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Product Service and Repair Supervisor

2 months ago

Memphis, Tennessee, United States Bioventus Full time
About the Role

We are seeking a highly skilled Service Operations Manager to oversee the day-to-day operations of our Product Service and Repair department. This role involves direct handling of technical support inquiries, complaints, product maintenance and repairs, overseeing the loaner/demo program, and ensuring a seamless customer repair service experience.

Key Responsibilities
  • Customer Service and Support
    • Handle customer expectations, communication, and satisfaction for all preventive maintenance, service activities, and spare parts.
    • Provide first-level technical support, addressing customer support requests for service until resolution.
  • Repair Service Workflow Management
    • Implement company policy for damaged goods, exchanges, returns, warranties, etc.
    • Manage the repair service workflow, including overseeing issuing of RMA's, Demos, receiving products, updating customers, quoting repair costs, processing POs, and shipping products back to customers.
  • Collaboration and Communication
    • Collaborate with Engineering, Marketing, Manufacturing, Distribution, Territory Managers, Director of Sales, and Customer Support departments to resolve product and customer issues.
    • Prioritize repair tasks to meet departmental goals while ensuring high customer satisfaction.
  • Talent Management
    • Attract, develop and retain talent. Ensure focus and alignment with functional and company goals.
    • Provide employees with continuous feedback and coaching using talent-and-performance management tools.
Requirements
  • Education and Experience
    • Associate degree or equivalent technical experience; Bachelor's degree preferred.
    • Minimum of 5 years' experience in service/support/repair/engineering roles, preferably in the medical device/equipment field.
  • Skills and Qualifications
    • Strong use and knowledge of SAP.
    • Strong oral and written (technical) communication skills.
    • Ability to maintain professionalism in customer interactions.
    • Detail-oriented with a proven track record of technical problem-solving and commitment to delivering technical excellence in customer service.
About Bioventus

Bioventus is committed to fostering an inclusive and diverse community of employees with a strong sense of belonging. We believe we are bettered by all forms of diversity and take pride in working with top talent from every walk of life. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, disability, gender, veteran status, gender expression, gender identity, nationality, race, religion or sexual orientation. All individuals, regardless of personal characteristics, are encouraged to apply.