Service Supervisor in Philomath, Oregon at Sea-Bird Electronics

Date Posted: 7/14/2019

Job Snapshot

Job Description

Job ID: SEA000229

About Us

Sea-Bird Scientific is the world’s largest developer and manufacturer of products for the measurement of salinity, temperature, pressure, dissolved oxygen, fluorescence, nutrients and other related oceanographic parameters in marine waters. These tools are used around the world by ocean researchers, resource managers, and key industries engaged in offshore exploration and ocean resource utilization. Our customers include research institutes, ocean observing programs, national and local government agencies, oil companies, engineering firms, environmental consulting businesses, and navies throughout the world. Our products are used in numerous critical environmental research and monitoring efforts that are deeply tied to our modern world. These studies include topics ranging from determining the ocean’s role in, and the associated impact from, climate changes, to the monitoring of environmental impacts of major episodic events such as oil spills and tsunamis. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused, and growth-oriented. Working at Sea-Bird gives you access to a robust career development process and challenging stretch opportunities. 


Description

Purpose of Position: 


The primary role of this position is to lead the daily functions of a Service Department which provides high quality repair and preventative maintenance services to oceanographic equipment. The Service Supervisor is responsible for ensuring the site achieves its goal to deliver orders on time with impeccable quality, and contributes meaningfully to company’s revenue goals.  This role interacts directly with our end-users and is responsible for ensuring a positive customer service experience. The Service Supervisor identifies improvement opportunities and implements sustained corrective actions leading to continuous improvement. This position will involve mentoring and guidance of the Service Lead, Service Technician I, II and III associates and as well as Service Administration associates. This position also involves tasks deemed complex, high profile and/or department critical, including back-up of the Director of Global Service and Technical Support.


Essential Functions:

  • Drive a teamwork-oriented culture to ensure that all service to customer- or company-owned equipment is completed efficiently, on time, and correctly according to specification.

  • Use lean manufacturing concepts to effectively plan and execute continuous process improvements.

  • Communicate effectively with customers, associates and colleagues via phone, email or in-person.

  • Maintain positive relationships with critical customers, and serve as primary escalation point for customer concerns.

  • Measure Key Performance Indicators (KPIs) for the team and communicate results daily at both the factory and department boards.

  • Provide root-cause analysis and corrective action plans for KPI misses.

  • Maintain and effectively prioritize cross-training plans.

  • Use, create, and maintain established work instructions or product specific training to provide repair, calibration, certification, testing and preventative maintenance services for Sea-Bird Scientific equipment.

  • Provide routine feedback and coaching to direct report staff, including writing yearly performance objectives and development plans.

  • Assist in making hiring and termination recommendations.

  • Approve and coordinate associate work hours and time off requests.

  • Comply with all safety rules and regulations including but not limited to: wearing all required PPE, maintaining a safe work area, identifying and reporting unsafe conditions to supervisor, and participating in risk assessments.

  • Required to work off-shift as needed to meet required deadlines.

Other Non-Essential Functions:

  • Provide input into product design and new service offerings.

  • Collect data to support strategic changes to service offerings.

  • Provide service administration assistance to customers and other associates.

  • Capture quality defects in materials used for repairs and service.

  • Other duties as assigned.

Job Requirements



Qualifications

  • Two-year technical degree required; Bachelor’s degree preferred
  • 10-12 years related experience in an appropriate manufacturing or service environment.
  • 5-6 years’ experience providing direct customer support in either a field or office environment.
  • 2-4 years’ experience as a department Lead. 
  • Ability to work independently, organize and manage time efficiently and effectively.
  • Ability to troubleshoot complex issues in a structured and logical manner.
  • Ability to follow documented instructions and procedures with no supervision.
  • Ability to use complete Microsoft Office Suite, Oracle experience a plus.
  • Ability to learn and use scientific and/or plotting software.
  • Ability to effectively interact with co-workers, customers, technicians, sales and other office staff.
  • History of good employment attendance and punctuality.
  • Availability to travel as required.
Language Skills:

Ability to read, analyze, and interpret and generate technical procedures. Ability to write reports, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, and customers. Ability to provide content suitable to be turned into technical documents. Ability to respond to common inquiries or issues.

Mathematical Skills:

Ability to work with mathematical concepts such as probability and statistical inference and formulas to analyze data using Microsoft Excel. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is frequently required to reach with hands and arms. The employee is constantly required to stand/or sit, squat, turn/twist, reach, use hands to: finger, handle, feel or operate objects, tools or controls, and computer keyboards. The employee is occasionally required to walk, climb, balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell. 

The employee must occasionally lift, carry, push or pull up to 50 pounds and/or frequently lift, carry, push or pull up to 20 pounds. 

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee may be subjected to moving mechanical parts, electrical currents, vibrations, fumes, odors, dusts, gases, chemicals, oils, extreme temperatures and work space restrictions. 

The work environment for this position is both office/manufacturing and field service/support activity. 
The field service/support activity will take this individual into customers' locations and moderate physical activity (e.g. lifting/carrying of materials) occurs.

The noise level in the work environment is occasionally loud.

Employees will be required to wear the proper Personal Protective Equipment (PPE) which may include: eye, hearing and respiratory protection, protective smock, steel toe shoes, gloves, hard hats, or face shields. Contact lenses may not be allowed in some areas.

The duties listed in job descriptions are not intended to be an all-inclusive list of the duties, responsibilities and requirements of the job described. Rather, they are intended to describe the general nature of the job. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

PRE-EMPLOYMENT TESTING

External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.

The purpose of this description is to assist in ADA compliance and is not intended for other purposes such as collective bargaining, or compensation.


Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.

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