Technical Services Supervisor
Avantor•Manatí, PR
•Onsite
About The Position
This role involves supervising, mentoring, and developing a team of service technicians. The position requires planning and coordinating daily service operations, including calibration, maintenance, repair, and installations. The supervisor will also be responsible for optimizing technician schedules, workload distribution, and resource utilization, while ensuring adherence to service procedures, safety protocols, and operational standards. Maintaining strong customer relationships, serving as an escalation point for complex service issues, and providing advanced technical guidance are also key aspects of this role. The position ensures compliance with GMP, ISO standards, and internal quality procedures, and monitors operational performance through key service metrics.
Requirements
- 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.
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.
Benefits
- learning experiences to support your career growth and success
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
