Supervisor, Technical Support

Job Overview

The Supervisor, Technical Support is responsible for the support of all DHS products (T-DOC, Tegris, Torin and Fleet View), including allocating resources, identifying gaps in process, maintaining schedules, and approving time off and hours worked. The position maintains a high-level overview of other service activities as they relate to daily operations and implements effective adjustments to provide best-in-class service to internal and external Getinge customers. The Supervisor, Technical Support will lead on-going projects in the department, maintain tool usage (Master Schedule, ServiceNow, and Teams), manage customer call and email queues, and provide expertise and knowledge for improvement and guidance to other team members. The position is responsible for escalating support cases to DHS BA Support and Research & Development (R&D) to provide oversight and communication to internal and external customers.

Job Responsibilities and Essential Duties

• Maintain DHS Operations Support schedule (Master Schedule) and monitor performance to ensure adequate coverage during peak and nonpeak support hours (ServiceNow and phone coverage), and approve overtime as needed to ensure coverage is maintained and requests are answered in a timely manner.
• Manage, supervise, and prioritize the day-to-day performance of the DHS Support Specialist team including hiring decisions, training, employee development, and the establishment and evaluation of goals and performance objectives.
• Communicate and drive compliance to established divisional performance metrics as required and hold staff accountable for compliance.
• Provide coaching and guidance to team members.
• Responsible for performance management, development and mentoring of staff.
• Provide status reporting of DHS Support performance statistics and trends.
• Manage DHS Support email inboxes, phone queues, and other avenues to see that all requests receive a response in accordance with standard operating procedures (SOP).
• Provide status reporting of the DHS Support email inboxes, phone queues and other data points including trends and common failure points.
• Deploy DHS Support Specialists in the most efficient and cost-effective manner that will satisfy customer needs and bring resolution to technical escalations.
• Partner with other groups and departments to develop process improvements with the goal of providing seamless and professional customer support to both our internal and external customers.
• Organize product field corrective actions in conjunction with SWIC service management and DHS marketing as required.
• Manage technical documentation through available resources and recommend SOP changes to management as necessary.
• When required, work directly with the business unit on activities related to new product rollout, technical literature, or sustaining engineering.
• Communicate and drive compliance to established divisional performance metrics as required, and hold staff accountable for compliance.
• Perform other related duties as required or assigned by the Director, DHS Operations.

Minimum Requirements

• Bachelor's Degree or equivalent combination of education and relevant experience.
• Experience in the medical devices industry preferred, with emphasis on customer service, technical execution, regulatory compliance, and quality.
• Experience in either Sterile Processing or Operating Room environment preferred.
• Prior supervisory experience preferred.

Required Knowledge, Skills and Abilities

• Excellent customer service skills.
• Strong interpersonal and verbal/written communications skills.
• Positive, proactive outlook and demeanor, with ability to prioritize tasks in a fast-paced environment.
• Working knowledge of technical escalation and technical support practices and procedures.
• Must be able to interpret and manipulate data from computer-generated reports, software programs, and written correspondence.
• Effective leadership skills in scheduling and monitoring performance.
• Demonstrated ability to work under limited supervision and assist with training and coaching of others.
• Intermediate skills in SAP and Microsoft Office products.

Supervision/Management Of Others:

• Support Specialist team and vendors.
• On Customer Site Contractors filling Service Level Agreements requirements.

Internal and External Contacts/Relationships

• Field Service team, Sales team, other internal departments, and Getinge Leadership.
• Getinge's external customers.

Environmental/Safety/Physical Work Conditions

• Responsible for understanding and conforming with the Environmental Policy to ensure that significant environmental aspects that relate to actual or potential impacts with their work are executed to minimized the effects on the environment.
• Responsible for bringing to the attention of management any potential improvements that could reduce our environmental impact or to report activities that could result in a negative impact to the environment.
• Responsible for understanding and conforming with the Health and Safety Policy to ensure that the significant risks that relate to actual or potential hazards with their work are identified.
• Must be able to perform physical aspects of the job, including travel to customer sites.
• Must travel on average 20% annually by car or aircraft to customer sites through the United States and Canada (must have current Passport and valid driver's license.) Periodic international travel may be required for training purposes.

The salary range for this position is from $90,000-110,000 with a 10% bonus, depending on experience and location.

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