Field Service Manager - Lexington/Louisville, KY

Olympus Corporation of the Americas•Upper Saucon, PA

5d•Onsite

About The Position

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.

Requirements

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 experience in a Medical or Electronics related field.
Must hold a valid U.S. Driver’s License at all times that is not revoked or suspended in any state, province or other jurisdiction. All individuals in this role must comply with all vendor credentialing requirements inclusive of, but not limited to, medical vaccinations, training requirements and policies. Individuals must also complete annual bloodborne pathogen training, operating room protocol training and obtain Hepatitis B vaccination.

Responsibilities

Strategic Planning: 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 FSEs 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.
Manage area reports and data analysis.
Maintain area service records relating to overall performance.
Ensure consistent quality standards within area and coordinated nationally.
Maintain positive customer relationships.
Coordinate with Sales Management to achieve customer service objectives
Manage overall dispatch activities to maximize efficiency.
Work within other areas of Support Services as required.
Travel by car/plane is required.
Perform all other essential duties as directed.