District Service Manager
Location Bedford, MA, US
Department Name Territory: FL
Shift Information
Summary of Duties and Responsibilities
The District Service Manager will be responsible for total customer satisfaction and prompt resolution of Hologic equipment problems.
Summary of Duties and Responsibilities:
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Audit field engineer activity, verify that all preventative and corrective maintenance actions are performed in a timely fashion, reported to Hologic, and done in accordance with established policies and procedures
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Coordinate service to customers to ensure efficient use of resources and maximize customer uptime
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Actively manage and track unused and failed service parts and ensure their timely return
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Review and analyze district performance measurements, implement corrective action when needed
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Provide effective guidance to assigned field engineers, set appropriate expectation levels, and inspire others to perform to their maximum potential
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Ensure all assigned personnel are properly trained, and meet regulatory training requirements related to the servicing of Hologic products
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Manage assigned company assets (tools, test equipment, replacement parts) to ensure they are adequately allocated and properly deployed to minimize expense and maximize efficiency
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Manage the business for the assigned district with the utilization of trending and tracking reports
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Analyze data and prepare reports on product service issues, as assigned by Director of Field Operations
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Provide and/or facilitate on-site and remote support to customers and assigned personnel as required
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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
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Ensure Hologic products are installed per specification, in a professional manner, consistent with customer requirements
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Manage revenue and control expenses within budgetary guidelines and company expectations; create and implement strategies to increase service revenue and profitability
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Ensure compliance to all regulatory requirements and that all aspects of DQSM are understood and adhered to by assigned personnel
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Work withFEsand develop programs to increase service revenue (contract, billable, PMs, relo, etc.)
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Understand and support Hologic's mission, priorities and company values
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Complete and conduct annual performance appraisals for all assigned personnel
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Respond to customer inquiries in written form, in person, or via telephone as needed
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Ensure that all assigned personnel complete and submit all required paperwork and reports accurately and on time
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Provide leadership that ensures a teamwork approach to problem solving, both within the District and other support groups.
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Perform other duties and projects as assigned by service management
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Must be people oriented (coach, motivator, mentor, team builder)
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Ability to work under minimal supervision in a fast paced environment
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Capable of quickly resolving constantly changing work schedules and priorities and handling multiple concurrent tasks
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Proven ability to supervise remote, field based personnel
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Must be flexible, able to maintain composure, communicate professionally, and demonstrate excellent problem solving skills when dealing with upset customers and assigned personnel
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Position requires frequent travel and ability to travel on short notice
Education
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Associates degree, or equivalent, in electronics or a related technical discipline
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A degree in business administration or management desirable
Experience
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A minimum of 5 years experience in a service environment working with customers to resolve problems related to x-ray, digital imaging, or related medical diagnostic equipment
Specialized Knowledge
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Must be proficient with Windows software (Word, Excel), previous training or experience working with UNIX/NT/Solaris operating system software preferred
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Strong customer relations and communications skills, both verbal and written
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Ability to manage service business and personnel
