Operations Manager - Raleigh, NC

Henry Schein

About The Position

This position requires candidate to reside in the territory, and is responsible for leading Equipment Technicians, within the assigned geography and to drive the entire installation process of capital equipment and work in conjunction with all Henry Schein divisions that impact the installation process, to deliver superior customer experience by planning and project managing the installation of capital equipment. This position will be responsible for managing the post-order procurement process for dental equipment and supplies and for ensuring the team is tracking to the quarterly/annual Risk and Opportunity (RO) targets. Ensure installations are coordinated, internally and externally in accordance with our policies and procedures, for the timely delivery and installation of dental equipment. Collaborate with sales leadership to execute corporate, national and district strategy, along with sales and operations business, field compliance and strategic customer initiatives. Work in partnership with the internal governance team to ensure inventory integrity. Ensure the assigned geography is properly staffed and trained to meet customer needs.

Requirements

Ability to manage installations and post-procurement processes
Intermediate troubleshooting skills
Proven ability to work with confidential information
Independent self-starter
Intermediate computer skills
Understanding and ability to explain HSD specific dental plans
General understanding of the trades (plumbing, electrical, construction, etc.)
Firm understanding of all company policies and local government regulations
Strong management skills and ability to attract, retain, motivate and develop team members for high performance
Excellent verbal and written communication skills and ability to resolve disputes effectively
Strong presentation and public speaking skills
Strong decision making, analysis and problem solving skills with ability to multi-task
Understand and act on financial information that may contribute to business profitability
Ability to manage successful projects, manage risks, costs, time and project teams
Lead team to achieve company goals in effective ways
Strong planning and organizational skills and techniques
Communicate effectively with management
Good negotiating skills
Build relationships, understand organizational complexities and manage conflict
Broad professional and managerial skills with an understanding of industry practices and company policies and procedures
Typically 7 or more years of increasing responsibility and complexity in terms of any applicable professional experience; first-level manager.

Nice To Haves

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

Responsibilities

Manges the entire district installation process by working with the assigned Equipment Specialist(s) to determine the appropriate installation dates and ensure all projects are current and on track with quarterly / annual RO.
Leads the coordination of all installation date changes that may occur during the planning process.
Responsible for Equipment Planning Meetings (EPM) for assigned market to provide updates to the team and ensure customers are notified for all scheduling.
Ensures that all preparation prior to start of weekly EPMs is complete, which includes scheduling customers; inputting current estimated shipping details and notes into internal software systems; daily/weekly adjustment of projected installation dates; manages the solutioning of credit issues; validates ‘Order Terms’ compliance prior to installation; and works directly with 3PL (or respective Henry Schein facilities) to ensure equipment is staged for delivery.
Handles daily invoicing per the order terms upon delivery / installation of equipment, including ensuring all credit and financial approvals are in place and handles escalations as required.
Communicates directly with Equipment Specialists to ensure alignment with order status and forecasted projections/commitments as needed.
Provides financial accounting with proper proof of delivery documents for entered equipment orders based on audit sent by the Financial Inventory Team.
Verifies with Equipment Service Technician(s) and local management for revenue recognition.
Holds all TSMs in assigned geography accountable for effectively utilizing project management tools as required.
Ensures a high level of customer experience and overall KPI results in the assigned geography.
Work closely with the Strategic Accounts team to manage assigned accounts.
Ensure technicians are held accountable for accurate and timely completion and close out of work orders and RMAs.
Partner with the Area Technical Trainers for all technical training requirements, and additional KPI metrics as required.
Manage and resolve TSM issues and concerns in a professional and diplomatic manner, supporting these issues with appropriate documentation and requesting the assistance of Human Resources when necessary.
Recognize team members, hold technicians accountable, regularly coach and counsel technicians towards attaining performance and career goals and ensuring there is appropriate focus on high potential talent.
Responsible for Equipment Technician hiring, onboarding, professional development planning, certification completion and continued training.
Attend all necessary industry meetings, customer meetings and corporate meetings as required by the business.
Participates in special projects and performs other duties as required.
Acts as back up for colleagues in other markets.