Regional Service Manager (South Central)
Company: Fortive Corporation
Location: Albuquerque
Posted on: January 27, 2023
Job Description:
Role: Regional Service Manager Location: Managing Team of Field
Service Engineers in TX, AZ, NM, OK At ASP/Fortive, we believe in
you. We believe in your potential your ability to learn, grow, and
contribute in significant ways. We believe in the power of
phenomenal people working together to innovate and tackle problems
no one could solve alone. We build enduring partnerships with our
customers and take on their challenges and opportunities as our
own.Your Impact The Regional Manager, Field Service will lead the
team to support service and delivery which include onsite and
remote activities. To assure customer equipment runs according to
manufactures specifications while providing assurance all
compliance results are met against timelines. Will lead delivery of
processes and services including mechanical and technology repairs,
process improvement and educational as required. Will be
responsible to assure regional strategies are deployed against
timelines through staffing efficiency management and process
improvement that assure all field results are delivered against
timelines required within a highly supervised business. Provide
leadership to position company as outstanding service to customers.
Lead the development and complete short- and long-term strategic
plans to provide enhanced levels of service with efficient
management of resources.Key Job Responsibilities Leadership
- Provides leadership, direction, and continuity in the areas of
operations, staffing optimization, and forecast data within region
of oversight.
- Handle staff performance and development, hiring and
disciplinary actions, succession planning and provide appropriate
mentoring and coaching
- Lead or participate in departmental projects and
initiatives
- Partner with key collaborators throughout the business to
achieve company goals and objectives
- Recommend and implements critical initiatives in alignment with
Field Services that have a direct positive effect on region goals
and objectives.
- Provides day to day oversight and direction to regional team
members
- Participate in the development of departmental and company
infrastructure and standardized policies, procedures and
metrics
- Act as service liaison when working with various departments
and organizations within J&J
- Provides mentorship to Customers to include hospital Biomedical
engineers along with Field Service Technicians and/or
Representatives, and assists when customer happiness issues
arise
- Lead the development and execution of short and long terms
strategies to improve service level to customer
- Implements reward/recognition programs for the coworkers that
provide excellent customer serviceBusiness
- Use customer focused service approaches to ensure best in class
service, customer satisfaction and maintain and grow market
share.
- Lead staff utilization and cost to optimize regional
performance to assigned targets
- Support all the team as required to allow successful daily
operation of all service applications.
- Full Regional P&L responsibility
- Handle regional expense and income performance against
targets
- Report production and analysis of key data metrics
- Deliver against assigned customer satisfaction targets
- Provide weekly and monthly reporting that allows for better
resource management
- Assure all service activities within the Service Management
System through daily updates and documentation through deep
demonstrated ability with service applications.
- Handle region inventory to assure annual cycles count to within
98% of accuracy
- Broad experience working within a field service and technical
support operations
- Knowledge in CRM database
- Demonstrated ability to Lead and implement field service
- Strong experience in methods and analysis of quality control
and customer satisfaction.
- Professional written, verbal, and interpersonal communication
skills
- Supervises work assignment schedules to assure timely service
deliveryCompliance
- Work in conjunction with the Quality Organization to create,
update, and implement sustainable processes regarding the tracking,
documentation and reporting of all technical service interfaces to
ensure compliance with regulatory and quality standards
- Ensure departmental and company compliance targets are met
- Service documentation meets internal and FDA requirements
- Participate in continuous improvement activities by identifying
and appropriately advancing process and product quality gaps,
providing solutions when possible.
- Assure timely completion of required field actions and
corrections are delivered within prescribed timeframe.
- Timely completion of assigned training
- Complete all assigned training and documentation requirements
within assigned due datesPhysical demands
- Requires mobility and extensive travel throughout the United
States
- Office deskwork, requiring sitting, walking, using phone &
compute
- Standing, sitting, lifting up to 40 lbs., driving long
distancesWork environment
- Home office / Field locations 30/70
- Ability to travel on short notice within 24 hours
- Ability to work weekends and off hours as needed to support
internal/external customer needs
- Travel required and working from offices and hotels
frequently
- Fieldwork required
- Ability to keep pace with changing business performance and
environment.
