Technical Services Supervisor

vwr; Manatí (PR); On-site; USD 85,000 - 125,000; Full time

Job summary

Avantor is seeking a Supervisor II, Equipment & Instruments Services to lead a team of service technicians in pharmaceutical and biotech settings, overseeing calibrations, maintenance and installations. You will drive safety, quality and customer satisfaction while mentoring staff and ensuring compliance with GMP/ISO standards.

You will also develop talent, participate in recruiting and onboarding, and collaborate with customers on performance reviews and service improvements.

Responsibilities

• Supervise, mentor, and develop a team of service technicians.
• Establish clear performance expectations and conduct regular performance evaluations.
• Promote a culture of accountability, safety, and continuous improvement.
• Identify training needs and support technician certification and technical development.
• Participate in recruiting, onboarding, and retention strategies for technical talent.
• Plan and coordinate daily service operations including calibration, maintenance, repair, and installations.
• Optimize technician schedules, workload distribution, and resource utilization.
• Ensure adherence to service procedures, safety protocols, and operational standards.
• Monitor service performance and implement corrective actions when necessary.
• Maintain strong relationships with key customers within pharmaceutical, biotechnology, and regulated industries.
• Serve as escalation point for complex service issues.
• Participate in customer meetings to review service performance and address improvement opportunities.
• Ensure timely resolution of customer complaints and service issues.
• Provide advanced technical guidance on troubleshooting, diagnostics, and equipment repairs.
• Ensure technicians follow proper calibration and testing procedures aligned with manufacturer specifications and metrology standards.
• Support complex technical interventions when required.
• Ensure compliance with GMP, ISO standards (including ISO 17025 where applicable), and internal quality procedures.
• Maintain accurate documentation of service activities and calibration records.
• Support internal and external audits and ensure corrective actions are implemented.
• Monitor and analyze key service metrics such as: Service productivity, Equipment uptime, Turnaround time, Customer satisfaction and Quality indicators
• Develop and implement improvement initiatives to enhance operational performance.
• Identify opportunities to improve service delivery and operational efficiency.
• Support business development initiatives by identifying service opportunities with existing customers.
• Contribute to strategic initiatives that strengthen the service organization.
• Performs other duties as assigned.

Job description

The Opportunity:

Supervisor II, Equipment & Instruments Services

Leadership & Team Development

• Supervise, mentor, and develop a team of service technicians.
• Establish clear performance expectations and conduct regular performance evaluations.
• Promote a culture of accountability, safety, and continuous improvement.
• Identify training needs and support technician certification and technical development.
• Participate in recruiting, onboarding, and retention strategies for technical talent.

Service Operations Management

• Plan and coordinate daily service operations including calibration, maintenance, repair, and installations.
• Optimize technician schedules, workload distribution, and resource utilization.
• Ensure adherence to service procedures, safety protocols, and operational standards.
• Monitor service performance and implement corrective actions when necessary.

Customer Experience & Relationship Management

• Maintain strong relationships with key customers within pharmaceutical, biotechnology, and regulated industries.
• Serve as escalation point for complex service issues.
• Participate in customer meetings to review service performance and address improvement opportunities.
• Ensure timely resolution of customer complaints and service issues.

Technical Oversight

• Provide advanced technical guidance on troubleshooting, diagnostics, and equipment repairs.
• Ensure technicians follow proper calibration and testing procedures aligned with manufacturer specifications and metrology standards.
• Support complex technical interventions when required.

Quality, Compliance & Safety

• Ensure compliance with GMP, ISO standards (including ISO 17025 where applicable), and internal quality procedures.
• Maintain accurate documentation of service activities and calibration records.
• Support internal and external audits and ensure corrective actions are implemented.

Operational Performance & KPI Management

• Monitor and analyze key service metrics such as: Service productivity, Equipment uptime, Turnaround time, Customer satisfaction and Quality indicators
• Develop and implement improvement initiatives to enhance operational performance.

Business Support & Strategic Contribution

• Identify opportunities to improve service delivery and operational efficiency.
• Support business development initiatives by identifying service opportunities with existing customers.
• Contribute to strategic initiatives that strengthen the service organization.
• Performs other duties as assigned.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world.

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [e-mail] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case‑by‑case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Know Your Rights poster .