Service Center Supervisor

The Service Center Supervisor is responsible for leading and directing Services Associates in the delivery of service offerings at designated Pelican BioThermal Service Centers including the management and execution of contractual agreements between Pelican BioThermal and Service Providers.  This includes, but is not limited to: product refurbishment, repair, kitting, conditioning, assembly and delivery.  The Service Center Supervisor will ensure staff members are qualified, evaluated accordingly, and departmental development occurs.  In addition, this position is responsible for safety initiatives, continuous improvement efforts, quality principles, and accomplishment of the overall objectives of the department.  The Service Center Supervisor will interface directly with both internal and external customers.

PRIMARY DUTIES AND RESPONSIBILITIES

• Oversees Service Center Associates to ensure daily deliverables are consistently met.
• Primary focus:
  • Demonstrates leadership and management capabilities.
  • Develops and implements a safety first culture.
  • Meets customer specifications by producing error free quality deliverables in a timely and cost efficient manner.
  • Streamlines the Services process by minimizing touch points and maximizing automation where possible.
• Manages employee performance to establish expectations, monitor, and measure contributions and provide employee feedback, coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.
• Maintains staff by recruiting, selecting, training, and providing personal development opportunities within the Services Department.
• Maintains work flow by monitoring steps of the process; setting processing variables; observing control points and equipment; monitoring personnel and resources; studying methods; implementing cost reductions; developing reporting procedures and systems; facilitating corrections to malfunctions within process control points; initiating and fostering a spirit of cooperation within and between departments.
• Manages necessary associated services paperwork through SAP and internal document procedures.
• Performs work that is compliant with cGMP, ISO, QMS, OSHA and other pertinent regulations and directives.
• Maintains quality standards by ensuring that all team members follow all work instructions for each client and ensures all staff members are properly trained.
• Participates or leads the creation or improvement of safety standards as a core value of the business.
• Creates and revises systems and procedures by analyzing operating practices, record-keeping systems, forms of control, and budgetary and staff requirements; implementing change.
• Maintains safe and clean work environment by educating and directing staff on the use of all control points, equipment, and resources; maintaining compliance with established policies and procedures.
• Resolves personnel problems by analyzing data; investigating issues; identifying solutions; recommending action.
• Follows company policies and practices as outlined in the company Handbook and follow guidelines regarding safety as outlined in the AWAIR, and other safety procedures in accordance to the job.
• Performs additional duties as assigned by the Service Centre Manager

JOB REQUIREMENTS

• Associates Degree in business or a technical degree required with a minimum of three (3) years leadership experience in a manufacturing environment. Equivalent combination of education and experience will be considered.
• Must be proficient in Microsoft Office, including MS Word and Excel.
• Working knowledge of cGMP and ISO guidelines.
• Must have an understanding and the ability to implement 6S and lean manufacturing techniques.
• Must be able to identify and resolve problems in a timely, creative manner.
• Must be able to establish and evaluate monthly KPI’s.
• Must have the ability to complete projects within the time frame specified by the Manager.
• Possess an awareness and understanding of performance against budget.
• Must possess a customer focus and awareness of customer needs.
• Must maintain a “Hands-on” style, willing and capable of taking a lead role in technical problem-solving efforts.
• Excellent teamwork and teambuilding skills with proven ability to influence cross-functional teams.
• Excellent written and verbal communication skills with the ability to interact effectively and cooperatively with employees, vendors, and customers at all levels. 
• Must be flexible with work schedules and be available to work on evenings and weekends, with or without advanced notice.

PREFERRED QUALIFICATIONS:

• BA/BS degree
• Familiarity with SAP