Console Service Manager

Manage day-to-day in-house service of the GENOSYL DS console. Conducts all service operations in accordance with established procedures, quality policies, regulatory guidance, and commercial demand for products and services. Manages service technicians and a coordinator in accordance with company and shop floor policies, including Regulatory and Safety requirements. Leads initiatives to control and reduce service costs and champions continuous improvement activities, including building a Lean culture. Defines appropriate KPIs and develops visual dashboards that measure performance. Is responsible for building and sustaining a team that delivers against quality, financial, and commercial expectations.

Essential Duties and Responsibilities

• Supervise daily service and repair activities of Vero GENOSYL DS Consoles.

• Establish and enforce service area controls ensuring service areas are safe and clean.

• Manage and develop staffing and production plans to support our service-level commitments'.

• Recruit, develop, and retain technicians, operators, and other top manufacturing talent. Includes a regular commitment to networking and maintaining a bench of direct labor candidates.

• Assign work, balance staffing, monitor performance, and adjust resources to meet weekly and monthly goals.

• Ensure all work is performed in accordance with approved procedures, work instructions, drawings, specifications, and quality-system requirements

• Establish KPIs and monitor key performance indicators such as throughput, first-pass yield, rework, scrap, turnaround time, backlog, labor utilization, and on-time delivery

• Review logbooks and service records daily to ensure accuracy, completeness, traceability, and proper documentation.

• Create individual development plans and provide regular performance feedback.

• Ensure timely identification, escalation, and resolution of nonconformances, defects, deviations, and service issues, including identifying and implementing appropriate corrective actions.

• Count, transact, and manage inventory levels, ensuring data accuracy in the ERP system.

• Partner with Quality and Engineering to support investigations, root-cause analysis, corrective actions, rework, and process improvements.

• Support training qualification, cross-training, skills assessments, and performance evaluations for service personnel.

• 10+ years of Quality and/or Manufacturing experience with 5+ years of supervisory experience in the U.S. Food and Drug Administration industry

• Proficient in Microsoft Office and familiar with Artificial Intelligence

• Requires strong knowledge of FDA QSR, MDD, and ISO 13485:2016 requirements. Thorough knowledge of GMP, CFR, and factors impacting compliance.

• Knowledge of 5S and LEAN Methodologies and Tools

• Experience with Enterprise Resource Planning (ERP) or Maintenance/Manufacturing Planning systems preferred.

• Commitment to excellence and high standards

• Detail-oriented, highly organized, reliable, and accurate in work

• Excellent verbal and written communication skills

• Ability to manage priorities and workflows

• Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm

• Demonstrated ability to plan and organize

Physical Demands and Work Environment

• Standard office and laboratory environment.

• Occasionally required to bend, stoop, or reach

• Ability to sit for two hours at a time

• Ability to reach above head and below waist