Job DescriptionThe Technical Services Supervisor will lead a skilled team of technicians to deliver exceptional technical support to customers, support agents, and internal teams. This role requires a hands-on leader who takes ownership of customer inquiries on ResMed products, conducts thorough research to provide solutions, and ensures prompt, high-quality responses. Key responsibilities include post-design support, product repair, investigation of device failures, system upgrades, maintenance, and testing.Let’s talk about ResponsibilitiesOversee the ResMed Northmead Service Center team to ensure efficient repair operations and swift resolution of technical issues for both internal and external customers in Australia and New Zealand.Develop and optimize repair procedures, driving continuous improvement in the department's processes.Ensure the service center is equipped with the tools, equipment, and resources required for smooth repair operations.Contribute to the organization's mission by developing and implementing strategic and operational objectives, effectively directing and managing team members and resources.Serve as the liaison between the repair function and other departments, including Quality Assurance, manufacturing, and product development.Ensure compliance with all relevant regulatory standards as outlined in the ResMed QA manual, particularly regarding complaint management and service and repair operations.Supervise and mentor both professional and skilled individual contributors, such as technicians and support personnel, fostering a positive and productive work environment.Collaborate with the sales team to provide technical assistance and expertise when needed.Let’s talk about Qualifications and Experience:To succeed in this role, you will have demonstrable experience working in a fast-paced environment:Trade Certificate in Electronics or similar fieldMinimum of 3 years’ experience in a similar role in servicing and repairing of electronic equipment, with a preference in medical equipmentExperience in managing a small team within a service environmentExperience in working with and building strong relationships with external service providers, suppliersProficient with service software and CRM toolsAbility to support multiple product platforms and use various systems during the entire service process.Ability to diagnose faults to component/module levelExcellent communication skills with the ability to adapt your communication strategy across all levels of the organisationJoining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
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