Inside Technical Service Supervisor (Chelmsford, MA)

Position Summary

Under limited direction will be responsible for supervising Inside field service activity and Inside service sales for Teleflex cardiac customers within the depot, hospitals, and other facilities across North America (US & Canada). This representative will partner with regional and territory sales managers, clinical specialists, and service personnel.

Principal Responsibilities

•    Execute technical engineering services comprised of Teleflex owned and existing customers, including installation, preventative maintenance, and corrective action maintenance, troubleshooting, PM, and repair in support of the Arrow Intra-Aortic Balloon Pumps
•    Document field service work, customer contact data, call data, and other service data for customers in the SAP field service management system (FSM) and any existing field service forms outside of FSM.         
•    Maintain thorough knowledge of Teleflex Interventional products, services offered, and the competition.
•    Co-ordinate and prepare all service equipment and materials for offsite technical trainings.
•    Provide customer technical support via phone, email, and when critical at the customer site.
•    Serve as subject matter expert for other Field Service representatives and as the voice of the customer for new product development efforts.
•    Ability to interact professionally with in-coming requests from cross functional team members and various hospital personnel requiring immediate technical support.
•    Manage service team expenses and consignment inventory efficiently to designated budgets.        
•    Ensure all training, certifications, and licensing requirements are met.                    
•    Provide voice of customer feedback to the sales, service, and marketing team            
•    Perform related duties and special projects as assigned.                        
•    Service call management, tracking and processing within SAP/FSM                     
•    Ensure compliance and maintenance of Service Records within the service modules (SAP/FSM)    
•    Prepare and present reports and various metrics of service activity and delivery. 
•    Manage physical Inventory count.                        
•    Maintaining calibration units for Field Technicians and ensure units are available for calibration. 
•    Lead and support customer training activities, in-person and remote                    
•    Maintain service procedures, related checklists, and service manuals.                    
•    Create and Submit ECO, CO, & ADCs through the appropriate system and approval process.         
•    React and Respond to CAPA and NC determinations.                            
•    Produce and distribute Field Chance Notice and technical tip documentation.            
•    Support harvesting program, refurbishment program, and maintaining sales equipment to satisfy sales and service requirements.                                            
 

Key Relationships / Interfaces

•    Regional and Territory Sales Managers                                    
•    Field Service Representatives                                        
•    SBU Service Personnel                                        
•    SBU Product and Marketing Managers                                    
•    Finance                                                
•    Operations                                                
•    Quality and Regulatory                                            
•    Product Development Engineers
 

Education / Experience Requirements

•    Previous experience leading and managing team members preferred.
•    7+ years of technical service experience in a hospital or corporate setting. 
•    Experience with balloon pumps preferred.
•    Bachelor degree in a related technical field or Advanced Certification License in a related field or 10 years of relevant technical service experience preferred.
•    Basic understanding of electrical and mechanical systems in medical devices
 

Specialized Skills / Other Requirements

•    Exceptional technical acumen.
•    Strong self-motivated, customer focused attitude.
•    Strong verbal, written communication skills.
•    Exceptional organizational and time management skills.
•    Ability to work within the constraints of a regulated industry.
•    Communicate in a positive, professional manner.
•    Understanding of overall healthcare environment/landscape.
•    Strong computer skills, especially MS Excel, Word, and PPT.
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