Manager of Technical Services

Erbe USA Incorporated•Kennesaw, GA

16h

About The Position

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.

Requirements

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.
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.

Nice To Haves

Minimum 6+ years’ Erbe-specific experience strongly preferred.
strong preference for those with a high degree of proficiency with Microsoft Office products.

Responsibilities

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.