Technical Product Repair Supervisor

Technical Product Repair SupervisorLaerdal Medical Benefits Include:Generous PTO & HolidaysHybrid and Compressed Work Week (for operations-based roles only)Comprehensive Medical, Dental, and VisionHSA & FSA Account Options, with employer HSA contribution401k with Employer Match & Profit SharingTuition ReimbursementWellness Reimbursement ProgramProfessional Development OpportunitiesPet InsuranceSubsidized Cafeteria in NY based officePosition Overview:The Technical Product Repair Supervisor overseesTechnical Product Repair Operations for North America, including New York andTexas sites. The supervisor ensures theTechnical Product Repair team meets productivity and development goals byoverseeing workflow, quality, and process alignment for all customer segmentsthat require repair. The supervisor assists all team members and personallyoversees the development of direct reports and ensures standards are followed, highquality service delivered, and customer satisfaction goals are exceeded.Responsibilities:Operations & Service DeliveryOversee North American Technical Product Repair operations, including NY and GTV sitesOwn end-to-end repair processes, workflows, and performance resultsCoordinate and implement high-quality repair solutions that meet or exceed KPIsPrioritize and manage work orders and conduct receiving investigations as neededIdentify service delivery gaps and drive corrective actionsTravel up to 25% to support satellite depot facilitiesCustomer Experience & Cross-Functional CollaborationEnsure customer satisfaction goals are met or exceeded across all customer segmentsRespond to customer and internal inquiries via phone and emailWork closely with Sales, CSS, Scheduling, Logistics, Managed Services, Technical Support, and Field Service teams to prioritize customer needsIdentify and escalate emerging product or quality concerns to appropriate business unitsTeam Leadership & DevelopmentSupervise, coach, and develop direct reports to ensure quality standards are followedCreate training materials and competency matrices for new hires and existing team membersFoster a culture of accountability, continuous improvement, and high-quality serviceQuality, Compliance & Risk ManagementRepresent and own all aspects of the Technical Product Repair function during auditsMaintain calibration logs and ensure compliance with quality and regulatory requirementsProactively identify risks, trends, and improvement opportunities and work to solve themInventory & Logistics ManagementEnsure effective inventory control, transfers, and stock accuracyCollaborate with Logistics to manage repair stock needs and availabilityPerformance Reporting & Continuous ImprovementProvide monthly KPI reporting and present team performance at Management ReviewsDrive efficiency improvements across repair operationsSupport additional projects and initiatives as assigned by managementRequirements:Bachelor's desired2-3 Years Technical Product experience, and preferred leadership experienceExperience in Team management, project management, Networking, hardware and software troubleshooting, multi-tasking, delegation, experience with CRMStrong people management skills with experience leading diverse teams, including coaching, recognition, discipline, and conflict resolutionProven ability to conduct effective one-on-one coaching and foster team collaboration and engagementExcellent verbal and written communication skills, including active listening, feedback delivery, and reporting to managementMust be able to report to New York office daily, must have a Drivers License and be able to travel when necessary within the United StatesSalary Range: $65,000 - $70,000, eligible for 9% annual bonusPlease note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.