Technical Services Supervisor at Medtronic

Job description

MAIN PURPOSE OF JOB

The incumbent will be empowered to incorporate the Total Quality philosophy into all aspects of the job. This includes working as a team member, striving to meet and exceed external and internal customer expectations and committing to continuous quality improvement, establishes and maintains quality assurance programs, policies, processes, procedures and controls ensuring that performance and quality of Service & Repair processes (established and new) conform to established standards and agency guidelines to ensure lasting customer satisfaction.

Main Job Duties/ Responsibilities

• Responsible for ensuring smooth and timely flow of workshop activity, including job scheduling and labour allocation for daily operations. Report on manpower overruns or shortfalls.
• Co-ordinate resources (operational and human), schedules and activities to effectively manage workshop activity.
• Work with Supply Chain to ensure spare parts are available when required, setting inventory levels for service center, reporting on unfulfilled parts requirements
• Assist with quoting, project management, materials purchasing and quality checks.
• Ensure accurate records of service activities are maintained within the Service Management System
• Manage inbound deliveries of parts and faulty equipment, ensuring accurate inventory levels, service documentation and customer billing
• Review reports showing service activity progress, identify and communicate delays or concerns.
• Act as a technical adviser on key projects and other areas of the business as requested.
• Ensure smooth and accurate communication with customers and Business Unit partners regarding the work status and other service related enquiries
• Receive and review feedback from customers and follow up to ensure customer satisfaction.
• Investigate customer complaints and concerns arising from service, propose and implement solutions to address complaints.
• Develop and implement systems to record, file and store information pertaining to client enquiries and maintain Medtronic’s system – SAP
• Identify and coordinate fulfillment of training needs for technical and process/system related trainings.
• Manage and coach performance of workshop and customer care staff
• Promote a Health and Safety culture within the team.
• Implement and maintain 6S and other best practices in workshop management
• Demonstrates skill in the use and care of all tools and equipment
• Maintain availability of tools, including coordination of calibration schedules
• Seeks to improve the quality of the output of a process by identifying and removing the causes of defects and minimizing variability in the workshop process.

Your profile

• Diploma in Clinical Engineering
• Min. 5 years of relevant working experience
• Excellent knowledge of spoken and written English
• Understanding Quality Management Systems and process approach to QMS
• Excellent communication and presentation skills
• Ability to work with remote teams and communicate with a wide range of cultures
• Experience in developing processes and documentation, including process diagramming
• Strong attention to detail
• Knowledge of SAP system is desirable
• Familiarity with process improvement and change management frameworks
• Familiarity with document control process will be an asset
• Analytical skills & pragmatic approach
• Problem solver

Our offer

Exceptional opportunity within a global organization which offers rewarding careers and professional working environment with focus on training and development opportunities,
Other than working with a great team of smart and energetic people, we also offer competitive salary and benefits package,
Midrand office based role, operating as part of the regional Service & Repair team supporting Field Service, Workshop Service (non CoE), and Customer Care groups within S&R across SADC.

DISCLAIMER

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees

Job Category

Sales & Marketing Support