Biomedical Services Supervisor en InfuSystem

InfuSystem is a leading national health care service provider, facilitating outpatient care for durable medical equipment manufacturers and health care providers by delivering ambulatory pumps and supplies, along with related clinical, biomedical and billing services, to practices and patients nationwide. With a comprehensive suite of services, InfuSystem improves clinician access to quality medical equipment and promotes patient wellness and safety while reducing the overall cost of infusion care.

InfuSystem offers Oncology, Pain Management and Wound Care therapies, including Negative Pressure Wound Therapy. The company’s Durable Medical Equipment (DME) Services are composed of direct payer rentals, pump and consumable sales, and biomedical services and repair, including on-site and depot services. InfuSystem provides the sale, rental, lease and associated supplies, including infusion pumps, nerve blocks for acute pain, nerve block catheters, postoperative pain pumps, central venous catheters, IV pumps, pole-mounted pumps, syringe pumps, enteral pumps, Huber needles, clean room supplies, IV extension tubing, pump tubing, ambulatory pumps, replacement pumps, disposable products, central venous access devices, closed system transfer devices, negative pressure wound therapy vacs, wound vac, and chemotherapy and oncology infusion pumps. Biomedical services include both on-site and depot preventive maintenance, repair and warranty services, ranging from equipment inspections to extensive repairs, including compression device systems, defibrillators, EKG machines, electrosurgical units, external pacemakers, humidifiers, infusion pumps, LCDs, light sources, modules, patient monitors, printers, pulse oximeters, telemetry transmitters and tourniquets – all completed to factory specifications.

Headquartered in Rochester Hills, Michigan, InfuSystem delivers local, field-based customer support and operates Centers of Excellence in Michigan, Florida, Kansas, California, Massachusetts, Texas and Ontario, Canada.

SUMMARY:

This position supervises a team responsible for order processing, repairs, and preventive maintenance of customer-owned and InfuSystem-owned equipment within the Device Solutions and Patient Services business segments. The role emphasizes maintaining optimal inventory levels of patient-ready devices while collaborating with depot and site leadership to promote a customer-first culture and achieve high levels of customer satisfaction. Success in this position requires advanced technical expertise, strong troubleshooting skills, excellent communication skills, and a proactive approach to problem-solving. Key responsibilities include monitoring KPIs, surpassing customer expectations, and effectively managing resources and inventory to meet daily operational objectives.

IN THIS ROLE, THE IDEAL CANDIDATE WILL:

• Supervise, manage, and assist with the daily servicing of medical equipment.
• Consistently uphold and exceed QA and QC standards while meeting production goals by adhering to established protocols, working efficiently, and collaborating with team members to ensure high-quality results and optimal workflows.
• Delivering cost-effective and timely maintenance of medical devices to meet customer needs.
• Recording key details of service actions and observations regarding devices conditions and operations. This essential process helps build a device's history and provides customers with more valuable insights. Precisely adhere to established processes and procedures to diagnose, test, and recertify devices.
• Accurately inputting work orders into the company CMMS (Computerized Maintenance Management System), including correct details on parts, labor, equipment, and performance results.
• Comprehend, train, and implement the principles of 5S workplace organization.
• Ensure completion of annual compliance training to maintain regulatory standards, uphold company policies, and promote a culture of accountability and ethical practices.
• Provide valuable feedback to leadership regarding emerging issues with devices and processes, contributing to continuous improvements in service quality, efficiency, and customer satisfaction.
• Stay flexible, open-minded, and eager to learn while sharing knowledge with colleagues, ensuring that the team collectively meets and exceeds customer expectations at all times.
• Train technicians on processes and procedures for diagnosing, repairing and recertifying medical devices.
• Work closely with the training department to ensure that technicians' training records are regularly updated and maintained.
• Lead efforts to enhance operational awareness by identifying and implementing new processes or procedures that improve repair capabilities, reduce costs, and increase repair effectiveness.
• Ensure communication between the Service team and the Training department prior to training sessions for both new and existing technicians.
• Assure compliance with ISO standards.
• Collaborate with the Procurement team to ensure sufficient spare parts, accessories and supplies are available when needed.
• Provide the Manager of Biomedical Services with insights regarding the Technical Group's productivity and quality in recertification, diagnosis, and repair processes.
• Support the Manager of Biomedical Services in determining the need to adjust the working hours of the Technical Group.
• Collaborate with sales and service coordinators to plan and coordinate onsite PM/repair visits as needed.
• Collaborate with sales and customer service to plan and coordinate timely execution of orders above current par levels and Large orders as needed.
• Assist in resolving customer-related issues by conducting phone calls and webinars to identify and address technical problems with devices, and provide feedback to the Manager of Biomedical Services and the sales team on emerging device issues and process improvements.
• Support the Manager of Biomedical Services on productivity, quality concerns, and in administering disciplinary actions for subordinate employees.
• Regularly review and submit employee timecards, ensuring accuracy and timely submission, while consistently reviewing and approving PTO requests in accordance with company policies.
• Assess assigned personnel and prepare and deliver annual performance evaluations for subordinate employees.
• Develop, test, and validate criteria for the acceptance or rejection of new devices, parts, and tubing as needed for the business.
• Investigate the root cause of part or tubing failures and collaborate with vendors to implement corrective actions.
• Assist in conducting interviews and evaluating candidates during the selection process for new hires.
• Pursue ongoing education in leadership and professional development.
• Perform other related duties as required to support departmental goals and organizational needs.

SUPERVISORY RESPONSIBILITIES:

This position supervises the technicians at assigned location.                

THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS:

• Exceptional verbal and communication skills as well as strong organizational skills
• Knowledgeable of good Manufacturing practices
• Knowledge of FDA, ISO 9001:2008, and Quality Systems
• Knowledge of Microsoft Office Suite to include word, excel and outlook.
• Advanced skills using Microsoft Excel and compiling and interpreting quality data
• Associate degree (A.A.) or equivalent from two-year College or technical school and a minimum of two years related experience with medical devices
• Six Sigma Certification or equivalent combination of education and experience in quality
• Ability to read and comprehend documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to add, subtract, and match numbers.
• Ability to deal with problems involving several concrete variables in standardized situations

PERSONAL AND PROFESSIONAL ATTRIBUTES:

The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:

• Strong work ethic
• Sound judgment
• Proven written and verbal communication skills
• Natural curiosity to pursue issues and increase expertise
• Pursue and design innovative analytical performance metrics
• The courage to promote and defend ideas and analyses
• Passionate about InfuSystem and serving customers and patients
• Strives to make an impact on improving our business processes and results
• Exemplary honesty and integrity
• Ability to collaborate effectively and work selflessly as part of a team

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 regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.    Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and 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 is occasionally exposed to extreme cold and extreme heat.  The noise level in the work environment is usually moderate.

COMPREHENSIVE BENEFIT PACKAGE:

At InfuSystem, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer perks and programs that help you grow in your career and make InfuSystem a great place to work!   

• Health plan options that include an employer contribution
• Health Savings Account (HSA)
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• Dental and Vision premiums covered by InfuSystem
• Life Insurance, STD & LTD
• Paid Parental Leave
• Adoption and Fertility Assistance
• 401(k) with a specified Company Match
• Employee Stock Purchase Program
• Tuition Assistance
• Generous Paid Time Off plan
• Employee Assistance Program
• Competitive Pay
• Employee Referral Bonus