Business Title: Field Service Engineering Supervisor

Location: Hybrid, Boston MA or Lafayette LA

Reporting Manager: Senior Manager of Customer Operations

Hours: Full-Time

Why Tides Medical?

Joining Tides Medical means being a part of a health care team who is passionate about serving others, values integrity and quality, and excellent customer relationships. We are a service company with a portfolio of great technology – not the other way around.

Purpose of Position

Under the leadership of the Senior Manager of Customer Operations, the Field Service Engineering Supervisor oversees the development and optimization of the field service function, including supporting a first-of-its-kind intraoperative 3D printer for wound care. This role provides technical expertise, leads a team of technicians, and collaborates cross-functionally to drive innovation, improve product quality, and enhance operational efficiency.

Essential Functions of the Areas of Responsibility

• Lead the field service department and supervise a team of technicians 
• Develop, implement, and optimize processes to enhance efficiency, quality, and compliance with FDA, ISO, and other regulatory standards.
• Conduct root cause analysis and implement corrective and preventive actions (CAPA) for process deviations and non-conformances.
• Collaborate cross-functionally with Customer Service, Quality, and other departments to support new product introductions and process validation.
• Develop and maintain process documentation, including SOPs, work instructions, validation protocols, and reports.
• Lead process validation activities (IQ, OQ, PQ) and ensure compliance with industry standards.
• Identify and implement cost-saving and continuous improvement initiatives using Lean and Six Sigma methodologies.
• Manage technical projects, facilitate meetings, and serve as a Point-of-Contact (POC) on multiple projects as the technical lead.
• Provide data analysis, including statistical analysis, to support decision-making.
• Ensure proper maintenance, calibration, and validation of equipment and tools.
• Frequently communicate status updates to leadership and stakeholders.
• Ensure projects meet design, development, technology transfer, validation, and post-launch requirements.
• Apply engineering principles and scientific expertise to develop solutions for complex problems.

Expectations

• Work well with others and not create undue office stress or conflicts.
• Be a practical problem solver and work independently.
• Be truthful in all aspects of conduct and communications.
• Be respectful of other employees and not engage in speech or conduct that is discriminatory.
• Uphold confidentiality of employee records, donor records, and proprietary corporate information

Key Qualifications, Requirements, and Attributes

• Bachelor’s degree in Engineering (Mechanical, Biomedical, Industrial, or related field).
• 8+ years of experience in medical device processes or process engineering
• Experience with 3D printing preferred
• Strong knowledge of medical device regulations (FDA 21 CFR Part 820, ISO 13485, ISO 14971).
• Experience with process validation (IQ/OQ/PQ)
• 1-2 years experience in a supervisory or leadership role 
• Strong communication and collaboration abilities.
• Experience using CRM or internet-based inventory tracking systems is preferred

Physical, Mental, Environmental Demands

• Up to 8 hours of sitting, walking, using a computer, etc.
• Must be able to lift up to 25 pounds
• Must be able to hear and speak on the phone
• Must be able to perform job duties in a fast-paced work environment
• US travel required, up to 40%

This is a hybrid position with a preferred location in the Boston, Massachusetts or Lafayette, Louisiana areas.