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This is what we do.

Here at Breas you get the chance to help in developing products that really matter.
Medical centers all over the world rely on our ventilators to treat a variety of neuro muscular and lung related diseases. What we do here matters. Every day. If you want to do work that matters, we would love for you to be a part of our team.

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Job title: Customer Care Manager
Job category: Sales
Location: Boston
Apply by: 2026-03-27
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  • Purpose of the role
    • The Customer Care Manager position is the focal point for all customer facing service-related matters within Breas Medical Americas. as well as potential for global customer service leadership.
      The position leads the Customer Service department located in the U.S. with primary focus on the Americas, with potential to lead the global customer service team.

      The Customer Care Manager is a natural part of Breas Medical’s customer facing support activities in the market, to provide the management team with clear view of Customer Service as a business and leads the Americas team to ensure support readiness and high level of customer satisfaction. Ensures that our commercial support processes are up-to-date and are implemented in alignment with global processes and Americas regional nuances in the business.
      • Lead a continuous improvement philosophy in all department activities and functions
      • Lead the Customer Service team(s)
      • Ensure the Americas commercial support teams are equipped to provide best-in-class service solutions to customers
      • Implement service solutions and contracts with customers
      • Provide periodic service audits for contracted customers 
      • Implement customer service solutions as commercial support for sales, marketing and service
      • Handle all customer related price files within ERP and CRM. Ensure pricing integrity within Americas region.
      • Report Service metrics to the local G.M.(s)
      • Report Customer Service metrics to the local G.M.(s)
      • Plan and execute new service offerings to ensure these are key selling points for Breas
  • Responsibilities
    • • Lead the operations of Customer Service team
      • Ensure correct use of CRM for all inbound and outbound customer communications (eg MS Dynamics and/or Freshdesk)
      • Ensure correct use of complaint handling processes (eg JIRA)
      • Ensure current use of Sales Order processes (eg JDE)
      • Closely co-operate with Production, Quality and other departments (e.g. R&D)
      • Set the right focus and prioritize the repairs for the Service team
      • Provide metrics for a Americas Region view point, supporting the GM in the businesses
      • Communication with regions, solving issues related to service
      • Report key issues to QARA, Engineering and work together on solutions
      • Improve customer service processes
      • Maintain service contracts with distributors and customers
      • Maintain customer pricing and contract integrity for all Breas products and services
      • Complaint Handling
  • Authority
    • Lead Service department in the Americas with potential to manage the global market
      Lead Customer Service department in the U.S.
      Individual and team competences and make decisions on needed skills and profiles
      Customer Service processes
  • Minimum Key Requirements
    • - B.S. or relevant degree is required.
      - M.S. or relevant degree is a plus
      - Minimum of 5 Years Supervisory or Management experience required
      - Experience working with a medical device manufacturer a plus

Our office is located in North Billerica, MA. 


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Breas has been awarded the Together Tech “Better World Developer Award” for the development of the Vivo 1-2-3 platform. Read more here:
Breas is Better World Developer 2020

 

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