Tech Services Supervisor

6 days ago

Irvine, United States Ledgent Technology Full time

JOB DESCRIPTION

Summary of position:

The Technical Service Supervisor is responsible for overseeing and leading the technical service operations within the organzation. This includes managing a service team and related activities, ensuring compliance with regulatory requirements, providing technical support, and optimizing service operations to enhance customer satisfaction and safety. The role requires a strong background in electronic device technology, electronic component repair and replacement, troubleshooting, inventory management, leadership and training, and a deep understanding of quality and service management, preferably in the healthcare sector.

Essential Job Duties & Responsibilities but not limited to:

* Oversee the day-to-day operations of the technical service department to ensure timely and efficient execution of services (inspections, preventative maintenance, repairs, technical support, product complaints, etc.)
* Oversee the scheduling, execution, and quality of field service operations, including installations, repairs, preventative maintenance, training, and upgrades.
* Administer and expand the company's service agreement program to align with company objectives
* Ensure all technical service activities comply with relevant medical device regulations (FDA, ISO 13485, MDR, etc.) and internal quailty standards
* Maintain records and documentation of inspection and service activites to meet audit and regulatory requirements; assist in preparing for and supporting audits related to service processes and medical device safety
* Act as the primary point of escalation for complex technical issues related to medical devices
* Learn and conduct expert-level troubleshooting and guidance for the resolution of product issues
* Collaborate regularly with internal teams, including our German HQ, to address recurring issues and drive product and service improvements
* Identify opportunities for process improvements within the technical service operations to enhance efficiency and effectiveness
* Stay up-to-date with industry trends, new technologies, and regulatary changes affecting medical devices and service operations
* Lead initiatives to reduce costs and inefficiencies, improve response times and outputs, and increase customer satisfaction
* Foster strong working relationships with customers, both internal and external, to promote trust and satisfaction
* Ensure customer satisfaction by addressing inquiries and issues prompty and professionally
* Actively seek feedback from customers and internal teams to improve service offerings and resolve any service-related concerns
* Support new product launches and intitiatives by providing service insights and training
* Lead, mentor, and manage a growing team of service technicians and support staff
* Develop and deliver training programs to ensure authorized personnel have the necessary skills and knowledge to inspect and service medical devices effectively
* Conduct periodic performance evaluations, provide feedback, and support professional development within the technical service team
* Establish clear objectives and performance metrics for team members and report results on a regular cadence to Supervisor

Skills and Qualifications:

* Bachelor's degree in engineering, biomedical technology, or a related field. Advanced degrees or certifications in medical device technology, electrical, service management are a plus
* At least 5 years of experience in a technical service role preferably with within the medical device or healthcare industry, with a minimum of 1 year in a leadership position.
* Proven track record of managing and developing teams in a technical service environment
* Strong technical understanding of medical devices and equipment.
* Familiary with relevant regulatory standards (FDA, ISO 13485, MDR, etc.)
* Exceptional leadership and team management skills; must be a self-starter and self-reliant
* Excellent communication and interpersonal skills for customer and team interactions
* Ability to manage multiple tasks, prioritize effectively, and meet deadlines
* Analytical mindset with the ability to interpret data and drive strategic decisions
* Proficiency in service management software and tools
* Relevant certifications such as Certified Biomedical Equipment Technician (CBET) or Six Sigma Green Belt (or greater) are a plus
* Willingness to travel regionally, nationally or internationally (HQ in Germany), as required, to oversee service operations and support customers.

* Medical/Dental/Vision Health Plans
* 401(k) Retirement plus Company Match
* Vacation/Sick Leave/Company Paid Holidays
* Voluntary Flexible Spending Account
* Voluntary Short-term and Long-Term Disability Plans
* Fast paced environment with really cool co-workers
* Competitive Salary
(note: salary is dependent upon several factors including but not limited to years of experience, training, transferable skills, etc.)


Physical Requirements:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Disclaimer
This job description is not intended, and should not be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation. As such, the incumbent may perform other duties and responsibilities as required.


All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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