Field Service Work Group Lead - Atlanta, GA Territory

At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where 'Health for all Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

Field Service Work Group Lead - Atlanta, GA Territory 

Field Service Work Group Lead – Atlanta, GA Territory

PURPOSE

The Service Work Group Lead guides the work group and squad to operate as a micro business  in field service best practices; reinforce performance standards and drive results that meet customer needs and business goals. This is achieved by leading a workgroup and collaborating with the multi-discipline squad to achieve and exceed strategic goals with regard to: customer outcomes, financial targets, business growth, operational efficiency, quality, procedural compliance, resource management and technical service. This position coaches and mentors his/her field service work group with a focus on delivering exceptional service aligned with Bayer's "Solution Provider" initiatives and Key Performance Indicators (KPIs). Difficulties include, up to 75% overnight travel, 25000 to 50000 driving miles per year, working with contaminated products, exposure to x-rays and magnetic fields, sick patients and the need to lift heavy equipment over50lbs. Typical work week approaches 50 hrs and on call duty as required. The span of coverage will include: The Atlanta, GA metro and surrounding area.

Travel up to 75% within the territory. The candidate is preferred to reside in the Atlanta, GA metro area as that is the center of the territory. The Candidate must be domiciled within the territory.

YOUR TASKS AND RESPONSIBILITIES

• Manage assigned work group as a micro business, demonstrating strong business acumen by understanding the financial impact of decisions at both the individual and team levels;
• Lead assigned workgroup in achieving business goals including revenue and cost management through effective performance tracking, reporting and up-skilling team members as required;
• Leverage a consultative mindset Lead and mentor a field service workgroup to ensure customer expectations are met;
• The role oversees work group activities while also providing direct on-site emergency service, preventive maintenance, and installation support to medical facilities and outpatient imaging centers.  Leverages field audits to ensure work group meets or exceeds KPIs related to safety, quality, delivery, and cost; drive best practices for operational and administrative efficiency;
• Promote quality standards, while actively driving process improvements to increase reliability, decrease overhead, and provide rapid escalation resolution;
• Assess staffing and capacity needs, recommend solutions, and participate in talent acquisition and onboarding processes;
• Administer customer satisfaction processes for one work group (Satmetrix) and ensure the team addresses satisfaction issues in the field;
• Proactively monitor data trends for deviation from requirements and apply strong analytical and problem-solving skills to prevent or resolve customer, business, and technical challenges;
• Drive overall business performance by: promoting Bayer’s products and services, working closely with customers and account team members to identify customer solutions, support customer quotes, and coordinate with the Service Admin/MSRC team for invoicing and credit collections;
• Ensure the workgroup influences the service aspects of strategic account plans, participates in customer business reviews and safeguards proprietary information;
• Provide on-the-job training, coaching and mentoring to field service representatives and new hires.

WHO YOU ARE

Bayer seeks an incumbent who possesses the following:

REQUIRED QUALIFICATIONS

• High school diploma or GED with training (including certifications) in electronics, mechanical engineering, biomedical equipment technology, IT networking, computer science or relevant discipline with 3 years of applicable experience;