Technical Services Supervisor

The Opportunity

Supervisor II, Equipment & Instruments Services

Leadership & Team Development

• Supervise, mentor, and develop a team of service technicians.
• Establish clear performance expectations and conduct regular performance evaluations.
• Promote a culture of accountability, safety, and continuous improvement.
• Identify training needs and support technician certification and technical development.
• Participate in recruiting, onboarding, and retention strategies for technical talent.

Service Operations Management

• Plan and coordinate daily service operations including calibration, maintenance, repair, and installations.
• Optimize technician schedules, workload distribution, and resource utilization.
• Ensure adherence to service procedures, safety protocols, and operational standards.
• Monitor service performance and implement corrective actions when necessary.

Customer Experience & Relationship Management

• Maintain strong relationships with key customers within pharmaceutical, biotechnology, and regulated industries.
• Serve as escalation point for complex service issues.
• Participate in customer meetings to review service performance and address improvement opportunities.
• Ensure timely resolution of customer complaints and service issues.

Technical Oversight

• Provide advanced technical guidance on troubleshooting, diagnostics, and equipment repairs.
• Ensure technicians follow proper calibration and testing procedures aligned with manufacturer specifications and metrology standards.
• Support complex technical interventions when required.

Quality, Compliance & Safety

• Ensure compliance with GMP, ISO standards (including ISO 17025 where applicable), and internal quality procedures.
• Maintain accurate documentation of service activities and calibration records.
• Support internal and external audits and ensure corrective actions are implemented.

Operational Performance & KPI Management

• Monitor and analyze key service metrics such as service productivity, equipment uptime, turnaround time, customer satisfaction and quality indicators.
• Develop and implement improvement initiatives to enhance operational performance.

Business Support & Strategic Contribution

• Identify opportunities to improve service delivery and operational efficiency.
• Support business development initiatives by identifying service opportunities with existing customers.
• Contribute to strategic initiatives that strengthen the service organization.
• Performs other duties as assigned.