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InfuSystem is a leading national health care service provider, facilitating outpatient care for durable medical equipment manufacturers and health care providers by delivering ambulatory pumps and supplies, along with related clinical, biomedical and billing services, to practices and patients nationwide. With a comprehensive suite of services, InfuSystem improves clinician access to quality medical equipment and promotes patient wellness and safety while reducing the overall cost of infusion care.

 

InfuSystem offers Oncology, Pain Management and Wound Care therapies, including Negative Pressure Wound Therapy. The company’s Durable Medical Equipment (DME) Services are composed of direct payer rentals, pump and consumable sales, and biomedical services and repair, including on-site and depot services. InfuSystem provides the sale, rental, lease and associated supplies, including infusion pumps, nerve blocks for acute pain, nerve block catheters, postoperative pain pumps, central venous catheters, IV pumps, pole-mounted pumps, syringe pumps, enteral pumps, Huber needles, clean room supplies, IV extension tubing, pump tubing, ambulatory pumps, replacement pumps, disposable products, central venous access devices, closed system transfer devices, negative pressure wound therapy vacs, wound vac, and chemotherapy and oncology infusion pumps. Biomedical services include both on-site and depot preventive maintenance, repair and warranty services, ranging from equipment inspections to extensive repairs, including compression device systems, defibrillators, EKG machines, electrosurgical units, external pacemakers, humidifiers, infusion pumps, LCDs, light sources, modules, patient monitors, printers, pulse oximeters, telemetry transmitters and tourniquets – all completed to factory specifications.

Headquartered in Rochester Hills, Michigan, InfuSystem delivers local, field-based customer support and operates Centers of Excellence in Michigan, Kansas, California, Massachusetts, Texas and Ontario, Canada.

SUMMARY:
This position is responsible for managing all aspects of Service operations at assigned InfuSystem sites and business segments by working with site supervisors/leads and technical groups to assure world class customer satisfaction. Utilize expertise and experience to assure our “customer is 1st” culture by taking ownership, solving their problems, and exceeding expectations. This position will play a key role in standardization efforts with our teams by leveraging knowledge from existing programs.  Also collects, complies, and analyzes data for graphs and KPI’s that drive continuous improvement and best practice across the organization. Ensures proper allocation of resources and inventory to assure all goals and objectives are met daily.

IN THIS ROLE, THE IDEAL CANDIDATE WILL:

• Monitor and ensure all priorities and business segments are balanced and agreed upon levels are maintained.
• Review training needs within the technical group(s) to identify talent and work with the Learning and Development team to develop the technical team to work at their best.
• Seek out best practice and innovative strategies to increase output with existing resources.
• Communicates the need for transfer or purchase of materials to maintain par levels.
• Plans & communicates with Sales, Director of Biomedical Services, Biomedical Services Supervisor(s) and Buyers to balance orders, customer turn around, ensure adequate supplies and materials and manage available resources to meet promise dates and fulfill orders.
• Works with site Supervisors to adjust the working hours of the Technical Group(s) as needed and updates the Director of Biomedical Services on changes implemented.
• Plans & prioritizes with Service Coordinators, Customer Service and Sales representatives to resolve issues with orders, inventory, and customers.
• Use historical data and current market information to review and adjust par levels on a quarterly and ongoing basis to ensure accurate and adequate par levels to meet demand of all sites and business segments.
• Work with Procurement to assure adequate inventory, reorder points and reorder quantities of spare parts are established and available for all sites.
• Remain flexible, open, and eager to learn/teach fellow employees to always meet and exceed the customer’s expectations.
• Engage with all levels through service to seek out ways to improve the process and gain efficiencies.
• Provide feedback to leadership regarding quality issues with the devices and processes for continued improvement.
• Ensures all sites are trained and in compliance with 5S principals.
• Works with site supervisors on administrative and disciplinary actions of subordinate employees and keeps the Director of Biomedical Services apprised of issues/outcomes.
• Monitors and consults with site supervisors on productivity and quality issues of subordinate employees to drive improvement.
• Participate and advise on new hire selection.
• Identify, coach, and promote emerging leaders and technical experts within the service
• Monitors and trends daily shipping quantities. Have an awareness and understanding of our competitors and the There are many variables that exist and play a factor into supply/demand of the medical devices and services.
• Provide feedback to Upper Management and Sales on emerging issues with the devices and processes for continued improvement.
• Understand the emerging negative trends in the device failures to help develop strategy to reduce or eliminate them.
• Be knowledgeable and proficient of databases and business systems that are used extensively in Biomedical Services to provide metrics, historical data and cost
• Collect and use reporting and statistics on Biomedical Services to inform upper management of progress.
• Continue to advance education in areas of organization, planning, leadership, and development.
• Performs other related duties as required.

SUPERVISORY RESPONSIBILITIES:

This position supervises the technicians in the Rochester Hills, MI depot

THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS:

• Exceptional verbal and communication skills as well as strong organizational skills
• Knowledgeable of good Manufacturing practices
• Knowledge of FDA, ISO 9001:2015, and Quality Systems
• Knowledge of Microsoft Office Suite to include word, excel and outlook.
• Advanced skills using Microsoft Excel and compiling and interpreting quality data.
• Associate degree (A.A.) or equivalent from two-year College or technical school and a minimum of two years related experience with medical devices.
• Six Sigma Certification or equivalent combination of education and experience in quality
• Ability to read and comprehend documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to add, subtract, and match numbers.
• Ability to deal with problems involving several concrete variables in standardized situations.

PERSONAL AND PROFESSIONAL ATTRIBUTES:

The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:

• Strong work ethic
• Sound judgment
• Proven written and verbal communication skills
• Natural curiosity to pursue issues and increase expertise
• Pursue and design innovative analytical performance metrics
• The courage to promote and defend ideas and analyses
• Passionate about InfuSystem and serving customers and patients
• Strives to make an impact on improving our business processes and results
• Exemplary honesty and integrity
• Ability to collaborate effectively and work selflessly as part of a team

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to extreme cold and extreme heat.  The noise level in the work environment is usually moderate.

COMPREHENSIVE BENEFIT PACKAGE:

At InfuSystem, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer perks and programs that help you grow in your career and make InfuSystem a great place to work!   

• Health plan options that include an employer contribution
• Health Savings Account (HSA)
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• Dental and Vision premiums covered by InfuSystem
• Life Insurance, STD & LTD
• Paid Parental Leave
• Adoption and Fertility Assistance
• 401(k) with a specified Company Match
• Employee Stock Purchase Program
• Tuition Assistance
• Generous Paid Time Off plan
• Employee Assistance Program
• Competitive Pay
• Employee Referral Bonus