Job Title: Field Service Manager
Highlights:
- Fortune 500 Medical Device Company
- Market Share Leaders - Innovators in their space.
- Career Growth Opportunities
- Strong Base Salary + Bonus + Company Vehicle + Medical/Dental etc.
My client is seeking a highly skilled and experienced Service Manager. Specifically for their imaging/radiology division, this role is responsible for overseeing all Service Operations, ensuring customer satisfaction, managing performance, and driving continuous improvement across the region. The District Service Manager plays a crucial role in maintaining our high levels of Field Service delivery. This role is highly dynamic, requires strong engagement and leadership skill, and the ability to oversee and execute on multiple areas of work simultaneously.
Summary of Duties and Responsibilities
- Responsible for total customer satisfaction and prompt resolution of equipment problems
- Audit field engineer activity, verify that all preventative and corrective maintenance actions are performed in a timely fashion, reported to the company, and done in accordance with established policies and procedures.
- Coordinate service to customers to ensure efficient use of resources and maximize customer uptime.
- Actively manage and track unused and failed service parts and ensure their timely return.
- Review and analyze district performance measurements, implement corrective action when needed.
- Provide effective guidance to assigned field engineers, set appropriate expectation levels, and inspire others to perform to their maximum potential.
- Ensure all assigned personnel are properly trained and meet regulatory training requirements related to the servicing of the company's products.
- Manage assigned company assets (tools, test equipment, replacement parts) to ensure they are adequately allocated and properly deployed to minimize expense and maximize efficiency.
- Manage the business for the assigned district with the utilization of trending and tracking reports.
- Analyze data and prepare reports on product service issues
- Provide and/or facilitate on-site and remote support to customers and assigned personnel as required.
- Provide pre- and post-sales support; maintain close working relationships with field sales management and other sales personnel to ensure customer’s needs are met.
- Ensure the company's products are installed per specification, in a professional manner, consistent with customer requirements.
- Manage revenue and control expenses within budgetary guidelines and company expectations.
- Create and implement strategies to increase service revenue and profitability. Work with FEs, and develop programs to increase service revenue (contract, billable, PMs, relo, etc.).
- Ensure compliance to all regulatory requirements and that all aspects of DQSM are understood and adhered to by assigned personnel.
- Complete and conduct annual performance appraisals for all assigned personnel.
- Respond to customer inquiries in written form, in person, or via telephone as needed.
- Ensure that all assigned personnel complete and submit all required paperwork and reports accurately and on time.
- Perform other duties and projects as assigned by service management.
Qualifications
- Must be people oriented (coach, motivator, mentor, team builder).
- Ability to work under minimal supervision in a fast-paced environment.
- Capable of quickly resolving constantly changing work schedules and priorities and handling multiple concurrent tasks.
- Proven ability to supervise remote, field-based personnel.
- Must be flexible, able to maintain composure, communicate professionally, and demonstrate excellent problem-solving skills when dealing with upset customers and assigned personnel.
- Position requires frequent travel and ability to travel on short notice.
Education
- Associates degree, or equivalent, in electronics or a related technical discipline. A degree in business administration or management desirable
Experience
- A minimum of 8 - 12 years of experience in a service environment working with customers to resolve problems related to x-ray, digital imaging, or related medical diagnostic equipment
- At least 2 – 3 years of experience in a leadership or managerial role
Specialized Knowledge
- Must be proficient with Windows software (Word, Excel)
- Strong customer relations and communications skills, both verbal and written. Ability to manage service business and personnel.
