Manager, Field Service & Operations - PR & Caribbean

Henry Schein

2d•Remote

About The Position

This position is responsible for leading Equipment Technicians and operations personnel within an assigned geography and managing the end-to-end installation of dental equipment. The role partners closely with several Henry Schein divisions involved in the installation process to ensure a superior customer experience through effective planning, project management, and service delivery. This position owns the equipment service strategy for the region, including escalations, operational performance, and the planning and execution of complex dental equipment projects. The role leverages reporting and analytics to drive efficiency, productivity, and continuous improvement across field service and project delivery. This role is critical to advancing Henry Schein’s strategic growth and operational excellence within its assigned region.

Requirements

Demonstrated experience managing pre and post procurement installation processes.
Proven ability to handle and protect confidential information.
Independent self starter with strong ownership and follow through.
Intermediate computer skills and strong comfort working with business systems and tools.
In depth experience with dental equipment implementations and related equipment, such as imaging, CAD CAM, cone beam, vacuums and compressors, units, lights, chairs, and sterilization.
Ability to read and write technical documents such as scopes of work and installation playbooks.
Experience with process mapping and process improvement initiatives.
Familiarity with software as a service workflows that improve customer experience and support data driven operations.
Ability to analyze data and trends for reporting, forecasting, and performance improvement.
Software proficiency including, but not limited to, MS Office, NES, Salesforce, Trello, Smartsheet, Power BI, and other platforms as needed.
Understanding and ability to explain HSD specific dental plans as applicable.
Strong management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
Outstanding verbal and written communication skills and ability to resolve disputes effectively
Excellent presentation and public speaking skills
Excellent independent decision making, analysis and problem solving skills
Understand and act on financial information that contributes to business profitability
Ability to plan and manage successful projects; understand available resources, develop timeline, budget, assign tasks and areas of responsibility
Lead team(s) to achieve company goals in creative and effective ways
Excellent planning and organizational skills and techniques
Communicate effectively with senior management
Good negotiating skills and ability to effectively manage outsourced relationships
Ability to influence, build relationships, understand organizational complexities and manage conflict
Broad professional and managerial skills with a good understanding of industry practices and company policies and procedures
Ability to lead virtual teams
Typically, 7 - 10 years of increasing responsibility and complexity in terms of any applicable professional experience; 1 or more years of management experience.

Nice To Haves

Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.

Responsibilities

Own the regional service strategy, overall customer satisfaction, and resolution of unusual issues or escalations, including after-hours support when required.
Develop and implement customer specific service programs and best practices across strategic accounts and identify and cultivate future service opportunities.
Manage and enhance service offerings such as equipment assessments and preventive maintenance programs.
Maintain ongoing communication with customers, sales, and field teams regarding strategic initiatives, revenue opportunities, escalations, and service actions.
Ensure a consistently high level of customer experience and achievement of key performance indicators within the assigned geography.
Lead and manage the full district installation process for capital equipment, coordinating with assigned Equipment Specialists to establish appropriate installation dates.
Ensure all projects are current and on track with quarterly and annual revenue or installation objectives, adjusting plans as needed.
Lead the coordination of installation date changes during the planning process, ensuring timely customer communication and alignment with internal stakeholders.
Own and lead Equipment Planning Meetings for the assigned market to provide updates, align teams, and ensure customers are notified of schedules.
Lead multi-party coordination, including internal teams and third-party facility vendors, for consultation, remote assistance, and onsite work; organize recurring project calls and stakeholder updates.
Ensure accurate and timely completion, documentation, and close out of work orders and return material authorizations.
Communicate directly with Equipment Specialists to align on order status, forecasts, and commitments as needed.
Partner with the Financial Inventory Team to provide proper proof of delivery documentation for entered equipment orders.
Verify revenue recognition details with Equipment Service Technicians and local management.
Work in partnership with internal governance teams to maintain inventory integrity.
Utilize reporting, analytics, and data trends to improve operational performance, technician productivity, and service quality
Lead, coach, and develop Equipment Technicians and other direct reports to achieve high performance and professional growth.
Hold team members accountable for performance, customer experience, and adherence to processes and tools.
Recognize and reward team members; provide ongoing feedback, coaching, and counseling to support performance and career development.
Lead Equipment Technician hiring, onboarding, professional development planning, certification completion, and ongoing training.
Collaborate with sales leadership to execute divisional business goals and strategic customer initiatives.
Work closely with sales, operations, and field teams to align on shared objectives, service actions, and future revenue opportunities.
Build strong internal and external partnerships to support successful project execution and customer outcomes.
Attend industry meetings, customer meetings, and corporate meetings as required
Participates in special projects and performs other duties as required.