Manager, Technical Service
New
Within the United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 4+ years, 6+ years
- Required Skills
- Microsoft ExcelPowerPointServiceNow
Requirements
- Service Manager Experience with medical device company experience is a plus.
- Bachelor’s degree in Engineering (Electrical, Electronics, Mechanical, or Fluidics) strongly preferred or an AS and equivalent experience.
- 4+ years Field Service experience preferable in the Medical Equipment Industry.
- 6+ years Field Service / Medical Industry Experience without Bachelor’s/AS Degree.
- Demonstrated knowledge of Field Service documentation platforms (Salesforce Field Service, Service Cloud, Service Now) including workflow design, case and work order management, dispatch / scheduling, and reporting to drive Field Service efficiency.
- Experience defining and using service KPIs and dashboards to manage performance, prioritize initiatives, and communicate results to leadership.
- Self-starter and independent with the ability to manage/coordinate a staff located remotely.
- Willing to travel and be hands-on in the field to service the product whenever necessary.
- Ability to respond in verbal or written form (email) to inquiries or complaints from customers or co-workers.
- Must be fiscally responsible, able to make own travel arrangements, and turn in expense reports on a weekly basis.
- Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.
- Must have a valid driver’s license.
Responsibilities
- 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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