Technical Service Supervisor

The Technical Service Supervisor is responsible for leading the daily operations of the Medical Service department, ensuring timely and effective repair, maintenance, and support of Gentherm Medical products. This position supervises service technicians, coordinates service activities, drives continuous improvement initiatives, and ensures compliance with quality system regulations and company procedures. The Technical Service Supervisor serves as a key liaison between customers, Quality, Regulatory Affairs, Operations, Engineering, and Sales teams to ensure exceptional customer support and product reliability.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Supervise and coordinate the daily activities of Technical Service personnel, including workload management, scheduling, training, performance management, and employee development.
• Oversee the repair, troubleshooting, refurbishment, calibration, and testing of medical devices and associated equipment, ensuring timely processing of service requests, repairs, returns, and field service activities.
• Partner with Customer Service and provide technical escalation support to ensure timely resolution of customer issues and effective communication regarding service requirements and repair status.
• Investigate product failures and recurring service issues, collaborating with Engineering, Quality, and Manufacturing to identify root causes, implement corrective actions, and provide field feedback to support product improvements.
• Ensure compliance with FDA, ISO 13485, Quality System Regulations (QSR), and company procedures through accurate documentation, record review, complaint investigations, CAPA activities, and nonconformance management.
• Develop and maintain service procedures, work instructions, and training materials.
• Manage service inventory, spare parts, repair tools, and test equipment to ensure operational readiness.
• Develop, monitor, and report on key service performance indicators, and drive continuous improvement initiatives to enhance service quality, productivity, turnaround times, and customer satisfaction.
• Conduct hiring, onboarding, coaching, performance evaluations, and disciplinary actions in partnership with Human Resources while fostering a culture of accountability, teamwork, quality, and continuous improvement.
• Establish departmental goals and monitor team performance against established objectives.

MINIMUM QUALIFICATIONS

• Associate's degree in Electronics, Biomedical Equipment Technology, Engineering Technology, or a related technical field required.
• Minimum of 5 years of experience successfully managing technical service, biomedical equipment repair, manufacturing support, or a related field.
• Proven supervisory or leadership experience.
• Strong technical troubleshooting, analytical, problem-solving, and organizational skills.
• Knowledge of electronic, electro-mechanical, and medical device systems, with the ability to interpret technical drawings, schematics, and service documentation.
• Effective verbal and written communication skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with ERP systems, Microsoft Office Suite, and service management tools. 
• Proof of Hepatitis B vaccinated or agreement to complete the vaccination process.

PREFERRED QUALIFICATIONS

• Bachelor's degree in Engineering, Biomedical Engineering Technology, or related field.
• Experience supporting FDA-regulated medical devices.
• Experience with ISO 13485 Quality Management Systems.
• Lean Manufacturing or Continuous Improvement experience.
• Experience with ERP systems and service management software.
• Experience supporting global customers and distributors.
• RSES Certification