SUPERVISOR II TECHNICAL SERVICES

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients- that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us is driven to help improve patients' lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

SUMMARY

The Technical Service Supervisor works remotely in the field and is responsible for the direct supervision of Field Service employee's (FSEs) who deliver a variety of service activities for contract, warranty, and time & material to customers. This position reports to the Regional Manager and supports the Region Manager and Team Leaders to implement the company's' practices in safety, quality, cost, delivery, and morale (SQCDM). The Supervisor actively leads and collaborates where KPIs are reviewed, problems/obstacles are identified, and corrective action plans are developed and implemented to achieve agreed upon targets.

Essential Roles and Responsibilities

• Coordinate and manage employee work schedules to meet service delivery targets
• Ensure compliance with company HR policies and demonstrate proficiency in timekeeping and People Enterprise systems
• Provide real-time virtual escalation support to Field Service Engineers (FSEs) using remote tools
• Deliver consistent coaching and performance feedback through the ACE system to engage, develop, and motivate employees
• Foster individual and team development while attracting, retaining, and growing top talent
• Manage staffing activities including requisition creation, interviewing, hiring recommendations, evaluations, and disciplinary actions
• Monitor and improve KPI dashboards and FSE work queues, demonstrating expertise in service dispatching
• Conduct ride-alongs with regional FSEs and provide feedback on territory and inventory management best practices
• Track and ensure timely completion of required training for all FSEs
• Lead or support regional Field Corrective Actions and contribute to vendor management as needed
• Analyze customer service history data to support commercial and service team initiatives
• Oversee regional onboarding, initial training, and procurement of tools and resources necessary for FSE success
• Promote adherence to the company's Quality Management System and recommend improvements while ensuring team compliance
• Demonstrate leadership behaviors that support a flexible and engaging work environment aligned with the company's goal of being a best place to work
• Apply Lean principles and tools to drive continuous improvement across team processes and responsibilities
• Lead technical reviews, investigations, and process improvement projects to enhance service quality and operational performance
• Comply with all environmental, health, and safety policies, SOPs, and equipment requirements, including department-specific standards
• Exemplify Vantive's cultural values of Care, Own it, Trust, and Innovate in all supervisory actions
• Perform additional responsibilities.
• Qualifications

• Proven ability to resolve complex customer issues with professionalism and efficiency
• Strong interpersonal and communication skills with the ability to influence, collaborate, and build relationships across teams and organizational levels
• Demonstrated ability to foster teamwork and cross-functional collaboration, adapt to changing service environments, and apply effective problem-solving skills in dynamic situations.
• Effective under pressure, with the ability to respond quickly to customer needs and meet tight deadlines when required
• Strong analytical skills, including the ability to assess problems, troubleshoot effectively, and interpret statistical data, charts, and tables
• Skilled in presenting information clearly to groups and senior management, and responding to detailed inquiries
• Proficient in Microsoft Office applications including Outlook, Word, Excel, PowerPoint, Visio, and Project.
• Familiarity with business intelligence tools such as Tableau and Power BI
• Experience in biomedical engineering practices including installation, preventive maintenance, calibration, and repair of electromechanical and digital medical devices
• Ability to diagnose and replace defective parts, perform mechanical adjustments, and ensure compliance with safety and regulatory standards
• Ability to travel 50-75%, including overnight stays; willingness to drive long distances or fly as required.
• Valid driver's license required.
• Demonstrate interpersonal skills that embrace Vantive's cultural values of Care, Own it, Trust and Innovate.

Experience and Education

Associate's degree required; Bachelor's degree preferred

5+ years of relevant experience required

5+ years of formal supervisory experience preferred

Internal candidates may also qualify with the following:

• Associate's degree and 2+ years of experience at Vantive
• Demonstrated leadership in the field, including:
• Leading projects or initiatives without formal authority
• Mentoring or training peers
• Acting as a go-to resource for team coordination or problem-solving
• Supporting team development, engagement, or performance feedback
• Participation in cross-functional collaboration or transformation efforts
• Strong alignment with Vantive's culture levers: Care, Trust, Own It, and Innovate

US Benefits at Vantive

This is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan ("Aon PEP"), Vantive's 401(k) retirement savings plan, to help you prepare for your future. The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently. The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals.

We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees.For additional information regarding Vantive's US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive

Equal Employment Opportunity

Vantive is an equal opportunity employer. Vantive evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

Recruitment Fraud Notice

Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.