This is a hybrid position, requiring onsite presence at our Clearwater, FL location on Tuesdays, Wednesdays, and Thursdays. Relocation assistance is offered.
Position Summary
The Supervisor, Service Operations & Sales Support is responsible for leading and overseeing service support functions that drive operational excellence, customer satisfaction, and service revenue growth. This role manages service delivery operations, service programs, loaner and demo equipment, service contract administration, repair and service quoting, customer and sales support, inventory and asset management, and field return processes. The Supervisor leads a service support team and collaborates closely with Sales, Field Service, Supply Chain, Operations, and customers to ensure seamless service execution and achievement of business objectives.
Essential Duties and Responsibilities
Customer & Sales Support
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Provide leadership support for service activities related to repairs, contracts, and service programs including field inventory
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Partner with sales teams to support customer opportunities and service-related revenue growth with loaner/evaluation equipment
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Ensure timely, accurate, and professional communication with customers and internal stakeholders.
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Manage the administration, entry, maintenance, renewal, and reporting of service agreements, warranties, and maintenance contracts.
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Ensure contract accuracy, compliance, and proper system documentation.
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Collaborate with Sales, Finance, and Service leadership to support contract renewal/new and business growth initiatives.
Service & Repair Quoting
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Oversee the preparation, review, and delivery of service and repair quotations.
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Ensure quotes are accurate, competitive, and delivered within established service levels.
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Monitor quote activity, conversion rates, and turnaround times.
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Collaborate with engineering, service, and sales teams to develop customer-focused solutions.
Service Programs Management
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Manage loaner and demo equipment programs to ensure product availability, utilization, tracking, and customer support.
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Develop and maintain processes that support efficient execution of service programs.
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Monitor program performance and identify opportunities for improvement.
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Oversee field inventory, service inventory, and company-owned assets.
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Ensure inventory accuracy and accountability through established controls and processes.
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Manage product return, asset recovery, and disposition activities.
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Partner with Service Operations and Marketing teams to optimize inventory availability and utilization.
Service Delivery & Order Management
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Oversee service request backlog management from initiation through completion.
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Monitor service order status and proactively address issues impacting customer commitments.
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Ensure timely communication to customers/sales representatives regarding service repair status, parts availability, and order completion
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Serve as an escalation point for complex customer and operational issues.
Process Improvement & Reporting
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Develop and track key performance indicators (KPIs) related to service operations and sales support activities.
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Analyze operational data and identify opportunities to improve efficiency, customer satisfaction, and business performance.
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Prepare reports, dashboards, and business reviews for management.
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Lead continuous improvement initiatives and process standardization efforts.
Required Qualifications:
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Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, or a related field required.
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Minimum 5 years of experience in service operations, customer service, service administration, or a related business function required.
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Minimum 2 years of supervisory or leadership experience required.
Preferred Qualifications:
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Experience in aftermarket/service environments
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Analytical problem-solving and decision-making capabilities.
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Proficiency in ERP, CRM, and service management systems.
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Advanced Microsoft Office skills, particularly Excel.
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Ability to work effectively across multiple functions and levels within the organization.
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Strong leadership, coaching, and team development skills.
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Excellent customer relationship and communication skills.
This position is not eligible for employer-based sponsorship.
Benefits:
CONMED offers a wide array of benefits to fit your unique needs. Visit our Benefits Page for more information.
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Competitive compensation
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Excellent healthcare including medical, dental, vision and prescription coverage
Short & long term disability plus life insurance - - cost paid fully by CONMED
Retirement Savings Plan (401K) - - CONMED matches your contributions dollar for dollar, with the potential for up to 7% per pay period
Employee Stock Purchase Plan - - allows stock purchases at discounted price
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Tuition assistance for undergraduate and graduate level courses
Know someone at CONMED? Have them submit you as a referral before applying for this position to be eligible for our Employee Referral Program incentives!
CONMED is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply. The Know Your Rights: Workplace Discrimination is Illegal Poster reaffirms this commitment.
Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at 800-929-7176 option #5.
