The Supervisor, Factory Service Depot oversees the drives strategic direction and daily operations of Solta Medical’s Factory Service Depot.  Responsible for ensuring the efficient and compliant execution of repairs, refurbishments, and service-related activities.  This role requires a proactive, detail-oriented leader who maintains strong situational awareness of depot workflows, anticipates issues before they arise and drives continuous improvement initiatives.  The Supervisor must foster clear communication, accountability, and cross-functional collaboration with Product Support, Quality, and Engineering teams to ensure operational excellence and regulatory compliance.
    

Principle Responsibilities and Duties:
Note: The following are meant to be representative but not necessarily all inclusive of the duties and responsibilities for this position title. 

•    Factory Service Depot Operations & Technical Oversight

o    Ownership of the daily operations in the Factory Service Depot, including repair and refurbishment of returned systems and serviceable assemblies.
o    Prioritize repairs and refurbishment schedules to meet key depot metrics and maintain service exchange inventory.
o    Ensure consistent documentation of servicing activities, complaint confirmations, and failure investigations in accordance with Solta Quality System requirements            and regulatory standards (FDA, CE, UL).
o    Maintain awareness of process flow through the depot, identifying and addressing workflow gaps, delays, or inefficiencies in real time.
o    Drive thorough root cause analysis and corrective action on hardware and consumable defect returns, ensuring complete and well-documented closures.
o    Ensure all work order closures and failure investigations are complete, clear, and compliant.
o    Partner with Quality and Engineering on process validation and service procedure updates.

•    Process Improvement & Operational Excellence

o    Identify areas for improvement in depot processes, documentation, or communication, and proactively recommend or implement corrective actions.
o    Monitor recurring issues and develop preventive strategies to minimize downtime and improve repair turnaround time.
o    Collaborate with Product Support and Service Engineering to implement new tools, methods, and depot capabilities.
o    Ensure depot readiness in terms of tooling, test equipment, supplies, and calibration compliance.
o    Track and report key departmental metrics, using data to justify process or staffing adjustments.

•    Personnel Leadership & Team Development

o    Supervise and coach a team of Service Technicians, promoting accountability, engagement, and technical proficiency.
o    Provide structured training and development for new hires and existing staff on repair procedures, quality standards, and safety requirements.
o    Set clear expectations for performance and communication, ensuring technicians understand workflow priorities and escalation paths.
o    Conduct annual performance reviews, deliver constructive feedback, and support professional growth.
o    Foster a culture of ownership – encouraging technicians to identify problems, suggest improvements, and verify their work before closure.

•    Communication & Cross-Functional Collaboration

o    Escalate relevant service needs to Product Support, Quality, Engineering, and Supply Chain to ensure alignment on priorities and issue resolution.
o    Clearly document and justify operational decisions, resource requests, and improvement proposals.
o    Lead and contribute to regular team meetings, providing updates on metrics, issues, and corrective actions.
o    Demonstrate strong written and verbal communication skills in technical documentation, reporting, and correspondence.

•    Safety, Compliance, and Documentation

o    Enforce all safety and environmental protocols and procedures.
o    Maintain compliance with Solta’s Quality System and regulatory requirements.
o    Ensure service records, failure investigations, and traceability documentation are complete and audit-ready.
o    Support calibration and maintenance schedules for depot tools and test equipment.

Experience, Education, and Competencies:

o    Associate’s Degree in Electronics, Engineering, or equivalent experience.
o    Minimum 2 years in a supervisory or team leadership role in a service or technical environment.
o    Demonstrated ability to recognize and address operational issues proactively.
o    Strong organizational and analytical skills with high attention to detail and follow-through.
o    Excellent communication skills, both oral and written, with the ability to clearly justify technical and operational decisions.
o    Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, and Teams).
o    Knowledge of ESD environments and safe handling practices.

Language and Verbal Skills

Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally.

Math Skills

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.  

Analytical and Reading Skills

Ability to read, analyze, interpret and assist in the creation and refinement of company procedures.  Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings.

Physical Requirements

While performing the duties of this job, the employee may be required to perform lifting tasks of up to 70 pounds for short durations.  Duties of this job may involve standing and/or walking for extended periods of time.  Duties also involve daily keyboard data entry.  Specific vision abilities required by this job include close vision.

Work Environment

Most work will be performed in an office environment.  The noise level in the work environment is usually low to moderate.  

Safety

Solta is committed to the health and safety of our employees.   We expect that all employees will perform their responsibilities while maintaining a safe, cooperative, and productive work environment, thus ensuring the health and safety of themselves and others.

The range of starting base pay for this role is $63K-87K.  Actual starting pay will be based on a wide range of factors including, but not limited to, relevant skills, experience, qualifications, education and location. In addition to base pay, this position is eligible for participation in either (i) our annual bonus program or (ii) a sales incentive plan.

Benefits package includes a comprehensive Medical (includes Prescription Drug), Dental, Vision, , Flexible Spending Accounts, 401(k) with matching company contribution, discretionary time off, paid sick time, tuition reimbursement, parental leave, short-term and long-term disability, life insurance, accidental death & dismemberment insurance, paid holidays, employee referral bonuses and employee discounts.