Field Service Operations Manager - Remote

JOB OVERVIEW:

This position is responsible for an assigned group of large multi-site customers from a service perspective. Builds and fosters relationships, as a single point of contact for all service related strategies. Drives results, resolves conflicts, reporting and analytics for technical services, including developing plans for customer efficiency and productivity. Does this by focusing on service escalation, managing special programs and working with the larger Henry Schein account and field teams.

KEY RESPONSIBILITIES:  

• Builds customer relationships by resolving unusual customer concerns and service escalations that may require additional support or attention by communicating with the Sales Team, Sales Management, department managers and Field Team. After hour support may be required
• Creates programs based on customer needs and implements these as best practices for all large accounts
• Identifies future service opportunities within their assigned group of customers 
• Receives and has on-going communication with customers and sales team via telephone calls, e-Mails and faxes to answer inquiries on various issues, including, but not limited to, service escalations, invoices, and shipments. 
• Manages customer assessment and preventive maintenance programs.
• Participates in special projects and performs other duties as required
• Performs reporting and trending analysis for their customers and provides assistance with additional reporting needed for other team owned accounts
• Participates in training sessions, in-services and meetings to enhance skills, system use and product knowledge
• Performs customer account maintenance and contacts manufacturers as needed

KNOWLEDGE:  

Seasoned, experienced senior level professional; in-depth knowledge and full understanding of two or more disciplines and good knowledge of other related disciplines. Good judgment and analytical ability, evaluation, originality and ingenuity required to perform tasks. Know and apply the fundamental concepts, practices, and procedures of a particular field. Resolve a wide range of issues and assignments in creative ways. Assignments are typically broad in nature. Serve as a resource to others to resolve complex problems and issues. May take on project lead role on small scale projects.

COMPLEXITY:  

Work on issues/projects where analysis of data requires an evaluation of variable factors. Use best practices and knowledge of business issues and strategic direction to solve complex problems where precedent may not exist; recommend solutions to business challenges. Demonstrate good judgment in selecting methods and techniques for obtaining solutions. Network with senior internal and external personnel inside and outside own area of expertise.

SUPERVISION:  

Receive minimal instruction on day-to-day work and minimal instruction on new projects or assignments.  May act as a resource to provide formal guidance for TSMs with less experience. Assignments can be broad in nature. May manage vendor relationships.

WORK EXPERIENCE:  

Typically 6 to 8 or more years of increasing responsibility in terms of any applicable professional experience.

PREFERRED EDUCATION:  

Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus. May hold one or more industry certifications.

GENERAL SKILLS & COMPETENCIES:  
•    Excellent understanding of industry practices
•    Strong proficiency with tools, systems, and procedures
•    Strong planning/organizational skills and techniques
•    Strong decision making, analysis and problem solving skills with ability to multi-task 
•    Excellent verbal and written communication skills
•    Strong presentation and public speaking skills
•    Strong interpersonal skills
•    Strong conflict resolution skills and ability to deliver difficult messages
•    Ability to build partnerships at all levels within the company, ability to build partnerships externally
•    Good negotiating skills
•    Resolve complex issues in effective ways
•    Project management, consultative skills and ability to manage a budget

SPECIFIC KNOWLEDGE & SKILLS:  

•    Understanding of the Dental Service industry
•    Strong understanding of Large Account Service business 
•    Experience in mapping processes and implementing improvements 
•    Knowledge of software as a service to continue improving our customer experience 
•    Ability to report on data and trends to build partnerships with our customers
•    May involve managing other TSMs

PERFORMANCE REQUIREMENTS:  

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should