Remote 
Regional Service Manager - West
 Probo Medical | |
 United States | |
 Feb 10, 2025 | |
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Description Probo Medical is a diagnostic imaging sales and service provider that delivers high-quality, affordable healthcare products and services to medical practices around the world. With locations that span across the US, Canada, the UK and parts of Europe, we've made it our mission to increase access to healthcare services for patients worldwide. We believe that starts with reducing healthcare costs and empowering medical professionals to make smarter decisions for their healthcare business. As employees of Probo Medical, we focus on building quality relationships with customers, by empowering our teams to solve problems together and creating long-lasting relationships with our customers. If you have a passion for healthcare and share our common goal to help increase patient access to affordable, high-quality products and services, we encourage you to apply!The Regional Service Manager - Diagnostic Imaging (RSM) will report directly to the EVP, Global Service and are accountable to providing high levels of customer satisfaction, quality service either on or off site, and delivering Service revenue and margin within the assigned service area.As a people leader, the RSM will be responsible for working coaching & mentoring Field Service Engineers (FSEs) within his or her assigned area that work on diagnostic imaging equipment which may include MRI, PET, CT, BMD, Ultrasound and C-ARM. They are responsible for ensuring all scheduled and unscheduled maintenance work within the region is completed to the satisfaction of customers and in compliance with any company, state or federal guidelines. It is critical in this role that the RSM works with appropriate experts to ensure their FSEs are appropriately trained and supported the healthcare equipment assigned to the FSE.Customer satisfaction is essential to maintain in the region, with the RSM finding and creating strong strategic relationships with their key customers. Maintenance of these relationships may include quarterly reviews on site, along with travel through the given territory.Finally the RSM is ultimately accountable for the revenue growth within their area, creating strong dotted line relationships with sales members and coaching FSE teams on how to find opportunities for on demand sales. As key business leaders, they control expenses, looking for opportunities simplify processes, reduce costs and deliver margin commitments..ESSENTIAL DUTIES AND RESPONSIBILITIESManages field engineers located within the service area, typically 15-30 engineers.Ensures all scheduled and unscheduled maintenance work within the area is completed to the satisfaction of customers in compliance with required Probo Medical procedures and timeframes.Responsible for making sure all FSE's are appropriately trained to support the equipment in their area. Ensures engineers receive acceptable technical support, based on OEM and/or modality.Upholds and promotes FSE culture that is MultiVendor and MultiModality.Interfaces with area customers as a management representative of Probo Medical, ensuring resolution and follow up to any customer concerns.Drives customer satisfaction for customers by providing world-class response times and service delivery, while ensuring complaints are addressed immediately.Responsible for maximizing field service productivity within the assigned service region.Manages overtime, parts usage, travel expenses, and shipping expenses without negatively impacting customer satisfaction.Ensures FSE teams are appropriately scheduling resources, priorities, assignments, etc. to with appropriate urgency and responsiveness to customer needs.Drives the execution of HBS engagements within their area playing a significant role in growing HBS revenue, providing year over year growth and delivering to budget.Identifies and participates in sales opportunities such as new contracts, contract renewals and system sales.Collaborates with sales team to help drive company strategy around supporting both Strategic Partnerships, as well as Direct to Customer engagements.Responsible for monitoring engineer parts and calibrated tool inventory at all times to maintain compliance.Responsible for monitoring and controlling all performance KPIs for the field engineer's such as tool calibration, PM performance, Response Time etc.Utilizes the escalation process to resolve customer service delivery issues. Does not hesitate to escalate quickly to ensure the customer has the best chance of a successful repair.Ensures adherence to Environmental Health Safety, OSHA, FDA, HIPAA and/or all other applicable regulatory requirements.Probo Medical reserves the right to revise the job description as well as require that other duties be performed as needed. Requirements QUALIFICATIONSRequired Education and Experience:Bachelor's Degree or equivalent and a minimum of 10 years of leadership/military experience.Must demonstrate previous people leader experience in a remote environment.Valid driver's license, good driving record and must be able to pass a motor vehicle record check.Experience interfacing with both internal team members and external customers as part of a solution-based service process.Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy to understand manner in complex/volatile environments.Proficient level of computer skills including MS Word, PowerPoint, Excel, and Outlook.Ability to work in a fast-paced, ever-changing, self-directed, and entrepreneurial environment.Decision-making, problem resolution and creative thinking skills.Must reside in the western region of the US. Preferred Education and Experience:Previous Leader in healthcare field service.Previous experience diagnosing, repairing, installing, and servicing diagnostic imaging equipment - NM, SPECT, SPECT/CT, PET, PET/CT, CT and/or MRI in a field service engineer capacity.The anticipated hiring range is $125,000+. This range may vary and is based on several factors including, but not limited to, geographic location, work experience, education, certifications, etc. TRAVEL REQUIREMENTSThe position will require the ability to travel up to 50% of the time, and may require overnight stays depending on the region assigned.The incumbent must reside in their assigned Region. WORK ENVIRONMENTThe work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.Must be able to sit for long periods of time, as required for the position through meetings and travel requirements.The physical and mental requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. | |