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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
    • 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 ( 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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