Supervisor, Repair Center Operations

ZEISS•Dublin, CA

13h•$110,500 - $138,100

About The Position

About Us: How many companies can say they have been in business for over 178 years?! Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the ever-changing environments in a fast-paced world, meeting it with cutting edge technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team! What’s the role? The Repair Center Supervisor is responsible for overseeing the daily activities of customer repairs (instruments, databases and components); inspections; and refurbishment of sales, exchange, loaner and trade-in instruments. On a daily basis, coordinates the schedule and activities of technicians and administrative personnel. Supervises teams that repair instruments and is responsible for inventory and repair documentation control. Frequently interfaces with customers for problem resolution. Responsible for addressing quality issues, staff performance issues, and identifying and implementing cost control methods. As a customer centric organization, responsibilities of the supervisor begin with customer requests and are not completed until the customer’s instrument/materials are returned and the invoices are generated.

Requirements

BS in the Engineering, Computer Sciences/ Information technology, preferred; or equivalent combination of education and experience.
Five (5) years in a technical support or technical lead role.
Demonstrated experience with SAP ERP and CRM, SQL and other database programs.
Ability to use Work, Excel, Visio, Power Point, project and other common office programs.
Displays a high level of interpersonal skills and ability to effectively interface with external and internal customers.
Excellent reading, writing and communication skills working with internal teams and our external customers.

Responsibilities

Oversee the repair center staff to properly process a repair request and resolve any escalated issues.
Review data in Enterprise Resource Planning system (ERP) to evaluate and minimize the number of open or aged repair requests (repairs, loaners, services) by effectively managing resources.
Review and ensure process and escalation paths are in place for rapid repairs of instruments and databases and the recovery of loaners.
Coordinate with other departments to ensure that products move through the repair and refurbishment process correctly and that cycle time targets are achieved.
Consider global impact when establishing or revising existing processes.
Monitor and ensure that the Complaint Reporting SOP is followed and appropriate personnel are notified.
Review loaner and exchange inventory to ensure customer and inventory goals are met.
Suggest ways to reduce/ consolidate/ optimize inventory.
Review pricing and identify new opportunities to make the business more effective whether this is flat rate, billable, or exchange.
Exercise innovative and creative ways to improve existing financial opportunities and implications.
Develop training plans to enhance skills for the technicians and coordinators to optimize the repair process from the time a return is necessary through billing and invoicing.
Provides daily supervision and acts as a mentor to IHRC team and/or technicians.
Ensures that practices are compliant with appropriate regulatory agencies including HIPAA compliance and finance practices as related to payment collection and payment processes.
Responsible for training and ensuring that staff are trained and follow processes and procedures including, but not limited to, technical procedures, timecard process, material handling, and safety procedures.