Responsibilities    

• Responsible for total customer satisfaction and prompt resolution of equipment problems.
• Audit field engineer activity, verify that all preventative and corrective maintenance actions are performed in a timely fashion and done in accordance with established policies and procedures.
• Coordinate service to customers to ensure efficient use of resources and maximize customer uptime.
• Actively manage and track unused and failed service parts and ensure their timely return.
• Review and analyze district performance measurements, implement corrective action when needed.
• Provide effective guidance to assigned field engineers, set appropriate expectation levels, and inspire others to perform to their maximum potential.
• Ensure all assigned personnel are properly trained and meet regulatory training requirements related to the servicing of  products.
• Manage assigned company assets (tools, test equipment, replacement parts) to ensure they are adequately allocated and properly deployed to minimize expense and maximize efficiency.
• Manage the business for the assigned district with the utilization of trending and tracking reports.
• Analyze data and prepare reports on product service issues
• Provide and/or facilitate on-site and remote support to customers and assigned personnel as required.
• Provide pre- and post-sales support; maintain close working relationships with field sales management and other sales personnel to ensure customer’s needs are met.
• Ensure products are installed per specification, in a professional manner, consistent with customer requirements.
• Manage revenue and control expenses within budgetary guidelines and company expectations.
• Create and implement strategies to increase service revenue and profitability. Work with FEs, and develop programs to increase service revenue (contract, billable, PMs, relo, etc.).
• Ensure compliance to all regulatory requirements and that all aspects of DQSM are understood and adhered to by assigned personnel.
• Convey and support Company Vision, Strategies and Imperatives to team.
• Complete and conduct annual performance appraisals for all assigned personnel.
• Respond to customer inquiries in written form, in person, or via telephone as needed.
• Ensure that all assigned personnel complete and submit all required paperwork and reports accurately and on time.
• Perform other duties and projects as assigned by service management

Qualifications

• Must be people oriented (coach, motivator, mentor, team builder).
• Ability to work under minimal supervision in a fast-paced environment.
• Capable of quickly resolving constantly changing work schedules and priorities and handling multiple concurrent tasks.
• Proven ability to supervise remote, field-based personnel.
• Must be flexible, able to maintain composure, communicate professionally, and demonstrate excellent problem-solving skills when dealing with upset customers and assigned personnel.
• Position requires frequent travel and ability to travel on short notice.

Education

• Associates degree, or equivalent, in electronics or a related technical discipline.  A degree in business administration or management desirable

Experience 

• A minimum of 5 years of experience in a service environment working with customers to resolve problems related to x-ray, digital imaging, or related medical diagnostic equipment.

Specialized Knowledge

• Must be proficient with Windows software (Word, Excel)
• Strong customer relations and communications skills, both verbal and written.  Ability to manage service business and personnel.