Regional Operations Manager

Job Description:

Regional Operations Manager will lead both the Imaging Clinical Training Team members and Field Operations team members in a designated region.  The Clinical Training Team provides training for various dental brands and client groups which includes developing/improving clinical training processes, providing clinical training to customers, and providing clinical support to internal departments and team members. The Field Operations team provides superior post-sales field technical support to our dental equipment and imaging owners. This position is responsible to manage the overall performance of the field support staff including providing consultation or guidance on technical services when in contact with current internal, external, or potential customers.  In addition, this position will manage the overall performance of the clinical customer training team focusing on focus on all 2D/Small Products and Extra-oral/3D Products including both full-time and contract resources.

This position will support the Southeast region.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide leadership and direction for field support staff including daily operations management.
• Manage positive internal and external relationships including but not limited to technical support, sales and dealer partners.
• Manage instructor performance and the effectiveness of training programs, providing recommendations and execute improvements.
• Identify and execute on opportunities that enhances the manufacturer-dealer channel relationship.
• Provide resources to conduct clinical trainings for a variety of groups depending upon need, including on-line and specialty training sessions.
• Oversee field escalation process manage effectiveness of program and ensure proper closure.
• Create and manage quality assurance effectiveness for both clinician training and field operations groups.
• Educate and mentor contract field instructor team as needed.
• Ensure customer issues are resolved and completed satisfactorily.
• Create and modify internal field policies and procedures and manage adherence.
• Track, escalate and provide management with detailed information regarding the status of customer cases.
• Assist with developing, compiling, and keeping current product documentation in support of installation or servicing of dental equipment and imaging products.
• Proactively manage the field technical support process, monitoring effectiveness via quality metrics and implement required improvements.
• Maintain consistent development and delivery of technical products including standard work.
• As needed, partner with commercial team to provide resources to attend Dental Shows providing technical support for attendees and hands-on courses.
• Managing travel cost and budget for field application trainers and field operations.
• Other related duties/projects as directed.

Job Requirements:

The candidate will need proven ability with leading/managing a diverse field support group working remotely and independently in a field environment. The candidate will also need management experience specifically in the areas of motivation, program management, budget management, staffing levels, employee engagement, creating performance and development objectives and conducting performance reviews evaluations. This role requires a high degree of discretion and independent judgment by the candidate. The candidate will need highly developed organizational skills and must have the ability to prioritize, plan, and execute operational initiatives/metrics. He/She will have exceptional interpersonal and communication skills as well as the ability to learn and apply new skills in a fast paced ever-changing environment. The candidate will provide timely follow up for communication and commitments. The candidate must have the ability to diffuse difficult situations as well as develop plans of actions and counter measures and track measures to closure. The Manager will have a strong knowledge of a field support environment as well as an understanding of the field technical and operational challenges faced by Dental professionals. Approximately 30-50% travel required.

EDUCATION AND/OR EXPERIENCE

• BA or BS degree required; Combination of education and work experience will be considered
• Minimum of 4 years demonstrated management experience, preferably of a remote based team
• Minimum of 4 years process development and implementation experience
• Minimum of 4 years creating performance metrics and driving continuous improvement
• 3+ years’ experience working in and with CRM systems
• Advanced proficiency of Microsoft Office Suite
• Clinical d