Service Manager-USA
Summary:
Reporting to the Director, North America Field Service & Projects working from our Salem, NH Headquarters location is preferred (remote locations will be considered). The Service Manager-USA will lead and oversee the daily activities of the Field Service personnel, and customer assets, while ensuring first class service delivery and participation in the development and implementation of strategic and tactical service objectives.
The Service Manager will maintain service and performance measures for both the individual and the team while developing and mentoring the team members. The Service Manger ensures complete field service coverage of the United States utilizing direct resources.
Responsibilities:
Ensure all operations are meeting contractual service objectives with customers throughout the nation.
Responsible for clear, concise, and timely communications to all stakeholders.
Evaluate and monitor service levels and develop plans for continuous improvement.
Coach, develop, support, review and recommend corrective actions for Field Service personnel to ensure effective performance management.
Comply with Company health, safety, and environmental policies.
Audit Field Service Reports (FSR’s) and quotations for conformity to established guidelines.
Ensure all work periods are appropriately covered adhering to the agreed department work patterns.
Approval of all expenses and overtime claims for field teams and direct reports according to Analogic’s policy and labor regulations.
Oversee short and long-term financial and managerial reporting and cost center absorption.
Manage the planning, organizing, scheduling and supervising of the day-to-day field service activities within the US. This encompasses all on-site services, repairs, PM’s, installations, and product upgrades. Ensuring that team member productivity is aligned with objectives and goals.
Drive digital transformation of service management/delivery to meet industry demands and needs.
Manage and schedule training and development for team members
Identify processes improvements that enhance the customer experience and / or meet future business needs and influence scalability of the business processes and team compliance
Education & Experience
Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.
3+ years prior field service management experience.
5+ years of successful customer support experience.
5+ years of successful service management experience for a medical device company preferred.
5+ years of customer-facing responsibilities in Technical Service preferred.
Strong computer skills including Microsoft Office and industry specific applications
Other Requirements:
Must pass a criminal background check, drug test, pre-employment physical, and credit check
Ability to safely and successfully meet essential qualitative and/or quantitative productivity job standards.
Must obtain and maintain an Airport ID Badge in compliance with the Airport Security Plan and TSA regulations, and the necessary public trust security clearance (eApp) and be authorized to access and handle Sensitive Security Information (SSI).
Must have a valid driver's license and dependable transportation, along with the ability to travel up to 25% of the time by plane domestically and internationally and have the required Real ID and Passport (for international travel).
Due to contractual obligations, U.S. citizenship or permanent residency (green card) is required for this position.
What We Offer
We appreciate that our employees work diligently to contribute to our success as an organization. We also recognize the importance of work-life balance and therefore developed a competitive total rewards package including programs that offer employees flexibility to balance their work and life including:
9/80 work schedule – enjoy every other Friday off! (monitoring of activities is required 7 days a week)
Flexible Vacation – employees can take time off as is reasonably needed
Comprehensive benefits including medical, dental, vision, life insurance and disability plans.
HRA (for PPO plan participants) /HSA (Health Savings Account for high deductible plan participants) contribution
401K with company match and immediate vesting
Continuous Education Assistance
Supportive culture that values innovation, collaboration, and excellence
Reporting to the Director, North America Field Service & Projects working from our Salem, NH Headquarters location is preferred (remote locations will be considered). The Service Manager-USA will lead and oversee the daily activities of the Field Service personnel, and customer assets, while ensuring first class service delivery and participation in the development and implementation of strategic and tactical service objectives.
The Service Manager will maintain service and performance measures for both the individual and the team while developing and mentoring the team members. The Service Manger ensures complete field service coverage of the United States utilizing direct resources.
Responsibilities:
Ensure all operations are meeting contractual service objectives with customers throughout the nation.
Responsible for clear, concise, and timely communications to all stakeholders.
Evaluate and monitor service levels and develop plans for continuous improvement.
Coach, develop, support, review and recommend corrective actions for Field Service personnel to ensure effective performance management.
Comply with Company health, safety, and environmental policies.
Audit Field Service Reports (FSR’s) and quotations for conformity to established guidelines.
Ensure all work periods are appropriately covered adhering to the agreed department work patterns.
Approval of all expenses and overtime claims for field teams and direct reports according to Analogic’s policy and labor regulations.
Oversee short and long-term financial and managerial reporting and cost center absorption.
Manage the planning, organizing, scheduling and supervising of the day-to-day field service activities within the US. This encompasses all on-site services, repairs, PM’s, installations, and product upgrades. Ensuring that team member productivity is aligned with objectives and goals.
Drive digital transformation of service management/delivery to meet industry demands and needs.
Manage and schedule training and development for team members
Identify processes improvements that enhance the customer experience and / or meet future business needs and influence scalability of the business processes and team compliance
Education & Experience
Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.
3+ years prior field service management experience.
5+ years of successful customer support experience.
5+ years of successful service management experience for a medical device company preferred.
5+ years of customer-facing responsibilities in Technical Service preferred.
Strong computer skills including Microsoft Office and industry specific applications
Other Requirements:
Must pass a criminal background check, drug test, pre-employment physical, and credit check
Ability to safely and successfully meet essential qualitative and/or quantitative productivity job standards.
Must obtain and maintain an Airport ID Badge in compliance with the Airport Security Plan and TSA regulations, and the necessary public trust security clearance (eApp) and be authorized to access and handle Sensitive Security Information (SSI).
Must have a valid driver's license and dependable transportation, along with the ability to travel up to 25% of the time by plane domestically and internationally and have the required Real ID and Passport (for international travel).
Due to contractual obligations, U.S. citizenship or permanent residency (green card) is required for this position.
What We Offer
We appreciate that our employees work diligently to contribute to our success as an organization. We also recognize the importance of work-life balance and therefore developed a competitive total rewards package including programs that offer employees flexibility to balance their work and life including:
9/80 work schedule – enjoy every other Friday off! (monitoring of activities is required 7 days a week)
Flexible Vacation – employees can take time off as is reasonably needed
Comprehensive benefits including medical, dental, vision, life insurance and disability plans.
HRA (for PPO plan participants) /HSA (Health Savings Account for high deductible plan participants) contribution
401K with company match and immediate vesting
Continuous Education Assistance
Supportive culture that values innovation, collaboration, and excellence