Service Operations Supervisor

POSITION OVERVIEW

RESPONSIBILITIES AND DELIVERABLES

• Safety, quality, and compliance: Maintain a safe, respectful, and compliant work environment. Ensure adherence to established policies, standard work, work instructions, quality requirements, ESD controls, 5S expectations, and audit processes. Address and escalate safety or quality concerns promptly.
• Daily operational performance: Own daily execution across assigned manufacturing operations. Establish staffing and work priorities, manage flow to customer demand, and deliver SQDIP and Fulfillment KPI performance across shifts.
• Daily Management and Leader Standard Work: Lead a disciplined Daily Management process. Conduct floor walks, review visual performance, verify countermeasures, maintain Leader Standard Work, and ensure issues are escalated to the appropriate support team.
• Frontline leadership: Lead, coach, and develop Team Leaders, Lead Technicians, and Service Technicians. Set clear expectations, provide timely and direct feedback, conduct regular one-on-ones, and build ownership and accountability at every level.
• Talent and performance management: Recruit and onboard team members who align with company values. Monitor performance and behaviors, complete formal reviews and development discussions, recognize strong contributions, address performance concerns, and recommend employment status changes in accordance with company policy.
• Labor and capacity planning: Translate demand into labor and capacity requirements. Adjust staffing, schedules, cross-training, overtime, and work assignments to protect safety, quality, delivery, and productivity while supporting business priorities.
• Training and capability building: Ensure training plans, qualification records, skills matrices, and certification requirements are current. Verify training effectiveness and build cross-functional capability that supports flexibility, succession, and career development.
• Continuous improvement: Champion the Fortive Business System and Lean conversion. Sustain standard work, one-piece flow, 5S, visual management, kanban, kamishibai, TPM, and structured problem solving. Lead or sponsor kaizen activity that improves safety, quality, lead time, cost, and customer experience.
• Cross-functional partnership: Partner with Planning, Supply Chain, Quality, Engineering, Customer Service, Shipping, IT/Operational Applications, Finance, and other stakeholders to resolve constraints, support priorities, and improve end-to-end operational performance.
• Customer and order execution: Identify and communicate risks to customer commitments. Coordinate recovery plans for material, quality, equipment, labor, systems, or process constraints and maintain clear ownership until issues are resolved.
• Change and readiness leadership: Support new product introductions, operations readiness, process changes, equipment deployment, layout changes, and digital system improvements. Ensure changes are risk-assessed, communicated, trained, and sustained.
• Administrative leadership: Review and reconcile time and attendance records, approve time-off requests, maintain schedule coverage, and complete required people, operational, and compliance documentation accurately and on time.

ORGANIZATIONAL ALIGNMENT

• Reports to the Senior Fulfillment Manager, Pittsburgh.
• Provides direct leadership to assigned frontline leaders and team members, which includes Team Leaders, Lead Technicians, and Service Technicians.

QUALIFICATIONS REQUIRED SKILLS AND WORK TRAITS

• Proven ability to lead, coach, motivate, and develop teams in a service, manufacturing or similarly fast-paced operations environment.
• Demonstrated success driving safety, quality, delivery, inventory, productivity, and employee engagement results.
• Ability to establish priorities, translate demand into an executable daily plan, and adjust quickly when conditions change.
• Strong performance-management capability, including expectation setting, feedback, recognition, development planning, and accountability.
• Demonstrated ability to lead change through collaboration, clear communication, and effective follow-through.
• Strong problem-solving and decision-making skills, including the ability to contain issues, identify root causes, and sustain countermeasures.
• Ability to surface and resolve issues using a respectful, team-based approach that promotes trust, candor, and psychological safety.
• Effective written and verbal communication skills across frontline, technical, support, and leadership audiences.
• Working proficiency with Microsoft 365 and the ability to learn and use business systems required to manage people and operations.

EXPERIENCE

• 3-5 years of supervisory or operations leadership experience preferred; equivalent technical or frontline leadership experience with demonstrated positive results in operational change and team development will be considered.
• Experience leading teams of approximately 20 or more employees is preferred.

PREFERRED QUALIFICATIONS

• Experience in a Lean or Fortive Business System environment, including Daily Management, standard work, 5S, visual management, kaizen, and structured problem solving.
• Experience with high-mix manufacturing, assembly-type operations, regulated products, or electro-mechanical assembly and test.
• Knowledge of performance metrics and visual management used to drive safety, quality, delivery, inventory, productivity, and engagement.
• Experience with Oracle eBS or comparable ERP systems; familiarity with digital workflow, quality, service, or issue-management tools is beneficial.
• Formal leadership training, Lean certification, or demonstrated FBS Champion capability is beneficial.

TECHNICAL COMPETENCIES

• Ability to understand and enforce standard work, work instructions, quality requirements, and operational controls.
• Ability to interpret operational data, identify abnormal conditions and trends, and convert findings into clear actions.
• Practical knowledge of Industrial Scientific products, services, applications, and operating processes is preferred, or the ability to build that knowledge quickly.
• Attention to detail and the ability to recognize, contain, and escalate nonconformities and operational risk.

EDUCATION

• Bachelor's degree in Business, Operations, Engineering, Supply Chain, or a related field is preferred. An associate degree, relevant technical education, military experience, or an equivalent combination of education and related work experience will be considered.

WORKING LEADERSHIP EXPECTATIONS

• Maintain a visible and consistent presence in assigned operating areas and engage directly with frontline teams.
• Support multiple shifts, schedule changes, or off-shift escalation when business conditions require leadership coverage.
• Operate with integrity, sound judgment, respect for people, and a strong commitment to the shared purpose and core values of Industrial Scientific.