US Senior Service Manager (Oklahoma City)

US Senior Service Manager (Oklahoma City)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

What will you be doing?

As the Sr Manager of Americas Service Repair (OKC), you will be responsible for providing strategic and operational leadership to the OKC Service Center. You will oversee cross-functional service operations spanning Sports Medicine, Orthopedics (Robotics), and Advanced Wound Devices (AWD), ensuring efficiency, compliance, and superior service performance. You will play a critical role in advancing service delivery models, scaling capacity, and aligning repair operations with broader Global Service Objectives (GSO) to meet end customers and service revenue & budget expectations This position requires strong leadership, operational discipline, commercial awareness, and the ability to drive sustainable growth while achieving service excellence.

• Provide high-level strategic and operational leadership to technical teams, ensuring scalable and standardized repair capabilities across SPM, Orthopedics (Robotics), and AWD franchises.
• Monitor and ensure consistent repair quality and turnaround time (TAT); manage spare parts availability to meet repair schedules and SLA commitments.
• Maintain real-time visibility into operational performance, backorders, and open work orders to minimize delays and optimize throughput.
• Ensure adherence to quality and regulatory standards (ISO 13485, FDA, GxP); lead site-level audits, CAPAs, and internal compliance activities.
• Own inventory strategy including forecasting, safety stock, and spare part alignment with GSO standards.
• Expand and lead new service capabilities including as to inspection, testing & repair of Customer-Owned Product and Loaner Return Centers (LRC)
• Lead readiness planning and technical integration for all new product introductions requiring repair capabilities at OKC.
• Establish, track, and report KPIs (e.g., customer satisfaction, technician efficiency, cost-to-serve, and revenue generation) to drive accountability and continuous improvement
• Own and manage service center budget, workforce planning, and organizational structure to support current and future volume demands.
• Ensure full compliance with internal policies, quality procedures, and applicable regulatory guidelines; proactively mitigate risks and drive a culture of compliance.
• Represent OKC Service at internal and external events, including trainings, customer engagements, sales meetings, and trade shows.
• Lead employee development activities including onboarding, ongoing training, engagement, team meetings, annual reviews, and succession planning. Additional Responsibilities:
• Drive Continuous Improvement: Champion Lean and Six Sigma principles across service operations to increase productivity and eliminate inefficiencies.
• Cross-Functional Collaboration: Partner closely with Supply Chain, Quality, Regulatory, Sales, and Marketing to support end-to-end service strategies.
• Digital Tools & Analytics: Lead digital adoption and data-driven decision-making through use of ServiceMax, Salesforce, SAP, and business intelligence dashboards.
• Risk Management: Identify operational risks and lead mitigation strategies related to business continuity, quality escapes, and compliance violations.
• Customer Engagement: Support strategic customer discussions related to post-sale support, service quality, escalations, and repair strategies
• Capacity Planning: Forecast repair volume and adjust staffing, tools, and workflows to support future growth or shifting service demand.
• Contract Service Support: Support commercial service contract execution by ensuring contractual service levels are met and documented.
• Sustainability & EHS: Ensure compliance with environmental health and safety (EHS) requirements and drive sustainable repair practices including refurbishment and waste reduction.
• Benchmarking & Best Practices: Evaluate external benchmarks and implement best-in-class repair and service practices within the OKC Center.

What will you need to be successful?

Location: OKC

Education: Educated to a degree level or 5 years equivalent experience.

Experience:

• 8 years management or more experience in following disciplines: Depot Repair Servicing, Customer Service, Distribution and Manufacturing
• 3 years of Customer-Facing Escalation & Post-Sales Support - Proven ability to manage customer escalations, align repair operations to SLA requirements, and collaborate with commercial teams on service-related engagements.

Preferred Qualifications & Competencies:

• Engineering or technical background strongly preferred