mails
- Forward the CSI to the responsible direct report and track the timely closure of the CSI with that direct report
- Successful launch of new Products by optimizing and implementing the Standard Operating Procedures (“SOPs”) written by the engineering team
- Successful completion of strategic objectives to increase quality, yield and performance of Products
- Tracking and weekly reporting to senior management of quality, yield and KPIs, with written recommendations on how to improve them in a timely fashion
- Verbal,



written or digital communication with customers or potential customers regarding the purchase, performance, maintenance, training, service and/or status of their Product
- Compile shipping documentation (Shipping information, commercial invoice, waybill, importation documentation, etc.) and schedule courier to ship Products to customers and track their timely receipt by the customer
- Meet with the marketing, sales, production and engineering department, as well as senior management, to understand, compile and update Frequently Asked Questions (“FAQs”) of customers, in order to accurately, succinctly and in a timely manner address their CSI for the purchase, maintenance, training, service and/or status of their Product
- Work with the marketing department to optimize the web site from a customer perspective providing additional information, FAQs and web chat access, on-line to enhance the customer’s ability to quickly and effectively resolve their concerns, in real time
- Provide the FAQ documentation monthly to marketing for them to update the corporate website
- Manage and close-out CSIs professionally, accurately and in a timely fashion to resolve a customer’s concerns and increase the customer’s CSR
- Pleasant, engaging, calm, clear and concise phone voice, in the English language with excellent oral, written, digital and presentation communication skills to resolve CSIs
- Manage Customer Relationship Management (“CRM”) database and the timely distribution of customer sales inquiries to the appropriate Territory Sales Manager (“TSM”) or National Sales Manager (“NSM”)
- Implement customer service’s strategic objectives of scheduling and shipping new Product to customers within 24 hours and service Product to customers within 48 hours, after customer approval
- Place outgoing calls to all new customers within fourty-eight (48) hours of receipt of their new Product to assess their satisfaction with the Product and maintain contact them to ensure a high CSR
- Place outgoing calls to all current customers to assess their satisfaction with the Product and to refer any upsells to the sales department or CSIs to the production and finance department for resolution
- Complete a customer service questionnaire in conjunction with any new or current customer verbally or digitally to rate the CSR of the customer and their satisfaction with the Product
- Tabulate these CSRs and present the information with a detailed and well thought out solution on how to best resolve them to their direct manager for review and implementation on a weekly basis
- Firm understanding of CRM software to allow correct entry of CSIs into the appropriate customer record for appropriate tracking, follow-up, successful and timely closure
- Track all loaner Product sent to customers to address customer Product issues and their timely return to the Company

Compensation:

- $90,000 to $110,000 base, full-time salary, commensurate with experience
- Employee benefits and stock options (subject to board of director’s approval)

Please send your resume for review and consideration. Only candidates, who are being considered for the PCSM position will be contacted. Pay: $90,000.00-$110,000.00 per year

Benefits

- Dental care
- Extended health care
- On-site gym
- On-site parking
- Stock options
- Vision care

Education:
- Bachelor's Degree (required)

Experience:
- medical device manufacturing and service: 5 years (required)

Work Location: In person

📌 Production and Customer Service Manager (East York)
🏢 Theralase
📍 East York