Manager, Technical Service Operations

Fresenius Kabi USA•Warrendale, PA

23h•Onsite

About The Position

The Technical Service Operations Manager leads LVP Service Depot operations in Warrendale and provides support to other service depots as needed, overseeing all pump repair activities. This role is responsible for overall depot performance, including repair execution, service order management, parts and asset control, and issue resolution. The position works cross functionally with Customer Service, Quality, Engineering, Facilities, and Supply Chain to ensure efficient, compliant service operations aligned with business objectives. The role is accountable for device serviceability through effective documentation, tools, parts availability, training, and repair quality, while driving key performance indicators and continuous improvement. The Manager leads and develops engineers, technicians, and support staff to build a high performing, scalable service organization.

Requirements

Bachelor’s Degree preferred with 5+ years experience in a customer facing operations environment and at least 1 year of management experience.
Must have demonstrated excellent leadership, interpersonal, planning and communication skills.
Ability to coach, mentor and provide effective feedback to team members.
Excellent communication skills (verbal and written).
Outstanding analytical, organizational and prioritization skills.
Excellent multi-tasking, problem solving and decision-making skills.
Ability to work independently, manage multiple priorities in a matrix environment, support complex team issues and team dynamics.
Ability to think innovatively and strategically.
Must be process and results driven with a focus on quality, accuracy, and timeliness.
Strong good PC skills (MS Office package) & SAP knowledge is preferred
Able to make decisions with limited information and independently at times
Strong team player – able to work cross functionally and collaborate in person and virtually

Nice To Haves

Medical device experience preferred

Responsibilities

Develop the LVP Service Depot team’s financial budget, strategic plan, targets, and performance objectives.
Measure and manage the day-to-day Depot operations that pertain to service call generation, spare part order management and device repairs. Oversee key areas such as call creation, order entry, data entry, oversight for internal operations activities such as staff utilization, depot repair purchase order receivables, workload volumes, throughput, and efficiencies.
Responsible for managing key employee-related activities including scheduling, timecards, time off approvals, development plans, performance management, compensation reviews, etc.
Provide service logistic support including service order updates and part order fulfillment, depot operations, new product launches, upgrades, and FCAs across North America operations.
Collaborate with appropriate teams to ensure accurate and efficient completion of service orders.
Partner with key stakeholders such as Customers, Distribution, Supply Chain, Quality, Sales, Marketing, INS Business Unit, Field Services, Finance, and external vendors to resolve issues and drive customer loyalty.
Support the CX Factor with direct ownership of the LVP Service Depot targets and results.
Accountable for employee compliance with established internal policies and practices.
Accountable for ensuring that functional talent management objectives are met. Develops plans to handle resource and staffing issues and be involved with recruiting, selection staffing, and retention of teams.
Responsible for periodic operational audits for LVP Service Depot teams.
Owner LVP Service Depot team processes including SAP SME role and ensuring processes are current and compliant (ex. Depot team member device training).
Adhere to all environmental, health and safety SOP’s, equipment, policies and procedures, including any department specific requirements.
Support strategic projects and embed a culture of continuous improvement to include identification and implementation of process improvements. All employees are responsible for ensuring the compliance to company documents, programs and activities related to the Health, Safety, Environment, Energy, and Quality Management Systems, as per your roles and responsibilities.