Implementation and Service Team Lead

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice.

Job Details

Manages, mentors and develops Field Service Engineers and Implementation Specialists by managing key technical and clinical/operational processes, to ensure superior services to our external customers. Responsible for all field service activities associated with machine install base including paid service calls, preventative maintenance, machine installations and both staff and customer training requirements. Oversight for all field service processes and process effectiveness including the usage of Oracle accordingly.  In partnership with the manager, Implementation & Service, supervise the daily operation of resources and processes and partner cross-functionally with other departments to resolve customer related issues. Responsible for operational improvements, P&L and spare parts inventory levels. Ensures maintenance of all necessary customer records. Determine required coverage of staff and contribute to resolve complex issues to ensure effective services meet or exceed service levels, on time delivery of project for internal and external customers in the respective area.  

Duties are listed in order of greatest importance.  The incumbent may be asked to perform other function-related activities in addition to the below mentioned responsibilities as reasonably required by business needs.

Responsibilities/Essential Duties

• Oversee effectiveness of Technical Training program and processes

• Fields technical questions from team members, as well as acts as a liaison between relevant internal teams (R&D…)

• Help monitor appropriate staffing levels and territory coverage to support 24-hour response time to emergency customer calls. Directs and schedules support staff to ensure efficient customer support, follow up and problem resolution for all customers and exceeds expectations

• Manages the implementation schedule. Execute sales programs and service contract administration to achieve service revenue goals

• Communicates effectively with clients to identify needs and evaluate alternative business solutions.

• Ensure customer satisfaction levels are achieved by current survey rating system

• Monitor Field Service inventory levels to maximize quick repairs and maintain low inventory costs

• Oversee parts procurement and return processes for FSE’s

• Oversight for the development of territory plans to ensure that staff is knowledgeable and well trained to provide a superior level of customer service

• Identifies resources needed and assigns individual responsibilities. Accountable for full cycle employee management including hiring, goal setting and performance appraisals

• Responsible for appropriate trainings for Field Service Engineers including new products

• Resolves and/or escalates issues in a timely fashion.

• Responsible for designated metrics and KPI’s; assesses and presents recommendations for improvement.

• May participate in audits and inspections as required and follow-up on audit recommendations and/or citations as required

• May participate in product launch or product lifecycle portfolio programs as needed

Experience:

• 3+ years’ experience and bachelor’s degree or equivalent technical degree.

EEO Policy Statement

Pay Transparency:

The base pay actually offered to the successful candidate will take into account, without limitation, the candidate’s location, education, job-knowledge, skills, and experience in prior relevant roles. Incentives may also be provided as part of Haemonetics’ employee compensation. For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms. For non-sales roles, employees wil