Operations Leader

TRIMEDX•York, ME

9d•Onsite

About The Position

The Operations Leader oversees site operations and provides direction to technicians, applying knowledge of technology and equipment to support service delivery. The role manages technician staffing, scheduling, performance evaluations, coaching, development, hiring, and termination in accordance with company policies. It also builds customer relationships, addresses conflicts, supports organizational change, and fosters a respectful, collaborative, and communicative team environment. The position manages service operations, contracts, labor and parts resources, inventory, site performance metrics, inspections, work orders, and continuous improvement initiatives. It develops service strategies, tracks performance and financial benchmarks, supports customer and system-level reviews, and works with leadership to implement corrective actions. Account management duties include collaborating with customers and vendors, supporting customer satisfaction and retention, advising users on equipment status, reviewing service and contract requests, participating in hospital committees, and resolving customer issues. The Operations Leader may oversee one or more sites, including sites with less than $5 million in revenue, and has budget, expense, and applicable P&L responsibilities. The role supports upper management tactically and spends approximately 25% of its time performing technician work. Daily on-site presence is required during business operations, and travel up to 25% may be required based on customer or business needs. Task planning is generally allocated 50% daily, 30% weekly, 15% monthly, and 5% quarterly.

Responsibilities

Oversee site operations and provide direction to technicians using knowledge of technology and equipment.
Staff and schedule technicians to ensure effective service delivery.
Conduct semi-annual and annual technician performance evaluations; coach, mentor, and provide feedback, including corrective action when needed.
Develop team members and support their professional development and engagement.
Manage hiring and termination processes in accordance with company policies and procedures.
Build and maintain customer relationships and manage interpersonal or conflict-related issues.
Manage service operations, including service contracts, labor, parts, and resource documentation.
Manage shop supplies and stockroom inventory, including annual inventory.
Develop service strategies, track metrics, and participate in quarterly value reviews and system-level reports or meetings.
Manage Joint Commission inspections, prioritize open work orders, and ensure performance assurance inspections are documented.
Manage site KPIs, including preventive maintenance, work order timeliness, alerts, and regulatory requirements.
Assist with work order approvals and lead continuous improvement recommendations and corrective actions.
Collaborate with customers and vendors on solutions and support customer satisfaction, business growth, and retention.
Monitor modality-level financial and performance benchmarks.
Participate in customer departmental meetings and hospital committees, including Environment of Care and Capital Planning committees.
Advise equipment users on equipment status and ensure service and documentation are complete, timely, and accurate.
Evaluate contract fit and make contract recommendations, including adding or removing contracts.
Schedule workload and maintenance, improve daily operations, and identify trends and long-term solutions.
Manage on-call functions and rotations in the database.
Evaluate and approve parts requests and on-site or off-site vendor service requests.
Resolve customer issues and ensure satisfaction for assigned areas of responsibility.
Manage KPI performance, expenses, customer satisfaction, associate engagement, and contribution to Environment of Care performance.
Create, manage, and adhere to budgets; maintain accountability for financial performance and business targets, including applicable P&L responsibilities.
Provide tactical support to upper management and spend approximately 25% of time performing technician work.
Provide clear direction, establish goals and expectations, monitor team performance, and deliver timely, honest feedback.
Support associate development by identifying needs and connecting team members to internal and external resources.
Develop action plans to improve employee engagement.
Maintain daily on-site presence during business operations and travel up to 25% when required by customer or business needs.
Perform other duties as assigned.