Regional Service Manager

As the Regional Field Service Manager, you will play a pivotal role as a key decision-maker and overseer of multiple accounts within our operational landscape. Serving as the face of our company, you will provide daily supervision to ensure seamless operational and administrative functions for both customers and employees. Your communication skills will be crucial as you liaise closely with dispatch, technical managers, technicians, and senior engineers, providing guidance and support to optimize their performance. Additionally, you will be responsible for managing the processes of high-tech equipment selection, acquisition, maintenance, and repair to uphold our service standards.

️ DUTIES & RESPONSIBILITIES

• Responsible for the day-to-day management of the Tech Managers and Technicians for the assigned accounts. This includes the training, evaluation, and coaching of employees as required to meet the service standards our customers require. Also responsible for safety training and committee representation. Works with employees under the provisions of the Company Employee Manual, Policies and Benefits.

• Oversees repairs and calibrations to most Medical Equipment and maintenance associated records. Responsible for accurate and timely reporting of completed service to dispatch.

• Works with service technicians to comply with hospitals' policy and procedures. Maintains and enforces the department's compliance with TJC guidelines.

• Maintain continuous communication with dispatchers to receive and process requests for service from the customer base.

• Reports on monthly performance results to InterMed leadership.

• Creates and manages a budget to support an annual business plan.

• Responsible for contract renewals and new areas of growth.

• Responsible for overseeing on call/overtime and billing.

• Reports on management and facilities.

• Performs all duties and responsibilities abiding by ALL Company Security and HIPPA Compliance policies and procedures as stated in Company Employee Manual.

• Responsible for customer satisfaction by managing resources to meet committed performance standards such as contacted service performance. conducts customer satisfaction surveys.

• Complete Timesheets and Expense reports before payroll process deadlines without prompting.

• Complete assigned work orders in a timely manner, providing all pertinent information.

• Assists sales staff with sales quotes as well as manage project to on-time completion within the designated budget. Evaluate and approve purchase requests. Properly source parts and generate order requests.

• Creates and implements training scenarios for Service Technicians. Direct tech support calls from field service techs to Phone Tech Support Rep.

• Create service documentation and establish support policies and procedures for service techs and biomedical services.

• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.

EDUCATION & QUALIFICATIONS

• A degree from an accredited school in electronics or an average of 10 - 20 years of experience is preferred.

• Certification is preferred.

• 5 years supervisory experience preferred.

• Must have HTM experience.

REQUIRED SKILLS

• Ability to read, analyze, and interpret technical procedures and governmental documents and regulations.

• Strong organizational skills and attention to detail.

• Ability to write reports, business correspondence, and procedure manuals.

• Ability to effectively communicate with customers, multiple levels of personnel, vendors, and their representatives.

• Knowledge of sales is a plus.

• Must be self-motivated, goal-oriented, quality-driven, and capable of working without a lot of supervision.

️ WORKING CONDITIONS

• Requires routine contact with staff and clients.

• May require after-hour work on a company-provided phone and/or laptop.

• Work is normally performed in air conditioned/heated facilities.

• Requires excellent communication and follow-through skills, and a high level of comfort working with databases and technology.

• Occasionally dealing with high stress issues relating to client demands.

• Occasionally lift parts and equipment over 20lbs.

• Works constantly while sitting (67% to 90% of the time) on the phone and computer entering data and coordinating service.

• Must be able to travel to InterMed offices, customer locations, and other destinations for business related functions.

SPECIAL EQUIPMENT

Company promotes an equal employment opportunity work force which includes reasonable accommodation of otherwise qualified disabled applicants and employees. Please see Human Resources should you have any questions about this policy or these job duties.

EEO

The InterMed Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.