Area Service Manager
Description
Job Purpose:
A Field Service Area Manager is responsible for overseeing and coordinating the field service operations within a designated geographic area. Duties include managing a team of field service technicians, ensuring timely and effective service delivery, and maintaining customer satisfaction. Developing and implementing service strategies, optimizing operational processes, handling customer inquiries, and collaborating with other departments to meet organizational goals.
Duties and Responsibilities:
- Provide service, installation, maintenance, and troubleshooting on various modalities of medical imaging equipment.
- Assign or perform Preventative Maintenance Inspections and Quality Assurance Inspections.
- Supervise field service crews by assigning tasks and monitoring performance.
- Respond to service escalations and communicate them to Zone Director.
- Assist Dispatch and Zone Director with triage of service calls based on contract status and other relevant factors.
- Provide technical resources and expertise to support sales team.
- Assist director in creating an operating program and budget to support strategic business goals.
- First pass of expense report approvals?
- Approve vacation requests and maintain local service calendar.
- Work with project and installation managers to schedule installations and ensure adequate manpower.
- Assist director and install manager with site visits and CAD drawing approvals.
- Review open service tickets with field service engineers.
- Complete annual performance reviews of direct reports.
- Recruit and develop a talented and motivated team to support the company's growth objectives.
- Take part in company operational and strategic reviews to enhance customer experience and profitability.
- Provide specific actionable direction, training, coaching & follow-up to attain necessary results surrounding Key Performance Indicators (KPI).
- Help conduct and identify necessary training needs to ensure compliant and consistent execution across department initiatives.
- Work collaboratively and across business lines/units to ensure execution of operational responsibilities.
- Be a resource to our customers by communicating regularly to ensure everything from start of a project to any outstanding resolutions to follow-ups are completed which will lead to customer satisfaction.
- Develop and implement corrective actions plans and assess operational processes.
- Manage paperwork for internal and external documentation.
- Represent BMI/PMI's core values as the backbone of our business.
- Travel as needed within the United States to assist with clients and installations.
- Other duties as assigned.
Qualifications:
- A Bachelor’s Degree or the equivalent experience of 6 years in field service operations
- 5+ years in the field service delivery segment, preferably within healthcare services
- Knowledge of medical imaging equipment and relevant mechanical experience on the installation of devices
- Strong remote management and follow-up methodology
- Ability to travel, air, train, car, within the United States on a regular basis.
- Experience uncovering trends and discovering root cause impacts of potential operational issues.
Working Conditions:
FSE Area Managers work in dynamic environments, often requiring frequent travel to client sites for on-site support and maintenance. They must be adaptable to flexible schedules, including evenings and weekends, and may face physical demands when inspecting equipment or troubleshooting technical issues. The job involves a combination of technical expertise, effective communication skills, and the ability to problem-solve in high-pressure situations, ensuring efficient resolution of issues and customer satisfaction.
Physical Requirements:
Sitting for long periods of time and standing for long periods of time.
Direct Reports:
Field Service Engineers
Skills
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