SUPERVISOR II TECHNICAL SERVICES

Vantive•ILBT1V - VAN Deerfield, NC

1d•Remote

About The Position

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities. SUMMARY The Technical Service Supervisor works remotely in the field and is responsible for the direct supervision of Field Service employee’s (FSEs) who deliver a variety of service activities for contract, warranty, and time & material to customers. This position reports to the Regional Manager and supports the Region Manager and Team Leaders to implement the company’s’ practices in safety, quality, cost, delivery, and morale (SQCDM). The Supervisor actively leads and collaborates where KPIs are reviewed, problems/obstacles are identified, and corrective action plans are developed and implemented to achieve agreed upon targets.

Requirements

Proven ability to resolve complex customer issues with professionalism and efficiency
Strong interpersonal and communication skills with the ability to influence, collaborate, and build relationships across teams and organizational levels
Demonstrated ability to foster teamwork and cross-functional collaboration, adapt to changing service environments, and apply effective problem-solving skills in dynamic situations.
Effective under pressure, with the ability to respond quickly to customer needs and meet tight deadlines when required
Strong analytical skills, including the ability to assess problems, troubleshoot effectively, and interpret statistical data, charts, and tables
Skilled in presenting information clearly to groups and senior management, and responding to detailed inquiries
Proficient in Microsoft Office applications including Outlook, Word, Excel, PowerPoint, Visio, and Project.
Familiarity with business intelligence tools such as Tableau and Power BI
Experience in biomedical engineering practices including installation, preventive maintenance, calibration, and repair of electromechanical and digital medical devices
Ability to diagnose and replace defective parts, perform mechanical adjustments, and ensure compliance with safety and regulatory standards
Ability to travel 50-75%, including overnight stays; willingness to drive long distances or fly as required.
Valid driver’s license required.
Demonstrate interpersonal skills that embrace Vantive’s cultural values of Care, Own it, Trust and Innovate.
Associate’s degree required
5+ years of relevant experience required
5+ years of formal supervisory experience preferred
Internal candidates may also qualify with the following: Associate’s degree and 2+ years of experience at Vantive
Demonstrated leadership in the field, including: Leading projects or initiatives without formal authority
Mentoring or training peers
Acting as a go-to resource for team coordination or problem-solving
Supporting team development, engagement, or performance feedback
Participation in cross-functional collaboration or transformation efforts
Strong alignment with Vantive’s culture levers: Care, Trust, Own It, and Innovate

Nice To Haves

Bachelor’s degree preferred

Responsibilities

Coordinate and manage employee work schedules to meet service delivery targets
Ensure compliance with company HR policies and demonstrate proficiency in timekeeping and People Enterprise systems
Provide real-time virtual escalation support to Field Service Engineers (FSEs) using remote tools
Deliver consistent coaching and performance feedback through the ACE system to engage, develop, and motivate employees
Foster individual and team development while attracting, retaining, and growing top talent
Manage staffing activities including requisition creation, interviewing, hiring recommendations, evaluations, and disciplinary actions
Monitor and improve KPI dashboards and FSE work queues, demonstrating expertise in service dispatching
Conduct ride-alongs with regional FSEs and provide feedback on territory and inventory management best practices
Track and ensure timely completion of required training for all FSEs
Lead or support regional Field Corrective Actions and contribute to vendor management as needed
Analyze customer service history data to support commercial and service team initiatives
Oversee regional onboarding, initial training, and procurement of tools and resources necessary for FSE success
Promote adherence to the company’s Quality Management System and recommend improvements while ensuring team compliance
Demonstrate leadership behaviors that support a flexible and engaging work environment aligned with the company’s goal of being a best place to work
Apply Lean principles and tools to drive continuous improvement across team processes and responsibilities
Lead technical reviews, investigations, and process improvement projects to enhance service quality and operational performance
Comply with all environmental, health, and safety policies, SOPs, and equipment requirements, including department-specific standards
Exemplify Vantive’s cultural values of Care, Own it, Trust, and Innovate in all supervisory actions
Perform additional responsibilities.