Job Description
Summary
Responsible for overseeing daily operations of the Service Depot Repair team, ensuring timely, high-quality repair of customer instruments. Plans, organizes, directs, manages, and evaluates depot service activities, technical support coordination, and performance metrics to deliver strong customer outcomes and continuous improvement.
Essential Duties and Responsibilities include the following.
- Plan, organize, direct, and manage daily depot repair activities.
- Manage repair workflow, priorities, and resource allocation to meet turnaround time and delivery commitments.
- Develop, implement, and maintain service processes, procedures, and standards.
- Establish and track key performance indicators (KPIs) such as turnaround time, backlog, and first-pass yield, driving continuous improvement actions.
- Prepare and review reports, metrics, and systemic issues with Service management.
- Troubleshoot and support resolution of complex technical issues; act as escalation point for technicians and customer concerns.
- Identify and drive corrective actions for recurring issues in collaboration with Engineering, Quality, and Operations.
- Maintain and build technical product knowledge across the repair team.
- Provide guidance to service personnel in handling difficult or complex repairs and customer issues.
- Identify opportunities to improve service effectiveness and add value to related functions (Sales, Manufacturing, Engineering).
- Drive process improvements using Lean and continuous improvement methodologies.
- Ensure adherence to safety, quality, and regulatory requirements.
Supervisory Responsibilities
This position provides direct supervision for depot repair technicians. Carries out responsibilities in accordance with the organization’s policies and applicable laws. Responsible for hiring, training, performance management, and development of team members.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Adaptability, Analytical Problem Solving, and Technical Skills – Uses data and experience to resolve complex repair and process issues.
- Project Management / Planning and Organizing – Effectively manages workload, priorities, and team performance.
- Oral Communication – Communicates clearly and effectively with team members, management, and customers.
- Written Communication – Provides clear documentation, reports, and technical communication.
- Teamwork – Builds collaboration across functions and supports team success.
- Leadership / Managing – Leads, motivates, and develops team members while driving accountability and performance.
- Professionalism, Business Acumen, and Judgment – Understands business impact of service operations decisions.
- Organizational Support and Ethics – Acts with integrity and aligns with company values.
- Interpersonal Skills – Works effectively across departments to improve service outcomes.
- Safety and Security – Follows safety procedures, uses PPE, and ensures safe work practices.
Qualifications
Individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor’s degree (B.A.) in a related technical field and 3–7 years of service, repair, or manufacturing experience; or equivalent combination of education and experience.
- Computer, Language, and Reasoning Skills: Ability to read, analyze, and interpret technical documentation, procedures, and schematics. Ability to communicate effectively and respond to questions from customers and employees. Follows all import/export requirements, consulting with facility import/export personnel as required.
Other Skills and Abilities
- Knowledge of ISO and/or AS9100 quality systems
- Working knowledge of Lean Manufacturing, Six Sigma, or Kaizen
- Familiarity with ERP or service management systems
- Strong troubleshooting and root cause analysis capability
Other Qualifications
- U.S. Person status required for access to controlled technical data
- Ability to travel occasionally (domestic/international)
Salary Range:
$77,900.00-$103,800.000
The anticipated salary range listed for this role is only an estimate. Actual compensation for successful candidates is carefully determined based on several factors including, but not limited to, location, education/training, work experience, key skills, and type of position.
