Field Service Manager

Job Description

The Field Service manager is responsible for managing a team of Field Service Engineers and Trainers in order to meet or exceeding revenue targets.  This position is responsible for the overall service level, support and repair of OAI products within an assigned geographical area. Additionally, they are responsible for the coordination and continuous development of Olympus resources to drive the highest levels of customer satisfaction.

Job Duties

* Identify and create Area Strategies that achieve service objectives and adjust as needed to meet business objectives.

* Routinely analyze trends and key issues that impact business results.
 

* Create objectives, strategies, and tactics for overcoming key issues.
 

* Utilize systems to track progress of strategy implementation.
 

* Provide leadership and direction for assigned Field Service Engineers (FSEs) to consistently meet or exceed performance objectives.
 

* Communicate a vision for the Service Organization that the area team members will strive to attain.
 

* Provide continuous job expectations, development opportunities and improvement in FSE performance to produce the highest levels of customer satisfaction:
 

* Train and coach all FSEs in knowledge and skills required for continuous improvement.
 

* Make routine field visits with each FSE as required.

* Monitor progress, recognize improvement and establish new priorities.
 

* Utilize Training Department and Field Service Trainers to support area training needs.
 

* Provide accurate feedback and recognition to area FSE's on their progress toward meeting job expectations.
 

* Routinely assess FSE trends of performance versus job expectations and establish objectives, methods and measures for improvement.
 

* Analyze utilization and other productivity reports to optimize individual and team performance.
 

* Identify individual performance in relation to team performance and department standards.
 

* Maintain area service records relating to overall performance.

* Ensure consistent quality standards within area and coordinated nationally.
 

* Coordinate with Sales Management to achieve customer service objectives.
 

* Manage overall dispatch activities to maximize efficiency.

Job Requirements

REQUIRED QUALIFICATIONS:

* Minimum of Bachelors Degree in Electrical Electronic Bio Medical or Computer Science from an accredited college or university OR Associates Degree in the above disciplines with a minimum of five (5) years work experience in a Medical or Electronics related field.

* Experience in Field Service and or Sales Support.

* Successful completion of A+ certification Netware Administration and Network Certification.

* Must possess or be able to obtain a suitable vehicle that is less than seven (7) years old has available Cargo Volume of at least 18.6 cubic feet and otherwise meets the requirements as outlined in the Olympus Vehicle Reimbursement Program.

* Valid driver's license.

* In addition to the above qualifications the candidate must agree to: Cooperate and participate as and effective team member in creating a positive working environment. Demonstrate positive OAI corporate citizenship. Ensure professional and timely communication with customers and sales reps in accordance with established Customer service protocols.

* Recognize and adhere to established company and department policies and protocol including but not limited to: Appropriate dress. Appropriate behavior. Work station. Electronic communication. FTO policy. Receptive to positive and constructive feedback as provided by OAI Management. 

PREFERRED QUALIFICATIONS:

* Solid working knowledge of electronics personal computer hardware software and LAN (Novell and Microsoft) technology.

* Strong communication skills (written and verbal).

* Technical writing skills.

* Business management skills.

* Presentation skills.

** The anticipated compensation range for this position is $120,000 to $168,000 USD annually and the compensation offered will depend on the candidate’s qualifications.