Supervisor, Field Service
Supervisor, Field Service
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Federal Applicant Rights - English
Federal Applicant Rights - Spanish
Essential Responsibilities:
Team Leadership & Development
Supervise and mentor field service personnel responsible for installations maintenance software updates and repairs.
Manage team schedules workload distribution and performance evaluations.
Foster a culture of accountability safety and continuous improvement.
Directs the flow of information between pertinent departments and the field service team.
Assesses and develops training together with the head of technical services for customers and technical service employees.
Service Operations
Oversee field service activities including installations preventive maintenance troubleshooting and repairs.
Ensure timely resolution of service issues and adherence to service level agreements (SLAs).
Monitor and report on key performance indicators (KPIs) such as uptime response time and customer satisfaction.
Assist with the development and implementation of department procedures.
Customer Relationship Management
Act as a point of escalation for complex technical issues and customer concerns.
Build strong relationships with hospital staff biomedical engineers and Erbe Sales and Marketing Personnel.
Ensure a high level of professionalism and responsiveness in all customer interactions.
Compliance & Documentation
Ensure adherence to company policies and safety standards.
Maintain accurate service records reports and documentation.
Support audits and quality assurance processes as needed.
Works with Service Administration to ensure all field test equipment are within compliance.
Cross-Functional Collaboration
Work closely with Sales Marketing and Product Management teams to relay customer feedback and support product improvements.
Participate in training programs and technical workshops to stay current with product updates and industry trends.
Back-up Responsibilities
- Provides daily departmental leadership/guidance in the absence of manager.
- Responds to Customer Terms & Conditions of Purchase in managers absence
- Assists demo pool rotation and scheduling efforts in coordinators absence.
- Verifies system configurations are current in coordinators absence.
- Provides feedback to manager regarding performance appraisals.
Supervisory Responsibility: This position has supervisory responsibilities for field service technicians.
Work Environment: This position operates in a professional office environment and routinely uses office and technical equipment typical of similar positions.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job prolonged periods of sitting at a desk and working at a computer are routinely required. Also typical of this position is the needed ability to lift up to 30 pounds at times.
Position Type and Expected Hours of Work: This is a full-time position. Our hours of operation are Monday through Friday 8:30 a.m. to 5 p.m.; however work outside those hours may be required as job duties demand including some work on weekends.
Travel: This position requires periodic travel in conjunction with field service demands as well as to trade shows courses and key customer accounts. Some international travel is included in this position. The estimated rate of travel is approximately 50%.
Required Education and Experience
A technical degree or higher level of education in electronics or related field required.
Minimum 7 years experience with increasing responsibility required; experience must be in medical device or other related healthcare industry (i.e. hospital biomedical engineer).
Considerable experience with field service work and employees required.
Minimum 6 years Erbe-specific experience strongly preferred.
Position Requirements
Must have demonstrated communications skills both verbal and written as well as excellent facilitation skills.
Strong interpersonal skills to facilitate participation in interdepartmental management team.
Must possess strong analytical skills and the ability to communicate complex information effectively that provides viable solutions to problems.
Excellent time management skills with a proven ability to meet deadlines required.
Ability to prioritize tasks and to delegate them when appropriate.
Must be able to work independently and use sound judgment to make decisions
Demonstrated excellent computer skills required; strong preference for those with a high degree of proficiency with Microsoft Office products. Proficiency with service-related or inventory control software required.
Competencies
Problem Solving/Analysis.
Results Driven.
Detail Orientation.
Customer Focus.
Technical Capacity.
Communication Proficiency.
Additional Eligibility Qualifications: None required for this position.
Work Authorization/Security Clearance: Employees must be legally authorized to work in the United States. Employee must not be specifically barred from working with Federal contracts government entities or otherwise listed on excluded parties list as maintained by the Federal government.
AAP/EEO Statement: Erbe employees and applicants for employment are protected by federal laws Presidential Executive Orders and state and local laws designed to protect employees and job applicants from discrimination on the bases of race religion color sex (including pregnancy gender identity and sexual orientation) parental status national origin age disability family medical history or genetic information political affiliation military service or other non-merit-based factors. These protections extend to all management practices and decisions including recruitment and hiring practices appraisal systems promotions and training and career development programs.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
At-Will Employment: This position description does not constitute a contract or guarantee employment for any specified time. The company may exercise its employment-at-will rights at any time.
Required Experience:
Manager
Employment Type
Full-Time
