Supervisor, Technical Services

Position Summary  

The Technical Team Supervisor is responsible for the safety, quality, training and output of their teams by planning, leading, organizing and coordinating the activities of ICU Medical Service Operations to ensure the timely delivery of quality products to various internal and external customer.  Directly supports management through leadership of their teams. 

This position is 100% onsite at our Salt Lake City manufacturing facility. 

Essential Duties & Responsibilities 

• Leads and directs service technicians in setting direction and goals aligned to achieve business objectives in accordance with policy and procedures.  


• Manage and monitor compliance for the service cells / lines ensuring regulatory compliance with global regulations based on Quality System Requirements and ICU’s Quality Management System (QMS).  


• Coach employees on performance issues. Prepare and deliver performance reviews for team members. Select, train, coordinate and direct staff for optimum operation of the technical service area as required.


• Support internal and external audits to ensure that there are no non-conformances to the quality standards.  


• May oversee and participate in the preparation of records and data associated with the investigation and repair of field return devices. Records, evaluates and analyzes data and report findings related to repair operations and Service Metrics. Makes recommendations regarding results of analysis. May recommend new approaches to field return investigations and repair.


• This position is required to assure compliance of Company operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including knowledge of all standards, government occupational health and environmental regulations and statutes related to the site).


• Engage others, promote, and participate in Environmental, Health, and Safety initiatives, focusing on continuous improvement.


• Engage in operational effectiveness projects using Lean 6S methodology and tools.


• Other duties as assigned by leadership. 

 Knowledge, Skills & Qualifications 

• As a people manager, this role may typically be required to perform the following tasks: administrative duties, organizing employee schedules, monitoring and evaluating employee performance and leading team members.


• Comprehensive electromechanical product knowledge.


• Able to perform highly technical, complex tasks.


• Demonstrated ability to provide training and technical guidance to technicians. 


• Demonstrated ability to act as a liaison between the business unit and research and design and manufacturing engineering.


• Ability to identify impact of Change Orders (COs) changes on the business unit.


• Demonstrated ability to develop new approaches and techniques for troubleshooting and repairing field return devices and communicate those approaches with peers and other global Service Centers (Best Practice Sharing)


• Ability to enter and retrieve service history from the service database, run reports and analyze as needed to provide feedback to R&D Engineering and/or Sales and Service management as requested.


• Working knowledge of the Installed Base (IB) module within Oracle as well as the Service Workbench module.

Education and Experience  

• Associate degree preferred


• Preferred two-year vocational/technical diploma or equivalent Military training in Electronics or other technical disciplines.


• Minimum 2 years of relevant service or manufacturing operations experience, including 1+ years in a supervisory or leadership role.


• Past leadership or supervisory experience required


• Knowledge of ICU Medical devices and electronics principles preferred  

Minimum Qualifications 

• Must be at least 18 years of age.


• Above average experience using Microsoft Office programs such as Word, Excel, PowerPoint, Outlook and others. 


• Preferred supervisory experience in a Repair Center environment for electro-mechanical devices. 


• Preferred prior experience in a Medical Device Manufacturing or Servicing business. 

Physical Requirements and Work Environment 

• Job duties are office based in a service repair hub environment. 


• Must be able to lift 25lbs.


• Typically requires travel less than 25% of the time