We are seeking a highly skilled and experienced Service Manager to lead the California Field Service Team, overseeing all Service Operations, ensuring customer satisfaction, managing performance, and driving continuous improvement across the region.
Responsibilities
* Responsible for total customer satisfaction and prompt resolution of Hologic equipment problems.
* Audit field engineer activity, verify that all preventative and corrective maintenance actions are performed in a timely fashion and 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, implementing 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 Hologic 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 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 customers' needs are met.
* Ensure Hologic products are installed to 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, working with FEs to develop programs such as contract, billable, PMs, relocation, etc.
* Ensure compliance with all regulatory requirements and that all aspects of DQSM are understood and adhered to by assigned personnel.
* Convey and support Hologic's Vision, Strategies, and Imperatives to the 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
* 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, 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
* Associate's degree in electronics or a related technical discipline.
* Business administration or management degree desirable.
Experience
* Minimum of 8-12 years of experience in a service environment working with customers to resolve problems related to X‑ray, digital imaging, or related medical diagnostic equipment.
* At least 2-3 years of experience in a leadership or managerial role.
Specialized Knowledge
* Proficient with Windows software (Word, Excel).
* Strong customer relations and communications skills, both verbal and written.
* Ability to manage service business and personnel.
Compensation
The total compensation range for this role is $150,000-$190,000, based on base salary and commission plan combination. Final compensation packages will depend on relevant experience, skillset, knowledge, territory/geography, education, business needs, market demand, and performance versus quota.
Benefits
* Medical and dental insurance
* Employee Stock Purchase Plan (ESPP)
* 401(k) plan
* Vacation, sick leave, and holidays
* Parental leave
* Wellness program
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Responsibilities
* Responsible for total customer satisfaction and prompt resolution of Hologic equipment problems.
* Audit field engineer activity, verify that all preventative and corrective maintenance actions are performed in a timely fashion and 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, implementing 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 Hologic 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 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 customers' needs are met.
* Ensure Hologic products are installed to 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, working with FEs to develop programs such as contract, billable, PMs, relocation, etc.
* Ensure compliance with all regulatory requirements and that all aspects of DQSM are understood and adhered to by assigned personnel.
* Convey and support Hologic's Vision, Strategies, and Imperatives to the 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
* 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, 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
* Associate's degree in electronics or a related technical discipline.
* Business administration or management degree desirable.
Experience
* Minimum of 8-12 years of experience in a service environment working with customers to resolve problems related to X‑ray, digital imaging, or related medical diagnostic equipment.
* At least 2-3 years of experience in a leadership or managerial role.
Specialized Knowledge
* Proficient with Windows software (Word, Excel).
* Strong customer relations and communications skills, both verbal and written.
* Ability to manage service business and personnel.
Compensation
The total compensation range for this role is $150,000-$190,000, based on base salary and commission plan combination. Final compensation packages will depend on relevant experience, skillset, knowledge, territory/geography, education, business needs, market demand, and performance versus quota.
Benefits
* Medical and dental insurance
* Employee Stock Purchase Plan (ESPP)
* 401(k) plan
* Vacation, sick leave, and holidays
* Parental leave
* Wellness program
#J-18808-Ljbffr
District Service Manager in arizona at Unknown Company
This position is listed as contract and able to be worked remotely.