Role description
Job Title - Working Lead - Pre-Delivery Center (PDC)
Location - Murrysville/Export, PA (Onsite)
Role Summary
The Working Lead is a hands-on technician and team lead who runs day-to-day PDC operations. Roughly half of the role is bench work (software loading, configuration, and exception handling), and the rest is coordinating the team, overseeing quality, reporting, and escalating issues. The lead is the main onsite contact for Client.
Key Responsibilities
• Perform hands-on PDC work: receiving, staging, software loading, configuration, verification, and repacking of IntelliVue patient monitors.
• Plan and sequence daily work orders and device batches to maximize workstation use (up to 5 concurrent loads per workstation).
• Assign work, track throughput, and balance workload across technicians and the backup resource.
• Own quality: audit at least 20% of closed Service Work Orders against the 85% compliance target, and track first-pass yield and rework reasons.
• Handle exceptions and escalate device, system, or process issues through the agreed Client channels.
• Act as ServiceMax superuser: receive delta training on new releases and train the team.
• Maintain training records, timesheets, and required documentation, and send training completion forms to Client.
• Prepare the monthly Performance Monitoring Report (within 10 working days of period end) and provide input to Quarterly Business Reviews.
• Coordinate responses to Supplier Corrective Action Requests (SCARs) and audit findings within required timelines (1 business day response, 5-day SCAR closure).
• Support onboarding and on-the-job training of new technicians as the team grows.
• Track cycle time and touch time per device during Phase I to help set Client labor standards.
Required Qualifications
• High school diploma or equivalent; technical, engineering, medical, or science qualification preferred.
• 5+ years of combined technical and customer-service experience, including 2+ years leading or coordinating a technical team.
• Experience with patient monitoring or other medical equipment (installation, configuration, software loading, or field service).
• Hands-on experience with a field service management system (ServiceMax preferred) and work-order processes.
• Working knowledge of networking (wireless, routing/switching, servers, security).
• Strong documentation discipline and experience working under regulated (FDA/ISO) quality procedures.
• Valid driver's license and driving record compliant with the Client Fleet Policy.
Preferred
• Client IntelliVue experience or prior Client HPM field-service work.
• Experience with production or depot environments, KPI reporting, and root-cause/corrective action (CAPA).
Core Competencies
• Leads by example, is accountable, and communicates clearly with the team and with Client stakeholders.
• Organized and detail-oriented, and knows when to escalate.
• Customer-first attitude and comfortable in a fast-changing environment.
Training & Qualification
• Complete Client-required training before independent work: product (IntelliVue), service procedures, safety, ServiceMax, and Quality & Regulatory policy training (up to ~96 hours).
• Includes online/self-paced modules, one virtual instructor-led session, and a 4-5 day in-person session at the Client Cleveland Training Center (travel required).
• Prior Client training may be credited after review by Client.
Work Conditions
• Onsite at the Client Pre-Delivery Center, Murrysville/Export, PA.
• Single shift, Monday-Friday, normal business hours aligned to the facility schedule.
• Must be able to lift and handle patient monitoring equipment and packaging, and stand for extended periods.
• May be redeployed to Client HPM installation, deployment, or cabling projects at customer sites when PDC volume is low (travel may be required).
• Background check and site-access requirements apply.
