Supervisor, Channel Services

TRIMEDX • Indianapolis, IN

1d • Hybrid

About The Position

The Supervisor, Channel Services leads project management initiatives to deliver superior customer service and operational excellence by directing a team of Field Service Engineers (FSEs) in the execution of contracted equipment service programs. This position manages day-to-day field operations, tracks project milestones, and ensures FSE teams meet performance, compliance, and quality standards. The Supervisor maintains strong customer relationships, serves as the primary communication link between field teams and leadership, and ensures services align with regulatory and contractual requirements. This position may include a hands-on service component as needed. Location: Indianapolis, IN preferred; Candidates must currently reside in the Eastern or Central time zones with close proximity to a major airport. Candidates must have the ability to travel nationally as needed, including to our Indianapolis, IN Central Office.
· Relocation is not available for this position
· Immigration sponsorship not available for this position

Requirements

• Minimum 2 years’ experience in field service, biomedical equipment, or a related healthcare technology environment required, or equivalent experience.
• Demonstrated project management skills including scheduling, resource coordination, milestone tracking, and issue escalation.
• Advanced proficiency in Microsoft Office applications required; familiarity with CMMS/work order systems a plus.
• Ability to manage day-to-day FSE operations while maintaining a long-term view of project and account performance.
• Strong leadership, organizational, and time management skills with the ability to make sound decisions in a fast-paced environment.
• Demonstrated ability to lead, motivate, and develop field-based teams.
• Ability to perform basic financial analysis including budget oversight, expense tracking, and cost control.
• Strong written, verbal, and presentation communication skills.
• Ability to synthesize information from multiple sources to drive decisions and recommendations.
• Excellent interpersonal and customer relationship management skills.
• Must be able to lead others, execute company policies and strategies, build cross-functional relationships, and mentor FSEs.
• Associate degree or equivalent experience required. Electronics, biomedical technology, or related technical discipline preferred; equivalent military training considered.

Nice To Haves

• Experience leading or supervising field service engineers or technicians preferred.
• Bachelor’s degree or equivalent experience preferred.
• Technical certifications such as A+, CBET, CRES, CLES, or CCE preferred.
• Preferred background includes prior experience as an Assistant Site Manager (ASM), Senior Field Service Engineer, or equivalent team lead role.

Responsibilities

• Apply technical expertise in medical equipment service and project execution to oversee field operations and provide clear direction to FSE teams.
• Motivate and recognize team members through praise, performance-based rewards, and a culture of accountability.
• Manage personnel scheduling and territory assignments to ensure optimal field coverage and service responsiveness.
• Conduct semi-annual and annual FSE performance evaluations; provide ongoing coaching, mentoring, and corrective action as needed.
• Drive associate development by identifying growth opportunities and connecting team members with internal and external resources.
• Participate in the hiring and onboarding process for new FSEs and support staff.
• Build and maintain strong relationships with customer stakeholders through effective communication and conflict resolution.
• Influence operational change through data-driven recommendations to leadership.
• Lead and manage FSE project assignments, ensuring service requests and work order tasks are executed on time and within scope.
• Serve as the primary project management point of contact for field service activities, tracking milestones, deliverables, and FSE task completion across assigned accounts.
• Apply sound judgment and company policy to resolve day-to-day operational challenges and escalated field issues.
• Identify root causes of recurring equipment or process problems; drive corrective action through the FSE team.
• Manage test equipment and personal stockrooms, including annual physical inventory.
• Develop and refine service strategies with a continuous improvement mindset; provide operational metrics to TRIMEDX leadership.
• Participate in Quarterly Value Reviews (QVRs) and system-level operational meetings.
• Manage project KPIs ensuring compliance to contractual obligations.
• Support work order approval workflow and coordinate vendor service request approvals.
• Recommend and implement corrective actions identified through continuous improvement initiatives.
• Collaborate with customers and vendor partners to develop mutually beneficial service solutions and project plans.
• Monitor equipment modality performance against established financial and service benchmarks.
• Participate in customer leadership meetings representing Channel Services capabilities and project status.
• Fill in for the Channel Services Manager as needed to ensure operational continuity.
• Schedule and level workload across the FSE team to optimize daily field operations.
• Identify department trends and implement sustainable long-term solutions.
• Manage on-call rotations and after-hours FSE coverage within the scheduling system.
• Evaluate and approve parts requests and on-site/off-site vendor service requests.
• Manage Key Performance Indicators including expense control, customer satisfaction, and associate engagement.
• Supports upper management from a tactical standpoint; may spend up to 25% of time performing hands-on FSE work.
• Support single or multiple customer projects.
• Provide clear direction to ensure collective achievement of project goals and service objectives. Create an environment of respect, collaboration, and open communication.
• Identify and support development needs of direct reports and team members, connecting them to resources to ensure a culture of continuous improvement.
• Foster high levels of engagement by understanding organizational and individual drivers and developing action plans that improve team motivation and retention.
• Set clear goals and expectations, monitor progress, and intervene with appropriate action when performance gaps occur. Provide timely, honest feedback and ensure deadlines are met.
• Travel may be required based on customer or business needs.
• All other duties as assigned.

Benefits

• We are committed to cultivating a workplace culture where every associate feels valued, supported, and empowered to thrive.
• This culture reflects our belief that our people are our foundation, their well-being is essential, and shared success is built through meaningful work, recognition, and opportunities for growth.
• We embrace people’s differences which often include age, race, color, ethnicity, gender, gender identity, sexual orientation, national origin, education, genetics, veteran status, disability, religion, beliefs, opinions and life experiences.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree