Supervisor, Technical Support-Getinge

Job Description

Job Title: Supervisor, Technical Support

Company: Getinge

Location: Detroit, MI

Pay: $90000 – 110000 per year

AI Pay Analysis: The hourly rate for a “Supervisor, Technical Support” position in Detroit, MI, translating to an annual salary of approximately $90,000 to $110,000, is generally competitive within the industry, especially given the region’s cost of living and demand for technical support roles. According to salary data and industry benchmarks, such positions typically offer salaries ranging from $70,000 to $100,000 or more, depending on experience and specific job responsibilities. Considering factors such as the increasing complexity of technical support and the leadership responsibilities of a supervisory role, this compensation aligns well with current industry standards, making it an attractive opportunity for qualified candidates in the area.

Job description:

With a commitment to accessibility and innovation, Getinge is dedicated to making life-saving technology available to more individuals. Our mission is to make a genuine impact for our customers and ultimately save more lives. To achieve this, we seek collaborative team members, forward-thinking individuals, and innovative game changers. If you are in search of an inspiring career, you have come to the right place.

Job Overview
The Supervisor of Technical Support plays a crucial role in overseeing the support for all DHS products, including T-DOC, Tegris, Torin, and Fleet View. This position is responsible for resource allocation, identifying process gaps, maintaining schedules, and approving time off and worked hours. The Supervisor will maintain an overarching view of other service activities relevant to daily operations and implement strategic adjustments to ensure best-in-class service for both internal and external Getinge customers. In addition, the Supervisor will lead ongoing departmental projects, manage tool utilization (Master Schedule, ServiceNow, and Teams), oversee customer call and email queues, and offer expertise to enhance team performance.

Job Responsibilities and Essential Duties

• Manage the DHS Operations Support schedule (Master Schedule) and assess performance to ensure optimal coverage during both peak and non-peak support hours, including coordination of ServiceNow and phone coverage, while approving overtime as necessary.
• Supervise the DHS Support Specialist team, prioritizing daily operations while taking part in hiring decisions, training, employee development, and establishing performance goals.
• Communicate and enforce compliance with established divisional performance metrics, holding staff accountable for adherence.
• Coach and guide team members for professional development.
• Oversee staff performance management, offering mentorship and development opportunities.
• Produce regular reports on DHS Support performance statistics and trends.
• Manage DHS Support email inboxes and phone queues to ensure all requests receive timely responses in alignment with standard operating procedures (SOP).
• Analyze and report on the performance of DHS Support channels, identifying trends and common failure points.
• Deploy DHS Support Specialists efficiently to meet customer needs and resolve technical escalations.
• Collaborate with other departments to drive process improvements that ensure seamless customer support.
• Organize product field corrective actions in association with SWIC service management and DHS marketing as necessary.
• Manage technical documentation and recommend changes to SOPs to management as required.
• Collaborate directly with business units on the rollout of new products, technical literature, or sustaining engineering as necessary.
• Perform other related duties as assigned by the Director of DHS Operations.

Minimum Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Preferably experienced in the medical devices industry with a focus on customer service, technical execution, regulatory compliance, and quality.
• Experience in a Sterile Processing or Operating Room environment is preferred.
• Prior supervisory experience is preferred.

Required Knowledge, Skills, and Abilities

• Exceptional customer service skills.
• Strong interpersonal and verbal/written communication abilities.
• Positive and proactive demeanor with the capacity to prioritize tasks in a fast-paced environment.
• Familiarity with technical escalation and support practices.
• Ability to interpret and analyze data from computer-generated reports and written documentation.
• Effective leadership capabilities in scheduling and monitoring performance.
• Proven ability to work under limited supervision and assist in training and coaching others.
• Proficiency in SAP and Microsoft Office Suite.

Supervision/Management of Others

• Oversee the Support Specialist team and vendor contractors fulfilling Service Level Agreement requirements.

Internal and External Contacts/Relationships

• Collaborate with the Field Service team, Sales team, other internal departments, and Getinge Leadership, as well as engage with external customers.

Environmental/Safety/Physical Work Conditions

• Responsible for adhering to the Environmental Policy to minimize potential impacts related to work activities.
• Proactively identify and communicate potential improvements to management aimed at reducing environmental impact.
• Ensure compliance with the Health and Safety Policy by recognizing risks associated with work activities.
• Ability to perform physical tasks associated with the role, including travel to customer sites.
• Willingness to travel approximately 20% annually by car or aircraft to customer sites across the United States and Canada (valid Passport and driver’s license required). Periodic international travel may be necessary for training purposes.

The salary range for this position is between $90,000 and $110,000, with an additional 10% bonus based on experience and geographical location.

At Getinge, we believe that equitable access to quality care is a fundamental right. We provide hospitals and life science institutions with innovative products and solutions designed to enhance clinical outcomes and optimize operational workflows. Our offerings span intensive care, cardiovascular procedures, operating rooms, sterile reprocessing, and life sciences. With over 12,000 employees globally, our products are available in more than 135 countries.

Reasonable accommodations are available upon request for candidates participating in all aspects of the selection process.

Job Posting Date: Sun, 26 Jan 2025 04:19:39 GMT

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