Field Service Manager - Medical Equipment REQUIRED
Confidential
Love your job!
Our Santa Barbara based client, in the Medical Equipment Industry, is seeking a top notch Manager to add to their team. Excellent salary, bonus, benefits and relocation package are all available. This is an excellent client.
This NOT an IT related position, this is purely a Medical Equipment focused job.
Summary
1) Establish a NEW call center for troubleshooting & dispatch
2) Manage a field service force of 6 engineers
3) Establish their Backoffice Support for returns/exchanges
Education:
4-year degree Required
Main Objective:
Working within the service and repair strategic plan, the Technical Support Manager will work to develop and maintain the optimal service/support infrastructure and work with sales in order to introduce and support service products to maximize service and repair revenue.
Essential Duties and
Responsibilities:
- Manages and directs the activities of all service employees within the assigned area of responsibility.
- Manages the teams responsible for end to end support of installation planning, installing, upgrading, remediating, and providing preventative maintenance of company's medical electrical equipment.
- Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
- Develops and implements programs to expand, support and develop call center and field service support of direct and 3rd party personnel.
- Oversees scheduling of field service technician activities.
- Develops and manages call center and field service metrics, assesses for improvement and implements strategic plans to resolve business, process and customer deficiencies.
- Improves customer loyalty by developing and supporting customer satisfaction programs and developing new initiatives.
- Ensures a quality customer service experience and resolves customer concerns.
- Develops and ensures accuracy of the service management database system and customer billing information.
- Directly accountable for the timely, accurate and complete reporting of all Technical Assistance Center and Field Service Reports.
- Ensures accurate preparation of quotations to customers and manages the RMA process.
- Establishs and implements both strategic and tactical service business plans.
- Develops and maintains Technical Support policies and procedures.
- Accountable for Field Service Technician assigned inventory.
- Travel up to 30%.
Education and
Experience:
- Bachelor's degree in business or engineering required.
- 5 years of related experience in customer service with management responsibilities; call center and field service experience preferred.
- 5
years experience in medical device industry preferred. - 5
years experience in Capital Equipment Service preferred. - 5
years people management experience preferred. - 2
years experience managing remote teams.
Estimated Salary: $20 to $28 per hour based on qualifications.
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