About this role
Essential Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Manages the day-to-day operations of the Technical Services department, ensuring service objectives, productivity standards, and customer expectations are consistently achieved.
• Supervises and develops Technical Services personnel through coaching, training, performance management, and ongoing professional development to build a high-performing technical team.
• Supports the Director of Technical Services in executing departmental initiatives, operational priorities, and continuous improvement efforts.
• Ensures repair, preventive maintenance, calibration, hardware/software upgrades, and other technical service activities are completed accurately, efficiently, and in accordance with established procedures and quality standards.
• Monitors departmental workflow and resource allocation to optimize turnaround times, productivity, and service quality while assisting with workload prioritization and staffing needs.
• Collaborates with the Director to implement quality system requirements and ensures compliance with applicable FDA, ISO, and company policies and procedures.
• Supports quality investigations, corrective actions, and process improvements by identifying operational trends, documenting findings, and assisting with the implementation of corrective measures.
• Oversees technician training and competency programs, ensuring required technical certifications, training records, and qualification documentation are maintained.
• Coordinates educational programs for biomedical engineers and other customers by assisting with curriculum development, training logistics, and instructor assignments.
• Partners with Service Administration to ensure device history records, calibration records, service documentation, and departmental files are complete, accurate, and audit ready.
• Collaborates with Director and cross department teams to identify and resolve technical issues, improve service delivery, and support new product introductions.
• Assist the Director in analyzing service metrics, equipment performance, customer feedback, and operational trends to identify opportunities for continuous improvement and support management reporting.
• Serves as the primary operational escalation point for complex technical issues and customer concerns, coordinating timely resolution with internal stakeholders and global technical resources.
• Recommends and implements process improvements that enhance operational efficiency, service quality, regulatory compliance, and the overall customer experience.
• Maintains technical proficiency by performing advanced repairs, testing, calibration, software updates, and hardware upgrades as necessary to support departmental operations and mentor technical staff.
Required Education and Experience
• A technical degree or higher level of education in electronics or related field is 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 technical service work experience in a supervisory role 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.