Service Supervisor

Avantor•Manatí, PR

About The Position

The Opportunity: Oversees the day-to-day operational objectives within the equipment and instruments (E&I) services function through the supervision of a team of E&IS technicians. Sets daily priorities and objectives for the team, and ensures the successful execution of operational plans and results. Identifies and implements enhancements to work methods, driving improvements in the efficiency and effectiveness of the job area. Addresses challenges and issues like client complaints, and monitors other performance indicators to ensure E&I services comply with customer's and departmental standards. Collaborates with internal and external stakeholders to exchange information, engage others, and ensure alignment and support across the function. What we’re looking for Bachelor’s degree in Engineering, Electronics, Instrumentation, Chemistry, or related technical discipline, preferred 5+ years of experience in field of service calibration, instrumentation, or technical maintenance 3+ proven leadership experience managing or supervising technical teams, preferred Bilingual (Spanish and English), preferred Valid Driver’s license, required KNOWLEDGE SKILLS AND ABILITIES Strong background in supporting operations within regulated industries, including pharmaceutical, biotechnology, or medical device environments Intermediate computer skills (Office 365) Knowledge in calibration and instrumentation software: Empower, LIMS, and GMARS to support service operations, data management, reporting, and compliance activities in regulated environments Ability to handle technical tools and equipment related to calibration and maintenance activities Leadership and team development Customer Relations management Technical troubleshooting and instrumentation expertise Operational planning and resource management Analytical thinking and problem solving Regulatory and quality compliance awareness Strong communication and interpersonal skills How you will thrive and create an impact 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. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Requirements

Bachelor’s degree in Engineering, Electronics, Instrumentation, Chemistry, or related technical discipline, preferred
5+ years of experience in field of service calibration, instrumentation, or technical maintenance
3+ proven leadership experience managing or supervising technical teams, preferred
Bilingual (Spanish and English), preferred
Valid Driver’s license, required
Strong background in supporting operations within regulated industries, including pharmaceutical, biotechnology, or medical device environments
Intermediate computer skills (Office 365)
Knowledge in calibration and instrumentation software: Empower, LIMS, and GMARS to support service operations, data management, reporting, and compliance activities in regulated environments
Ability to handle technical tools and equipment related to calibration and maintenance activities
Leadership and team development
Customer Relations management
Technical troubleshooting and instrumentation expertise
Operational planning and resource management
Analytical thinking and problem solving
Regulatory and quality compliance awareness
Strong communication and interpersonal skills

Nice To Haves

Bachelor’s degree in Engineering, Electronics, Instrumentation, Chemistry, or related technical discipline, preferred
3+ proven leadership experience managing or supervising technical teams, preferred
Bilingual (Spanish and English), preferred

Responsibilities

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.
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.
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.
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.
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.
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.
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.