Field Service Lead
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About The Position
This position is responsible for providing leadership in a service location and the training of employees and customers associated with their location. Responsibilities include administrative duties (i.e., performing and assisting in maintaining inventory of products, parts, disposables, and supplies), serving the needs of our healthcare clients, inclusive of the delivery, pickup and maintenance of cutting-edge medical device equipment, and serving as the service center designee. As a Field Service Representative III (or Lead, based on location), you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by: Serves as the service center designee, in the absence of service center management to assume responsibilities of the person in charge of the location. Oversight of local business operations to include metrics and required use of outside labor. This will also include daily disposition of work to other team members. Provides support and training to other service center employees regarding appropriate execution of operational protocols and processes. Supports customers to include patients and hospital staff on a regular basis providing superior customer service with customer centric solutions; Executes customer training on products and processes as appropriate. Organizes, allocates and executes work tasks to effectively and efficiently meet customer expected timeframes for service. Ensures timely and accurate order management execution of the center using company issued computers and electronic equipment for accurate documentation and record keeping. Obtains and evaluates all information regarding service and product inquiries and provides prompt responses & appropriate follow up. Seeks out customer needs and feedback; responding and/or escalating to management as appropriate. Safely operates a company vehicle to support the equipment delivery, retrieval and onsite customer service requirements of the position (30-75%) Prepares best-in-class medical device equipment (cleaning, disinfecting, quality validation and routine maintenance), disposables, and documentation processing for delivery. Performs and coordinates inventory control on assets, parts, disposables, and supplies. Contacts customers regarding coordination of delivery and retrieval return of products Accurately prepare, Pick, Pack, Ship and Receive inbound and outbound shipments using 3rd party partners; Loading and unloading medical equipment from company vehicles. Leads and ensures compliance with all work and safety instructions and conforms to Company and Departmental policies and procedures and regulatory requirements. Ensures and maintains a clean, orderly and safe working environment.
