Field Service Manager

Job description

Primary Function of Position

Lead the International field service organization in the specified region ensuring service activities are performed and implemented per service agreements and warranty obligations. Drive organizational growth and development to meet changing customer needs.

Roles and Responsibilities

This position has responsibility and authority for: Manage and develop Field Service Engineers in the specified region. Develop and implement processes to drive efficiencies and create a scalable business unit to support overall service business requirements. Attract, retain, and motivate a high-performance organization capable of driving excellence in the delivery of Customer Service and Support. Using Best-In-class service models develop and deploy comprehensive plans to drive service delivery, achieve service commitments, maximize customer satisfaction, and minimize operational costs.

Collaborate with internal cross functional groups and regional sales teams throughout Europe to achieve World Class customer satisfaction and service levels. Assist in driving optimization of inventory levels, material availability, and the reduction in excess inventory. Develop leadership personnel within the department to enable future departmental and company growth. Ensure Service Contract Obligations and commitments are met and adhered to (Preventive Maintenance, Service, Upgrades, etc.).

Manage day to day business, which includes but not limited to, Call Management, Call Escalation, Resource dispatch, problem accounts, and establishment of priorities. Drive timely resolution of field service issues and closure of Customer Care Accounts. Ensure Field Service staff is appropriately trained. Monitor staffing requirements to ensure proper resources are in place to effectively support and resolve customer issues.

Qualifications

Required Knowledge, Skills, and Experience

Degree in Electronics or Biomedical Engineering. Professional experience, preferably field experience, working as a field service representative or experience as a manager/supervisor in the medical industry. Familiarity of O.R. protocols, anatomic terminology, and knowledge a plus. Ability to multi-task and adapt to change without losing focus of priorities. Excellent interpersonal and communication skills. Need excellent knowledge of English language.

Strong initiative in decision making and assumptions of responsibilities. Base knowledge of computers and standard software applications. Strong understanding and working knowledge of CRM Information Systems. Willing to travel up to 50%.