Regional Service Manager - Pharmacy Automation, East Region

Company: Translogic Corp.

Additional posting countries (for remote jobs only):

Workplace: remote

Address Customer Location:

Make an Impact with Healthcare Technology Jobs That Matter

The Regional Service Manager (RSM) is primarily responsible for managing the service and support delivery to Swisslog Healthcare’s Medication Management clients within a specified geography. This business leader will guide and direct the Field Service teams and collaborate with other internal stakeholders to deliver exceptional customer service as measured by Net Promoter Scores and other established KPIs. The role is instrumental in our successful relationship management of the customer journey, support of pre-sales efforts to land business, and, ensuring the adoption, expansion and renewal of our solutions and services at our customer sites. This will require a keen understanding of the assigned customer portfolio, alignment on customer needs and requirements vs. SLA commitments, and routine engagement and communication with key clients to review service delivery expectations. The RSM is a very critical and visible role to our customers and must demonstrate exceptional leadership, personnel management and organizational skills.

Make an impact

Maintain and grow existing client service portfolio within defined region by delivering an outstanding customer experience.
Resource planning, scheduling and completion of SSAs for all customers within the geographic region.
Coordinating scheduling and completion of System Start-Ups and oversight of project transition from implementation to service team.
Prioritization of response and resolution of customer issues related to emergency and on demand service, warranty and SSA’s.
Track, monitor and share service/repair trends with internal stakeholders to support efforts for continuous improvement.
Collaborate with Sales and Marketing teams to promote modernization and upgrade go-to-market strategies related to EOL and EOSL opportunities within our existing customer base.
Align with Inside Sales in the timely renewal and delivery of SSA renewals.
Support pre-sales and post-implementation activities related to the sale of new or upgrades to existing systems.
Responsible for overall account management and customer satisfaction related to service delivery agreements. Routinely meet with key customers (Quarterly/Bi-Annually) to review service programs, needs, gaps, additional requirements, as well as opportunities to expand business.
Act as the internal customer advocate to ensure the voice of the customer is acknowledged with appropriate follow up to support a best in class customer experience.
Serve as 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.
Develop a culture of empowerment, customer engagement, and accountability.
Perform other duties, as assigned.

What you need to succeed

Process and detail oriented professional, that is passionate about providing exceptional customer service
5-7 years of leadership experience with account management, customer support, and/or client services, preferably working with healthcare providers
5-10 years of experience managing a Customer Service team
Exceptional organization, communication and presentation skills
Experienced in leading customer meetings, presentations and negotiations
Strong business acumen and service orientation. Experience with P&L management
Technical aptitude and willingness to learn new technologies
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 healthcare – specifically in healthcare automation, solutions, and/or supply chain
Pharmacy or medication management technology experience
Healthcare IT Project Management experience

Equal Opportunity Employer

Swisslog Healthcare is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, status as a protected veteran, or any other applicable status protected by federal, state or local law.

Swisslog’s FMLA policy can be found at:
http://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at jobs.healthcare.us@swisslog-healthcare.com

Our Vision: Lead Change for Better Care

Swisslog Healthcare empowers hospitals and healthcare facilities with advanced pharmacy and transport automation solutions that streamline medication management and support clinical workflows. With over 1,200 dedicated employees serving more than 3,500 health facilities worldwide, we’re committed to improving patient safety and giving healthcare professionals more time for what matters most: caring for patients. Join us in shaping the future of healthcare.