Area Field Service Leader - North

Direct and control the Field Service Organization for a segment of the company's commercial operation.
Develop strategic goals and objectives that meet the needs of customers. Implement appropriate customer support strategies, manage service employees, and participate with Sales to develop tactical and strategic agreements with customers.
Manage the field service staff assigning primary service territories and accounts, product responsibilities and training schedules.
Participate in corporate strategic and tactical planning processes for service.
Implement company defined protocols for installations, preventative maintenance and repairs.
Participate in developing operational Service objectives and delegate assignments to staff.
Develop service business plans to enhance service and revenues with focus on Customer Retention.
Working closely with Sales, create tactical service plans for sensitive accounts.
Develop and implement cost effective solutions to meet customer needs that minimize company expenses.
Forecast and communicate staffing requirements for the area or region.
Partner with area / territory Sales teams, and Sales Management.
Responsible for hiring/firing/disciplinary decisions affecting employees.
Develop and manage operating service budget, allocating resources as required for cost effective results.
Communicate area or region status and escalates issues to executive management and staff.
Adheres to policies and procedures.
Technical Bachelor of Science in Engineering / Bio - Medical or equivalent qualification with 14 plus years experience
Master's/Doctoral degree with 12 plus years experience
Proven experience in supervision and second level management of personnel
Proven experience in customer support role interfacing with senior customer management personnel
Medical Laboratory experience a plus
Working knowledge of business management
Working knowledge of Field Customer Support, Service Contracting, and all its related sub fields
Knowledge of customer relationships and customer satisfaction methodologies
Knowledge of the medical diagnostic industry - specifically its trends, pitfalls and challenges
Knowledge of diagnostic analyzers ? specifications and performance standards, US healthcare legislation
Specific Skills
The ability to integrate complex business, product and market related theory into practical and executable strategies, approaches and action plans
The proven ability to manage on a strategic level for e.g. forecasting changes in the internal and external environment and to provide appropriate strategic solutions to challenging business problems and opportunities
The ability to present strategies and proposals to all levels internal and external to the Company
The ability to be assertive, direct and diplomatic
The proven ability to translate quantities of data into meaningful concepts
Advanced computer literacy such as data base applications, complex financial applications, research analysis applications, advanced power point and MS Office skills.
The proven ability to work on an enterprise resources system such as ORACLE or SAP

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