Supervisor, Asset Retrieval

About the role

The Supervisor, Asset Retrieval oversees a team of Product Return Specialists who handle the retrieval and return of medical devices from Kestra's customers. This role involves supervising the team, ensuring all interactions are professional and timely, and driving performance through regular reviews and feedback.

Responsibilities

• Supervise team of specialists, including scheduling and performance evaluations
• Ensure all patient and customer engagements are courteous, empathetic, professional, and timely
• Communicate the product returns process and protocols to patients and team members
• Develop specialist training programs to enhance effectiveness, soft skills, and self-sufficiency
• Analyze performance, identify continuous improvement opportunities, and propose solutions
• Prepare reports and dashboards to inform leadership of team KPIs and quality measures
• Partner with team members to monitor daily return goals, reinforce priorities, and ensure targets are met
• Conduct quality call reviews, provide coaching and feedback, and reinforce service, compliance, and documentation standards
• Assign, monitor, and maintain team tasks to ensure timely completion, current priorities, and updated follow-ups
• Create materials for submission to Kestra’s controlled quality site for approval; review controlled documents with legal team as necessary
• Respond to day-to-day needs of the team
• Adhere to the Pledge of Confidentiality

Competencies

• Passion: Excitement about the company and commitment to continuous improvement
• Integrity: Commitment, accountability, and dedication to ethical standards
• Collaboration/Teamwork: Inclusive approach regardless of geography, position, or product/service
• Action/Results: High energy, decisive planning, and timely execution
• Innovation: Generation of new ideas from original thinking
• Customer Focus: Exceeding customer expectations, quality of products, services, and experience always in mind
• Emotional Intelligence: Recognizing, understanding, managing emotions, and influencing others effectively

Qualifications

• Education/Experience Required:
• Associate’s degree or four (4) years of equivalent work experience
• At least one (1) year of supervisory experience
• Demonstrated ability to develop and use inventory tracking tools
• Demonstrated ability to articulate and implement reverse logistics
• Demonstrated experience developing processes and training materials
• Proficient using Excel
• Preferred:
• Three (3) years of supervisory experience
• Experience supervising a Product Returns/Retrieval Team
• Experience with Salesforce

Supervisory Responsibilities

• Directly supervise Product Returns team members, including conducting performance reviews, providing feedback, and setting professional development goals

Work Environment

• Fast-paced, remote work from home office
• Extended hours when needed, including evenings and weekends
• Kestra manufactures and provides life-saving products regulated by the FDA and under contract with Medicare
• Kestra maintains a drug-free workplace and testing is a condition of employment

Physical Demands

• Frequent repetitive motions involving wrists, hands, and fingers, such as keyboard and mouse usage
• Frequent stationary position, often standing or sitting for prolonged periods
• Frequent computer use
• Frequent phone and other business machine use

Travel

• Occasional travel, domestic and international, may be required, less than 20%

Other Duties

• This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the Team Member. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.

Benefits

• Kestra offers a competitive benefit package including Medical, Dental, 401K with Match, etc.

Pay

• Annualized salary range: $80,000 - $100,000 plus bonus, depending on experience

Equal Opportunity Employer

Kestra Medical Technologies is an equal opportunity employer. We do not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.