MRI/CT Regional Service Manager

Job Description

Job Description

Position Summary:

Manage a service region with assigned Field Service Engineers utilizing all company resources to maintain financial responsibility, customer satisfaction, manage regulatory compliance, identify training needs, manage Open Calls, time-off requests, Preventative Maintenance compliance and Part returns in accordance with the current G&Os.

Location: Southeast, US

Essential Duties:

• Manage all company resources.

• Manage all regulatory issues in the Region, all training needs and operational compliance.

• Promote positive customer relationships, including non-service call visits and meetings.

• Work with sales and operations on all customer-specific site and technical issues.

• Assist in site planning, sales consultations as needed.

• Supports company-wide initiatives, policies and procedures, including Quality Management Systems maintenance.

• Duties and responsibilities are subject to modification to fit the needs of the business as deemed appropriate by the executive management team. Such modifications may occur in writing or verbally.

Education/Experience:

Required:

• A High School Diploma or equivalent
• 10+ years of customer service experience, preferably in a field service environment
• Must have extensive background in managing a remote service and support team.
• Candidate must be willing to manage and be on call which may include weekends and holidays.

Preferred:

• An Associate Degree in management

Travel:

• Must be willing to travel within the United States.
• Candidate must have a valid U.S. driver's license.

Competencies:

• Superior communication skills including presentations to executive level groups.
• Proven strategic thinking and planning skills.
• Excellent teamwork skills, mentoring, coaching and interpersonal skills.
• Knowledge about how the organization works and knows how to get things done both through formal and informal networks.
• Plays leadership role in support of policies, practices and procedures.
• The ability to effectively handle multiple and conflicting high-level business problems simultaneously under time constraints.

Qualitative KPI's such as :
o Customer satisfaction
o Promptness of response to users' request for support
o Accuracy and report quality and meeting deadlines
o Solving problems on a first call basis
o Maintaining excellent customer relations

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee frequently is required to stand, walk, sit, reach with hands and arms, and talk or hear. The employee is occasionally required to climb or balance, stoop, kneel, and crouch. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• The work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Noise in the environment is usually moderate.
• Minimal exposure to radiation on a daily basis.
• The position will require travel by car or air within the United States.

Training Requirements:

• Departmental Procedures as required to the role
• Quality Key Process Indicators and Policy, Good Documentation Practices
• Safety awareness initiatives and protocols
• Software utilization
• HIPPA and protection of patient information