- Significant customer interfaceSupervisory responsibilities
- Subordinates: Field Service PersonnelEnvironmental, health and
safety
- Leader of Fleet Safety
- All managers shall proactively support ASPs Environmental
Health and Safety (EHS) Policy by providing the vital resources and
giving equal emphasis with other functions such as production and
quality. It is the duty of every manager to:
- Ensure implementation of safety and environmental procedures,
guidelines and standards
- Evaluate employee compliance and implement established safety
and environmental procedures and rules
- Build a safe environment in work areas, and recognize and
reward safety activities and good safety performance
- Provide training to employees when:- Hired, Transferred
- New substances, processes, procedures or equipment are
introduced to the workplace and represent a new hazard
- Measure safety performance and hold persons accountable for
activities and results
- Ensure that incidents are investigated to determine root cause,
and that corrective actions are taken
- Ensure employees wear required protective equipment
- Ensure EHS inspections are conducted monthly and corrective
actions are implementedOur Needs Heres what well need from
you:Minimum Requirements:Required
- Four (4) year degree in Business, electronics, technology,
computer science, electrical engineering or other related
major
- Minimum of four (4) years customer service experience
- Minimum of seven (7) years of professional (Industry/Military)
experience
- Experience working with a technical field-based
organization
- Time management skills, with ability to effectively prioritize
activities and flexibility to change course as necessary to react
to changing business/market conditions or business goals.
- Demonstrable skill at guiding/coaching/motivating direct
reports to achieve objectives.
- Very self-motivated to achievement of own job goals and ensure
that own goals and goals of direct reports directly represent ASP
objectives
- Ability to develop and implement multiple priorities and
approaches to meet objectivesPreferred
- 7 years of work experience in a related field (Medical
Device)
- Experience leading in a remote field service environment
- MCP certification or equivalentKey skill / knowledge
requirements:
- Skills:
- Demonstrate excellence in providing customer service.
- Highly motivated to achieve top level customer satisfaction in
all accounts.
- Ability to perform successfully in a matrix/team environment
applying excellent verbal and written communication, time
management and partnership skills
- Digital literacy:
- Experience using office based and customized computer
programs/applications for territory management and administrative
activities.
- Basic knowledge of office-based computer programs such as Word,
Excel and Access, and their application in administrative
activities.
- Knowledge of service management systems
- JOB EXPERIENCE:
- Knowledge of inventory management practices in order to
maintain and account for parts inventory.
- Basic understanding of business practices, processes and
associated costs of handling primary territory.
- TRAVEL REQUIREMENTS:i. Frequent air and local travel - 20% of
the timeii. Must be willing and able to travel overnight locally,
regionally and nationallyFortive (http://www.fortive.com/) is a
global family of more than 20 industry-leading industrial growth
and technology companies, united by a shared purpose: to make the
world stronger, safer, and more effective by providing essential
technology for the people who accelerate progress. Here, you get
the excitement of a startup with the stability and predictability
of an organization strongly grounded in its roots and with a proven
track record of growth. Theres no limit to what you can learn, or
the impact you can make: for you, for us, for growth. Were
currently building our team of leaders for our Advanced
Sterilization Products organization. Be part of an industry-leading
company in healthcare-associated infections (HAIs) prevention
technology, dedicated to creating the safest possible environments
for patients and their families, healthcare workers, providers, and
communities. Add your voice and talents to our extraordinary team
and help us in our mission to make healthcare safer for everyone.
We Are an Equal Opportunity EmployerFortive Corporation and all
Fortive Companies are proud to be equal opportunity employers. We
value and encourage diversity and solicit applications from all
qualified applicants without regard to race, color, national
origin, religion, sex, age, marital status, disability, veteran
status, sexual orientation, gender identity or expression, or other
characteristics protected by law. Fortive and all Fortive Companies
are also committed to providing reasonable accommodations for
applicants with disabilities. Individuals who need a reasonable
accommodation because of a disability for any part of the
employment process should ask to speak with a Human Resources
representative to request an accommodation.National: The salary
range for this position is $97,000- $180,100This position is also
eligible for bonus as part of the total compensation package.Base
pay offered may vary depending on various factors, including, but
not limited to: job-related knowledge; skills; experience; and
other eligibility factors such as geographic location. The Total
Rewards package includes competitive base pay and an opportunity to
enroll in a variety of benefit programs, generally including health
insurance, flexible spending accounts, health savings accounts,
retirement savings plans, life and disability insurance programs,
and several programs that provide for both paid and unpaid time
away from work.
Keywords: Fortive Corporation, Albuquerque , Regional Service Manager (South Central), Executive , Albuquerque, New Mexico
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