Job Description Summary

The Sr. Area Service Leader role is responsible to implement the service strategy for the specific site/or specific local geographic area for the largest, most complex customers across the market. This role will drive the achievement of all operational and commercial business objectives through leading and coaching a mix of technical teams that may consist of Biomedical Technicians, Field Engineers, Program Coordinators, and/or Area Service Leaders. This role will partner with the Market Service Director in the market as well as the local commercial account community and other peer management staff for the area in executing on business growth and driving customer satisfaction with our customers. This role will serve as a point of contact for local critical customer issues in matters related to service and customer support for the sites or area of business, they are responsible for. This role is key in developing strong relationships both internally and externally to improve outcomes for customers as well as market and order visibility, market share, and profitability.

Job Description

Key Roles and Experiences 

• Own and manage current customer relationships across a designated sites or territory, ensuring customer success and satisfaction.  

• Driven by an inclusive & diverse culture of focus, ownership & trust, win together and have fun 

• With a lean and safety-first mindset 

• Always with unyielding integrity & compliance 

• Total ownership of install base in the area and contract renewals, partnering with DOS/HSAM to ensure retention of a designated customer list.  

• Ownership of execution on recalls and PM's. 

• Accountable for QPR with Account Community, including, but not limited to (site leads, HSAM’s, DOS’s and the commercial team) 

• Resource (day to day) Planning (vacation, installation, escalated service calls) and CSO Owner ship  

• Ensure understanding of customers organizational and service delivery strategies and desired outcomes for their business. Additionally, understands complex customer infrastructure, applications, and service solutions and issues to ensure customer success.  

• Accountable for driving profitability (VCP, Metrics, T&L, Real-Time closure), delivery and growth of assigned customers.   Supports, participates, and drive local VCP initiatives. 

 

• Support commercial-service targets additional revenue opportunities within the assigned customer base with support from regional leaders.  

• Knows-understands contractual deliverables, execute, and ensure smooth service delivery in line with contractual commitments providing interface between customers. Ensure service delivery meets SLA (Service Level Agreement) targets in line with contractual resolution times.  

• Support strategies with GEHC teams, gain buy in and design and implement customer success plans to drive and help customers realize value from our products to ensure IB retention and viability. 

• Maintain current knowledge of customer environments and industry/tech trends have and to share point of view to influence customer success.  

• First point of contact for rejected calls (CARES or OLC) 

• Manages On-call processes 

 

 

Qualifications/Technical Requirements: 

• Bachelor’s degree from an accredited university or college (or a high school diploma / GED with at least 4 years related of experience.) 

• Previous People Leader experience.  

• Strong oral and written communication skills. Strong interpersonal and leadership skills.  

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