Technical Service Supervisor

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Supervise and coordinate the daily activities of Technical Service personnel, including workload management, scheduling, training, performance management, and employee development.
• Oversee the repair, troubleshooting, refurbishment, calibration, and testing of medical devices and associated equipment, ensuring timely processing of service requests, repairs, returns, and field service activities.
• Partner with Customer Service and provide technical escalation support to ensure timely resolution of customer issues and effective communication regarding service requirements and repair status.
• Develop, monitor, and report on key service performance indicators, and drive continuous improvement initiatives to enhance service quality, productivity, turnaround times, and customer satisfaction.
• Establish departmental goals and monitor team performance against established objectives.
• Develop and maintain service procedures, work instructions, and training materials.
• Manage service inventory, spare parts, repair tools, and test equipment to ensure operational readiness.
• Conduct hiring, onboarding, coaching, performance evaluations, and disciplinary actions in partnership with Human Resources while fostering a culture of accountability, teamwork, quality, and continuous improvement.

MINIMUM QUALIFICATIONS

• Associate's degree in Biomedical Equipment Technology, Engineering Technology, Electronics or a related technical field required.
• Minimum of 5 years of experience successfully managing biomedical equipment repair, a repair depot, manufacturing support, or a related field.
• Knowledge of electronic, electro-mechanical, and medical device systems, with the ability to interpret technical drawings, schematics, and service documentation.
• Strong technical troubleshooting, analytical, problem-solving, continuous improvement, and organizational skills.
• Proven supervisory or leadership experience.
• Effective verbal and written communication skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with ERP systems, Microsoft Office Suite, and service management tools.
• Proof of Hepatitis B vaccinated or agreement to complete the vaccination process.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Engineering, Biomedical Engineering Technology, or related field.
• Experience supporting FDA-regulated medical devices.
• Experience with ISO 13485 Quality Management Systems.
• Leverage Lean Manufacturing or Continuous Improvement experience.
• Experience with ERP systems and service management software.
• Experience supporting global customers and distributors.
• RSES Certification