Summary of Major Responsibilities
The Lab Service Engineer Supervisor provides leadership support to the service engineering staff. This person is the troubleshooting point person for equipment related escalated issues. This position is primarily responsible for overseeing service engineers during their scheduled shift, and ensuring day to day activities in the laboratory sufficiently cover of the laboratory's equipment needs. The Supervisor is expected to spend 10%+ of their time performing lab service maintenance and repairs in the lab. This role reports to Lab Service Engineer Manager.
The hours for this position are Monday - Friday from 3:00pm - 12:00am.
Essential Duties and Responsibilities
Primary source of contact for service engineers, overseeing day to day service engineer functionality.
Conduct check in meetings monthly with each service engineer as appropriate.
Provide mentoring and technical guidance to service engineers.
Ensure F and ensure FTE coverage for day to day workload needs, recommending approval or rejection of requested time off.
Maintain oversight for quality of work performed (both in mechanical nature and documentation). Escalates any quality or performance concerns of engineers to Lab Service Engineer Manager.
Provides information and suggestions to the appropriate resource to improve company technical documentation or process.
Work closely with Technical Service team to provide service requirements and potential operational improvements.
Assist and coordinate training methodology and training documentation in conjunction with other Engineer leads/leadership.
Coordinate training of new employees.
Assign and escalate service concerns as appropriate.
Ensure appropriate hand off communication and work completion between shifts.
Monitors and responds to incoming support requests by cross functional teams, or other communication that require Lab Service Engineers.
Promotes customer satisfaction through problem solving, clear and effective communications, professional appearance, and efficient repair/maintenance activities.
Self-management of schedule and work priorities to ensure that urgent customer requirements are addressed appropriately and customer satisfaction is optimized.
Commission new clinical laboratory equipment (e.g. centrifuges, liquid handling robots, shakers, etc.).
Perform instrument installations and qualifications per service policies.
Track all service activities utilizing system(s) developed in accordance with service policies and procedures. Ensure all service documentation is complete, timely, and accurate following Good Documentation Practices (GDP).
Travel may be required for training or to assist partner laboratories in service activities.
Recommend and implement changes to ensure ongoing high quality performance of laboratory equipment.
Perform all service activities in compliance with all relevant safety and regulatory bodies (e.g. OSHA, CLIA, etc.).
Maintain and continuously develop personal knowledge and expertise related to the service of complex clinical laboratory equipment.
Other projects, as assigned.
Qualifications
Minimum Qualifications
Bachelor's degree in technology, electronics, molecular biology, or equivalent education.
5+ years or equivalent experience in service engineering.
Working knowledge of clinical laboratory service operations and activities.
Experience leading a team directly or indirectly in day to day operations or project initiatives.
Ability to effectively prioritize and delegate tasks.
Ability to communicate effectively with all levels of staff through both verbal and written communication.
Strong comfort with computer usage, including Microsoft Excel and Word.
Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances.
Ability to employ gross motor and fine motor skills during maintenance of laboratory equipment.
Ability to lift, carry, or otherwise move up to 40lbs.
Ability to travel up to 25% of the time.
Desired Characteristics
Self-motivated and reliable: able to stay focused on a task and work independently.
Demonstrated strong attention to detail and focus on quality output.
Demonstrated experience leading and motivating others, even when not in a position of authority.
Physical Requirements & Working Conditions
Ability to lift, carry, or otherwise move up to 40lbs.
Ability to stand for extended periods of time and up to 6 hours at a time.
Ability to frequently and accurately communicate with employees, and customers in person, via the telephone or by email.
Ability to sit for an extended period of time.
Ability to follow company safety guidelines.
Constant walking or motion to coordinate work and interact with co-workers.