Technical Support Supervisor

Technical Support Supervisor

Requirements

• Bachelor’s degree is preferred, OR Associate degree plus 5 years of experience in field service-related role, OR minimum of 8 or more years’ experience in field service-related role, if no degree.
• Previous supervisory or team leadership experience required.
• Ability to communicate vision and align staff performance; establish goals and standards for staff; build customer relationships; work as a team player with others; coach and develop staff; recognize and reward staff performance; and follow-up and follow through on commitments and self and staff work assignments.
• Adapts to new technologies and is comfortable with Microsoft Office.
• Valid driver’s license and driving record that meets company standards and state requirements.
• Good written and verbal communication skills.
• Identify problems and implement solutions, work independently, manage time effectively, and resolve conflict.
• Ability to read, comprehend, interpret, analyze, and apply technical information including but not limited to technical manuals, technical bulletins, schematics, etc.
• Basic mathematical skills related to calculating/analyzing weights and measures, volume, distance, etc.

Responsibilities

• Facilitate and attend monthly safety meetings.
• Demonstrate a proactive approach to safety awareness and compliance.
• Sustain a clean and safe work environment, including 5S activities.
• Ensure safety training, meeting and medical testing requirements are kept up to date; ensure that standard work is followed.
• Successfully complete all required safety and compliance learning modules on a timely basis.
• Ensure all assigned staff complete all required safety and compliance learning modules on a timely basis.
• Identify safety concerns and correct as necessary.
• Select, train, and ensure optimum team performance.
• Create an environment that supports a diverse work group.
• Establish good working relationships with sales team, as well as with other departments, external customers, and suppliers (Ensure cross-functional cooperation and success).
• Development of staff and self through regular meetings and one-to-one interfacing.
• Maintain a high-performance workforce.
• Execute change initiatives.
• Create environment for open, continuous, and proactive communication.
• Ability to conduct effective, oral presentations of information to customers and coworkers which may include hospital staff and caregivers, product demonstrations, team meetings, feedback of field activities, and cross-training of coworkers to complete both service center and field functions.
• Direct responsibility for assigned site inventory accuracy.
• Ensure quick and accurate work order completion.
• Demonstrate, instruct, and ensure the strict compliance with all federal, state, and local regulations and company policies.
• Support the implementation of all continuous improvement initiatives.
• Directly responsible for the achievement of all key and operational measures at assigned location.
• Prepare business cases to justify personnel or equipment requirements and be involved in the acquisition of those requirements.
• Direct responsibility for service revenue generation and compliance of service contract performance.
• Ensure effective and efficient utilization of all resources and assets.
• Initiate and monitor all local expense controls.
• Ensure the appropriate utilization and optimal deployment of all parts and equipment.
• Achieve customer satisfaction through related metrics.
• Work with sales team to present business reviews to customers as needed.
• Identify and resolve problems, effectively and expeditiously.
• Develop and maintain effective relationships with internal and external customers.

Preferred Qualifications

• Previous experience working with medical devices in a hands-on environment preferred.
• Experience working with FDA regulated products preferred.
• Schedule flexibility/on-call as required.
• Occasional overnight travel may be required.