PENTAX Medical Americas
Field Service Manager - Medical Device
PENTAX Medical Americas, Trenton, New Jersey, United States
Overview
Position Opening: Field Service Manager Base pay range: $90,000.00/yr - $125,000.00/yr This range is provided by PENTAX Medical Americas. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. About PENTAX Medical: Our mission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community. Position Opening: Field Service Manager Why JOIN Us? We are an established medical device leader that is preparing for high growth. This means that PENTAX is looking to invest in its team and provide a collaborative and encouraging work environment. PENTAX Medical is proud of its comprehensive benefits program and generous Paid Time Off and Holiday policy. Travel and location specifics may be discussed with your recruiter during the interview process. Responsibilities
Lead and manage all field-based Customer Experience Representatives (CXRs) activities in support of PENTAX Medical Company products. Manage senior specialists for complex & escalated customer concerns. The team provides onsite support for key customers and escalated issues. Develop and maintain seamless customer interfaces & experience. Ensure that the team delivers adequate training to customers to perform devices to the best of their functionalities, for safe handling, appropriate cleaning/disinfection and storage. Implement a program for customer process intelligence that allows reporting for key customer issues and touchpoints with the Customer Experience Representatives. Determine with Marketing & Service, processes and checkpoints with customers to ensure technical demos, installations, reprocessing training, and annual inspections are consistent and adhere to PENTAX Medical users’ instructions. Detect & facilitate customer installed base renewal or extension opportunities. Oversee damage reduction program by adapting international processes & reports, train and ensure that CXRs are carrying out the scheme: identifying root causes, design improvement plan and track execution and access outcomes. Provide leadership and direction to the team on high levels of customer care while delivering the best service value to our customers. Establish and maintain tracking mechanisms and processes to ensure measurement and management escalation occurs and is documented where needed. Collaborate with Commercial service Contract team to renew customer maintenance contracts in a swift manner. Monitor and drive the customer contract margin. Provide monthly and quarterly reporting of service KPIs as needed for your area of responsibility. Travel to customer facilities with sales or team members as needed. Requirements
Bachelors’ degree or nursing degree. Minimum 7 years’ experience in sales or service-related areas. 3+ years managing remote team members. Experience communicating with doctors, technicians, and other senior hospital personnel; experience managing contact with different staff levels in customers’ organizations. Experience with supporting medical devices or industries with heavy physical service activities. Ability to analyze reports and create solutions from it. Excellent interpersonal and influencing skills. Excellent communication and follow-up skills. Strong organization and analytical skills. Superior problem-solving skills. Excellent computer skills, fluent in Microsoft Word, Excel and PowerPoint. Ability for frequent travel. It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
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Position Opening: Field Service Manager Base pay range: $90,000.00/yr - $125,000.00/yr This range is provided by PENTAX Medical Americas. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. About PENTAX Medical: Our mission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community. Position Opening: Field Service Manager Why JOIN Us? We are an established medical device leader that is preparing for high growth. This means that PENTAX is looking to invest in its team and provide a collaborative and encouraging work environment. PENTAX Medical is proud of its comprehensive benefits program and generous Paid Time Off and Holiday policy. Travel and location specifics may be discussed with your recruiter during the interview process. Responsibilities
Lead and manage all field-based Customer Experience Representatives (CXRs) activities in support of PENTAX Medical Company products. Manage senior specialists for complex & escalated customer concerns. The team provides onsite support for key customers and escalated issues. Develop and maintain seamless customer interfaces & experience. Ensure that the team delivers adequate training to customers to perform devices to the best of their functionalities, for safe handling, appropriate cleaning/disinfection and storage. Implement a program for customer process intelligence that allows reporting for key customer issues and touchpoints with the Customer Experience Representatives. Determine with Marketing & Service, processes and checkpoints with customers to ensure technical demos, installations, reprocessing training, and annual inspections are consistent and adhere to PENTAX Medical users’ instructions. Detect & facilitate customer installed base renewal or extension opportunities. Oversee damage reduction program by adapting international processes & reports, train and ensure that CXRs are carrying out the scheme: identifying root causes, design improvement plan and track execution and access outcomes. Provide leadership and direction to the team on high levels of customer care while delivering the best service value to our customers. Establish and maintain tracking mechanisms and processes to ensure measurement and management escalation occurs and is documented where needed. Collaborate with Commercial service Contract team to renew customer maintenance contracts in a swift manner. Monitor and drive the customer contract margin. Provide monthly and quarterly reporting of service KPIs as needed for your area of responsibility. Travel to customer facilities with sales or team members as needed. Requirements
Bachelors’ degree or nursing degree. Minimum 7 years’ experience in sales or service-related areas. 3+ years managing remote team members. Experience communicating with doctors, technicians, and other senior hospital personnel; experience managing contact with different staff levels in customers’ organizations. Experience with supporting medical devices or industries with heavy physical service activities. Ability to analyze reports and create solutions from it. Excellent interpersonal and influencing skills. Excellent communication and follow-up skills. Strong organization and analytical skills. Superior problem-solving skills. Excellent computer skills, fluent in Microsoft Word, Excel and PowerPoint. Ability for frequent travel. It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
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