Field Operations Manager - Surgical Equipment Repair

Agiliti•Florida - Home based, FL

About The Position

The Field Operations Manager provides strategic oversight and leadership for Agiliti’s Surgical Equipment Repair (SER) field operations. The role leads the SER Field Operations Team (SER FOT), including OSERS, OSERS-FL, MIRSS, and/or IM personnel, to align operations with financial and quality goals and deliver a strong customer experience. The manager ensures field staff are technically qualified and competent, develops standards for parts and equipment organization in mobile vans and customer-site or free-standing labs, and monitors operational efficiency and delivery of Agiliti’s value proposition. The position involves recruiting, developing, and managing staff; setting and reviewing performance and productivity metrics; evaluating employee performance; coaching and mentoring; and ensuring teams meet weekly and monthly objectives. The manager collaborates with the Division Operations Manager and other SER Sales and Operations personnel on staff development, proposals, customer presentations, contractual service-level agreements, and revenue forecasting. The role includes field co-travel to provide instruction and obtain feedback, monitoring customer and competitor activity, and supporting a culture of accountability, teamwork, and excellent service. Other duties may be required, including onsite truck repairs when needed. The primary job location is the Home Office (Florida). Candidates must be able to travel 30% to 50% of the time. The role may require obtaining or providing proof of vaccinations according to customer and/or company requirements; Agiliti covers the expense of required vaccinations at a participating clinic.

Requirements

Bachelor of Science degree or equivalent Surgical Equipment Repair work experience.
Ability to read, write, and speak English proficiently.
Excellent verbal and written communication skills.
Experience evaluating, training, and managing remote employees.
Proficiency in Microsoft Office 365 and ability to learn company-specific programs.
Ability to pass vendor credentialing and screening requirements for credentialing at a hospital or health care facility, initially and as periodically required.
Ability to travel 30% to 50% of the time.
In-depth Surgical Equipment Repair knowledge.
Willingness and ability to respectfully identify, raise, and resolve issues that impede excellent customer service.
Strong affinity for Agiliti’s core competencies.
Understanding of Agiliti’s Quality Policy and applicable objectives and metrics.
Proven leadership and team-building skills.
Strong troubleshooting and critical-thinking skills.
Time-management and organizational skills.
Experience developing and understanding performance metrics.

Nice To Haves

Acute-care environment experience, preferably in SPD/OR.
Experience effectively managing and maintaining client relationships.
One to three years of leadership experience.

Responsibilities

Lead and manage Surgical Equipment Repair field operations, including OSERS, OSERS-FL, MIRSS, and/or IM personnel, to support financial and quality goals and customer experience.
Ensure SER field staff are technically qualified and competent in instrument repair and customer service.
Foster accountability, teamwork, trust, and respect through coaching and mentoring.
Recommend and review performance and productivity metrics; evaluate employee performance and identify opportunities for improvement.
Develop requirements and standards for organizing parts and equipment in mobile vans and in-house labs at customer locations or free-standing sites, where applicable.
Monitor and manage divisional operational efficiencies and delivery of Agiliti’s value proposition to maintain the customer base.
Collaborate with the Division Operations Manager to ensure field staff are qualified and competent and to select, screen, manage, and develop SER FOT staff.
Recruit and manage staff, including work allocation, training, coaching, mentoring, problem resolution, performance evaluation, feedback, and corrective actions.
Consult on operational requirements for proposals and customer sales presentations.
Ensure teams achieve weekly and monthly objectives and work with SER Sales and Operations personnel to deliver contractual service-level agreements.
Evaluate field staff proficiency in day-to-day service responsibilities and professional interactions with client personnel in perioperative services and supply chain areas.
Conduct field co-travel to provide instruction and receive feedback on SER service delivery.
Participate in and support Onsite and IR Send-In revenue forecasting.
Monitor customer, market, and competitor activity and provide feedback to executive and leadership teams.
Promote an environment that enables employees to succeed and establish a common vision for consistently excellent service.
Perform other duties as required, including onsite truck repairs when needed.