Regional Service Manager, Southeast, TransLogic

Make an impact

• Staffing and Completing SSAs for all customers within his/her geographic region.
• Coordinating scheduling and overseeing the completion of System Start-Ups for projects within his/her geographic region.
• Providing manpower to respond to Customer calls for Emergency Service, Warranty, SSA’s and support for other Swisslog Products.
• Promoting Modernization and Upgrade opportunities to our existing customer base.
• Assisting the Sales Organization in the sale of new or upgrades to existing systems.
• Responsible for overall account management and customer satisfaction.
• Track and manage all issue escalations, action items, and customer concerns.
• Act as the internal customer advocate to ensure the business is doing everything possible to deliver best in class customer service and that the customer is getting the most from their investments in Swisslog solutions.
• Develop relationships with key customer stakeholders to ensure long term success- help create a Swisslog customer for life.
• Be the customers’ escalation point for any issues not resolved through normal operations and own the escalation through to resolution.
• Monitor the customer satisfaction health of the customer with routine visits, review of support cases and survey results.  Know the pulse of the customer.
• Assist the sales team with service agreement renewals.

Leadership and Organizational Development

• Develop a culture of empowerment, customer engagement, and accountability.
• Lead and develop 5 to 9 direct reports and over 40 indirect technical personnel.
• Ensure that Field Service Engineers are accurately reporting time, expense and materials utilized on each job.
• Reviewing and documenting variants to planned costs and expenses.
• Assist the Realization team with the coordination of projects or support activities as required.
• Monitor trends in equipment and service behaviors while actively participating in the Quality Management Program.
• Provide appropriate training and development for Field Service Supervisors and Engineers.
• Performs other duties, as assigned.

What you need to succeed

• Process and detail oriented professional, that is passionate about providing exceptional customer service
• Eight (8+) years of account management, customer support, or client services experience, preferably working with healthcare providers
• 3-5 years of experience managing Field Service or other technical personnel
• Exceptional organization, communication and presentation skills
• Strong business acumen and service orientation.
• Zest for learning new technologies and technical aptitude
• Experience at working both independently and in a team-oriented, collaborative environment is essential.
• Bachelor’s Degree or equivalent education/experience

Desirable, but not Essential:

• Experience in the Healthcare – specifically in healthcare automation, solutions, and/or supply chain
• Pharmacy or medication management technology experience
• Healthcare IT Project Management experience