Service Repair Department Supervisor - Medical Equipment

Visionix USA, a leader in vision care innovation, is seeking a Repair Supervisor that will oversee the Service repair team in our Lombard, IL Location.  This position will ensure products are repaired in a timely manner and defect free. In addition, the Supervisor must be knowledgeable of all necessary tasks to resolve unit breakdown and return of a unit (when required) to a customer as per procedure. This will involve triage, diagnosis, repair, validation of full functionality, documentation, tracking, and collaboration as required. Tasks to be done following Good Manufacturing Practices [PSW1] [ML2] in an ISO environment.

Our company:
Visionix USA is the North American provider of highly automated eye examination and optical technologies including Optovue, Briot, Weco, and Visionix brands. We are part of the Visionix Technology Group, a global innovation leader in the vision care technology market and the pioneer in wavefront technology. Our goal is to help eye care professionals start their practice transformation to promote scalable workflow efficiency and improve the overall patient experience while maintaining clinical best practice standards.

• Manage Staff
  • Schedule and oversee work.
  • Examine work for accuracy, neatness, and conformance to policies and procedures.
  • Monitor productivity, efficiency, and accuracy of all processes.
  • Prepare reporting on service repair Queue. Present KPI's to Management.
  • Screen and interview candidates for the department.
  • Perform all yearly staff performance reviews.
  • Staff issues / discipline.
  • Train and develop staff, manage, and maintain up to date, accurate training records for all employees.
  • Create and implement a training agenda for the department.
  • Control overtime according to company goals.
• Ability to work in SalesForce and SAP to create reporting on utilization, issues, reliability, etc.
• Track and optimize service repair queue to optimize repair turnaround times.
  • Understand, oversee, and ensure that all workorder paperwork (including checklists) is processed within 24 hours of job completion.
  • Communicate with customers by telephone and/or email concerning repairs and return of their device.
  • Work with Order Management team (OM) on repair device arrival and staging / shipping back to customer.
• Communicate procedural suggestions, machine improvements and problems to Leadership.
• Identify and report all adverse events and device deficiencies per QMS requirements.
• Keep Repair area and associated work areas clean and regulatory compliant.
• Work closely with the regulatory department to maintain compliance with the quality management system (QMS).
  • Participate in audits of respective responsibilities.
  • Create and update SOPs for the department as per regulatory compliance.
• Represent service department in new product development meetings.
• Assist Customer Service department and Operations department as needed.
• Partner for device preparations and logistics for internal training.
• Work with Customer Service on customer satisfaction surveys regarding the first-time fix and device turn-around times. Execute changes to improve KPI's.
• Trade Show Support
  • Partner for device preparations and logistics for internal training.
  • Assist marketing and sales with trade show planning.
• Work with other Departments on Inventory Control and physical counts.
• Other duties as assigned.

Requirements/Experience:

• B.S. degree in a technical discipline or an equivalent combination of education and experience.
• Experience working in a GMP compliant setting. Medical device experience highly desirable.
• 5 years of experience in a technical services environment.
• 2 years of management/leadership experience.
• Critical thinking skills.
• Fluency in English (oral & written) and an ability to write / convey technical issues.
•  Knowledge of PC components and repair: motor control systems.
•  Familiarity with computer software; Microsoft Office Suites a must. SAP a plus.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Vision insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Work Location: Lombard, IL