Area Service Manager - Orlando, FL

Description

• As Block Imaging Area Service Manager, you will serve as the leader who establishes and maintains close working relationships with the customer, Service Leadership, Sales Representatives, Field Service Engineers, Biomedical Technicians and Service Coordinators, and other support team members within a hospital setting.
• Understands the organizational structure of the client’s business, along with that of the Block Imaging service and sales support teams.
• Is the “Voice of the Customer”.
• Acts as the main point of contact for all customer communication and interaction with internal sales and service organizations.
• Supports all aspects of Medical Imaging service delivery and daily operations.
• Manage multi vendor Service (Field Service) who will provide service to all of the customers facilities on non-Siemen’s imaging.

General Responsibilities

• Business Management: Plan and manage the Block Imaging Service business for the assigned customer.
• Customer Satisfaction: Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction with Block Imaging.
• Administrative/Other Tasks: Perform administrative and other tasks required of the position, that support Block Imaging, Service, and the assigned customer.
• Meet all Key Performance Indicators (KPI’s) of the business for the assigned customer.
• Where applicable, manage training for personnel resources to ensure only trained personnel are servicing equipment.

Daily Operational Activities

• Immediate availability to oversee all operational activities.
• Physical visits to all main sites as contractually obligated and required by Leadership.
• Receives system status alerts and provides regular communications to key customer contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls.
• Actively uses all information in the CMMS dashboard to identify specific FLs which are causing customer distress. Partners closely with Leadership while keeping Sales partners updated.
• Analyzes and interprets AR status and provides guidance and recommendations to internal partners.
• Communicates information between customer and Block Imaging’ stakeholders (Sales & Service).
• Engages in technical escalation management by supporting the process with all parties, including technical support resources. Communication to customer is an essential part of this activity (in addition, provides the sales team with regular updates).
• Analyzes PM and UI activity for all FLs at the assigned customer sites and communicates directly with leadership and business partners/resources to help deliver 100% compliance.
• Acts as liaison between Block Imaging’ service team and in-house service (Biomed/Clinical Engineering).
• Assists with billing validation, oversees the PO process (to include creation and approval request for vendor services). and performs any other service-based administrative activity.
• Manages escalations between internal and external service providers.
• Computerized Medical Management System (CMMS) Dashboard review.
• Multi-Vendor (MV) Parts ordering/facilitation.

Weekly Operational Activities

• Reviews PM and UI schedule and completion activity with local FSEs.
• Assists with inventory control by identifying and verifying equipment (FL) locations.
• Assists with project management activities and installation activities through participation in weekly conference calls.
• Works with Contract Administrator (CA) to help qualify inventory and billing.
• Helps audit invoices and works with Accounts Receivable (AR) credit and collection for both contract and T&M billing.
• Helps track/manage any onsite inventory (repair parts classified as depot level storage).
• Supports local service team through interaction and engagement with support vendors.

Monthly/Quarterly Operational Activities

• Schedules face-to-face meeting with appropriate customer representatives.
• Collaborates with RSM and KAM/KAE to conduct Quarterly Business Review (QBR).
• Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfaction.
• Tracks and reports Clinical Education and Technical Training balances.
• Participates in local service/FSE quarterly meetings.

Travel Requirements

• Local travel to customer sites required

Requirements

Education

B.S. degree in Business or equivalent preferred

Experience

3-5 years’ experience in service management or equiva