Technical Product Supervisor

Published: 6/14/2022

Job Description

JOB OBJECTIVES:

The Technical Product Supervisor coordinates the Company’s global repair operations and owns the larger-scale projects that fall to Repairs. The position is responsible for the Company’s repair centers worldwide — onboarding new centers and maintaining existing ones for inventory, training, equipment, and standardized process. The individual must be able to perform device repairs and must know the overall repair process well enough to improve it both domestically and internationally. The role also supports Quality, acting as the Company’s link between the repair centers, customers, technicians, and the Quality team.

JOB DUTIES:

· Coordinate the repair team’s daily workflow and drive larger-scale repair projects from intake through return to the customer.

· Perform device repairs as needed, and own the overall repair process — refining and standardizing it across domestic and international operations.

· Onboard and qualify new repair centers: tooling, equipment, initial parts stock, training, and documented repair process.

· Support established repair centers and evaluate their processes for efficiency, repeatability, and improvement.

· Act as the link between the repair centers, customers, and technicians and the Quality team; capture and escalate repair findings, failure trends, and customer feedback for complaint handling and corrective action.

· Run the monthly repair meeting; prepare reports and statistics and present trends and recommended product and customer service improvements.

· Maintain accurate service and parts inventory, including cycle counts and reconciliation, and consolidate global repair center inventory for resupply.

· Allocate parts and kits to support Engineering and R&D builds, testing, and projects.

· Interface with the distributor and join customer and distributor calls to resolve technical issues, maintaining a polished, front-forward presence.

· Support the service sector on customer calls, troubleshooting, and escalations; document interactions, resolutions, and follow-up.

· Assist Engineering with overflow work, including validation testing and documentation of results.

· Know the product line, specifications, and Company applications, and maintain repair work instructions and troubleshooting guides.

REQUIREMENTS:

· 3+ years in technical service, device repair, or technical customer support; management experience not required.

· Hands-on repair and troubleshooting of medical devices or similar electromechanical equipment, plus the ability to document and standardize the repair process.

· Experience setting up or supporting remote or third-party service operations preferred; familiarity with complaint handling, nonconformance, and corrective action preferred.

· Strong computer skills — spreadsheets, inventory or ERP systems, and service databases.

· Analytical and statistical intuition; able to work from data to identify trends and support decisions.

· Proven accuracy in inventory control and parts and kit allocation, and the ability to prepare and present reports to management.

· Strong written and verbal communication with a polished, customer-facing presence and a diplomatic yet technical approach.

· Able to coordinate others and keep projects on schedule across competing priorities and time zones.

· Willingness to work flexible hours, including evenings and weekends, as needed (a must.)

\nCompany Description

Why We Exist

We believe good oral care is critical to everyone’s health and wellness. Dental professionals and consumers alike should have access to technologies that improve oral health. We are committed to the belief that these technologies should be proven effective through empirical evidence, have elegant & intuitive design, and be as minimally invasive as possible.

How We Work

At Azena, every insight is given a chance to develop, to be validated by science and clinical research, and to inspire the creative minds of our designers and engineers. We continually challenge ourselves to explore innovation for the betterment of oral healthcare. We base our innovation on the foundations of science and aesthetic design to create effectiveness, simplicity, ease-of-use, and overall appeal.

What We Do

With a focus on improving oral healthcare, we design, develop, validate, manufacture, and market world-class devices for both dental clinicians and consumers. We are continually searching for new solutions to enhance oral care. Our offerings are created at the intersection of where art, science, and technology meet.

Join Our Team

Azena's team of engineers and designers have experience developing, manufacturing, and marketing Class IV surgical laser systems for professional dental applications, as well as other dental and oral care products.

Our current suite of professional dental products is distributed in 50+ countries globally. More than a million procedures have been performed using our devices in dental offices all over the world. These products have won numerous design and clinical effectiveness awards, and are widely recognized as leaders within their segments.

We are based in Walnut Creek, California, we are an affiliate of an international organization, and our products are manufactured locally in the San Francisco Bay Area.

Company Description

Why We Exist\n\nWe believe good oral care is critical to everyone’s health and wellness. Dental professionals and consumers alike should have access to technologies that improve oral health. We are committed to the belief that these technologies should be proven effective through empirical evidence, have elegant & intuitive design, and be as minimally invasive as possible. \n\nHow We Work\n\nAt Azena, every insight is given a chance to develop, to be validated by science and clinical research, and to inspire the creative minds of our designers and engineers. We continually challenge ourselves to explore innovation for the betterment of oral healthcare. We base our innovation on the foundations of science and aesthetic design to create effectiveness, simplicity, ease-of-use, and overall appeal. \n\nWhat We Do\n\nWith a focus on improving oral healthcare, we design, develop, validate, manufacture, and market world-class devices for both dental clinicians and consumers. We are continually searching for new solutions to enhance oral care. Our offerings are created at the intersection of where art, science, and technology meet.\n\nJoin Our Team\n\nAzena's team of engineers and designers have experience developing, manufacturing, and marketing Class IV surgical laser systems for professional dental applications, as well as other dental and oral care products.\n\nOur current suite of professional dental products is distributed in 50+ countries globally. More than a million procedures have been performed using our devices in dental offices all over the world. These products have won numerous design and clinical effectiveness awards, and are widely recognized as leaders within their segments.\n\nWe are based in Walnut Creek, California, we are an affiliate of an international organization, and our products are manufactured locally in the San Francisco Bay Area.