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Regional Service Manager - West Zone (Based In Socal)

Company

Elekta
Address , Remote
Employment type FULL_TIME
Salary $120,000 - $180,000 a year
Expires 2023-10-20
Posted at 8 months ago
Job Description
Are you a current Elekta employee?
Please click here to apply through our internal career site
Find Jobs - Elekta
.
Want to join a team with a mission to improve and save lives?
We continually look for motivated and skilled individuals who are interested in supporting our customers – healthcare professionals who use our products to help patients and their communities.
We currently have the following opportunity available - please contact us for more details!
Description
The Regional Service Manager must be customer focused and be able to manage the regional service business in the assigned geographical region. This position warrants the highest level of professional representation between the customer and the Company in all aspects of customer relations. It also requires support of projects, programs, and policies established by the Company.
Must be located in SoCal
Travel: 70%
Responsibilities
  • Prepare repair estimates and statements.
  • Be the interface for all communication both to and from the field.
  • Provide support and guidance for all field personnel.
  • Follow all Elekta safety and regulatory policies. Ensure all managed staff trained and following safety and regulatory policies.
  • Site visits, feedback action planning and follow-up.
  • Communicate the company’s policies and needs to the regional group.
  • Ongoing performance feedback.
  • Preparation of capital and operating expense budgets.
  • Manage installations, calibrations, and preventative maintenance activities to ensure compliance and customer satisfaction.
  • Career Development.
  • Ensure all quality and compliant metrics are within operational targets.
  • Transaction management, support of sales and service sales.
  • Establish the technical service objectives and plans to achieve.
  • Annual evaluations and compensation planning.
  • Manage and direct the Field Service Engineers within the assigned geographical region.
  • Mentor Field Service Engineers including:
  • Ensure the timely issuance of technical service reports, timesheets, expense reports and the proper dissemination of information.
People Management:
  • Inspire, motivate, and develop team providing appropriate direction, support, and involvement.
  • Promote and display leadership skills that promote a culture of engagement throughout the team.
  • Direct the most complex conflict resolution for internal and external conflicts.
  • Lead the regional team by demonstrating integrity and professionalism.
  • Continually inform staff about the economic development of the business and customer feedback.
  • Develop a high-performance culture that demonstrates teamwork and success.
  • Identify strategies to improve employee engagement and safety.
  • Actively collaborate with other functions across the globe and build partnerships within the Zone Communities, Regional Teams, Global Teams, and the Business Lines.
Customer Relations:
  • Develop strategies to improve customer service.
  • Ensure high quality customer service, contract obligations are met, internal requirements are met (information tracking, reporting).
  • Execute initiatives to ensure appropriate communication with customers.
  • Ongoing onsite and face to face meetings with customers to ensure positive resolution of service issues and focused customer touch.
  • To support addressing customer expectations, drive team to reduce resolution time.
  • Own the customer experience by supporting team to enhance service delivery.
  • Interface across the Elekta organization to prevent customer issues and address customer concerns including but not limited to onsite customer meetings and business reviews.
Shareholders:
  • Ensure the highest technical, operational and financial performance, installation projects, equipment services and maintenance, upgrades and updates of medical equipment according technical specification.
  • Ensure Operations are able to meet quality certification standards, manage the installed base, and manage customer expectations, through routine works and escalations; direct the preparation and maintenance of quality and safety certifications.
  • Assess resource development and training needs and execute required manpower planning and calculation related to installed base development and budget frame in coordination with respective RSMs.
Qualifications -
  • Bachelor Degree or equivalent experience.
  • Thorough knowledge of division products and services as well as customers’ needs.
  • Uphold the Elekta’s philosophy and all policies and procedures by maintaining appropriate controls to assure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of our organization.
  • Must be willing to travel when required and work independently.
  • Commercial knowledge, ability to read, prepare and comprehend contracts.
  • Ability to organize and prepare reports.
  • Must maintain an active driver’s license in the home state.
  • Must have effective written and verbal communication skills. Exceptional customer service skills.
  • 3+ years field service management required
  • Proven ability to organize, motivate, and direct people internally, and effectively represent the division in outside contacts.
  • Ability to represent the organization in a professional and positive manner.
What we offer:
  • Upward mobility
  • A health of additional benefits including wellness reimbursement, tuition reimbursement and flexible spending account
  • Opportunity to work with a proactive and supportive team
  • Excellent Medical, Dental and Vision coverage
  • Close-knit company culture
  • Opportunity to work on cutting edge in medical advancement
  • 401k, paid Vacation and Holiday
How to proceed?
We are looking forward receiving your resumé. Please attach your resumé in the application form and we will contact you!
If you have any questions, you are welcome to contact Lisa Zhang, Talent Acquisition Partner on LinkedIn.
EEO Statement
We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, or any other protected characteristic.
The US base salary range for this position is $120,000-$180,000
[NOTE: It is understood that no single candidate will have equal expertise in all the areas of responsibility below. Successful candidates will possess a compelling combination of many of them and the self-awareness and wisdom to leverage existing and/or new resources in the area(s) where they lack personal mastery.]