Supervisor, Customer Returns & Reprocessing
 Karl Storz Endoscopy | |
 United States, Massachusetts, Auburn | |
 Mar 13, 2026 | |
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I. Job Purpose and Job Duties This role requires an active and present leadership style to ensure rapid and knowledgeable responses to daily needs. Effective communication is essential in this position, interacting with all levels of the organization, as well as internal and external customers/suppliers. The role requires the supervisor to be on-site to complete the below requirements. This may require longer hours than a standard eight-hour workday. Work-from-home hours are allowed as needed, but to do not take the place of the required on-site hours. The supervisor is required to ensure the safety and security of their team members by focusing on the execution of department and company policies. This position will oversee the functional and cosmetic evaluation of hand instrumentation and electro-mechanical medical devices, as well as performing software upgrades. The supervisor will ensure established standard operating procedures and work instructions are consistently followed to produce safe, accurate, and timely evaluation of customer and company owned assets. All department procedures are routinely audited for effectiveness and improved when necessary. Effective daily collaboration and communication (written/verbal) with stakeholders throughout the process is an important requirement for long term success. The supervisor is required to be trained and be able to execute the department work instructions and procedures. Developing associate skills and contributions through conversation, coaching, and support. Continuous Improvement activities are initiated and completed on top operational defects, both in impact and volume. Daily labor forecasting and adjustments are required to meet objectives of safety, throughput, and accuracy in supporting customer satisfaction. Ownership of the department: Safety and security of your associates Safety and Sanitation Checklist Potential safety risks are addressed Aware of associate behaviors and actions Directing team on deliverables Communicate team targets and goals Follow-up on execution of targets and goals Know the state of your department Daily Standard Work Kronos LMS Snapshot VOC review Return Inventory Report SAP Open task report Execution and follow-up of Exception Management Use CI tools to diagnose problems/exceptions Monitoring of exceptions Follow-up on audit results, internal and external Financial responsibility of purchases, department spending, and follow-up on discrepancies as needed. Plan and strategize the execution of incoming and outgoing workflow Understand your department inputs Understand your incoming department's workflow and strategies Create and execute action plan(s) for out-of-control workflow situations Communicate plans and strategies with appropriate business partners Lead department projects as delegated and supported by management Oversee the on-time completion of expediting requests. Communicate with and Manager/Director on potential safety and/or department issues, people, and product related. Addressing non-standard workflow (i.e. VOC/Defects) and escalating to management as needed Approve, drive, support, and quantify continuous improvement ideas to improve efficiency, service levels and reduce waste. Assist with creation, editing, and processing of work instructions. Cross-training within KSEA-L departments to better understand business requirements Driving LEAN/Continuous Improvement initiatives with a high level of engagement to support internal and external business partners. These activities include: 5S VOC program Idea Board Audits Visual Control Systems Responsible in LC labor planning, both short term and long term. Reinforcing and supporting training and coaching of best practices, work instructions, and procedures. Serve as the backup to your manager with work allocation and necessary meetings. Responsible for supporting compliance and implementation of process improvements with internal and external departments. Creating a training plan for the department: Ensure Training Trackers are submitted and being completed on time. Create a plan for areas of risk where there is light training. Communicate and plan with business partners on cross-training efforts to support operational needs. Ensure our Compliance and Quality Management System standards are being met through auditing and communicating opportunities. Run reports to support and prioritize daily workflow through the department to help maintain FIFO and resolve discrepancies. Responsible for overseeing the maintenance and storage of current software files for electro-mechanical devices Maintaining an accurate Kanban inventory system within the department Facilitating reinspects assigned by quality Maintaining an up-to-date PM and Calibration schedule for test equipment Support complaint investigation and collaborate with complaint handling team. Must be able to work overtime as needed with minimal notice. Other duties and responsibilities as assigned. The performance of this position is measured by achieving targets related to the following KPIs (others may be added as identified):
II. Minimum Knowledge, Education and Skill Requirements Required
Preferred
III. Essential Functions
Physical Requirements:
IV. Core Requirements
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