- Oversee work for the Service and Support teams ensuring outstanding customer service to our customers both external and internal.
- Support development and performance of team members.
- Establish metrics and generate reports to monitor teams’ performance and service levels to our customer through the development of Key performance indicators (KPI’s)
- Responsible for recruiting and hiring to support business needs.
- Assures optimum equipment uptime for customers by quickly responding to customer reported problems and managing their expectations via phone, email or onsite visits.
- Champion a strong customer-facing culture in the field – professionalism at the site, effective communication with clinical staff, and proactive follow-up after service events.
- Provides feedback for design and process changes to assure customer satisfaction.
- Effectively manage team budget
- Ensure company assets are maintained to perform all necessary job functions.
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