Regional Service Manager

Elekta•Atlanta, GA

About The Position

The Regional Service Manager oversees the service business and field personnel in an assigned geographic region, serving as a key professional interface between customers and Elekta. The role supports company projects, programs, and policies while maintaining customer satisfaction, service quality, regulatory compliance, and operational and financial performance. The position manages and develops Field Service Engineers, sets regional technical service objectives, plans budgets and resources, and oversees installations, calibrations, preventive maintenance, repairs, upgrades, and service reporting. It also leads customer engagement and issue resolution, collaborates across Elekta’s regional and global teams, and ensures employees follow applicable safety, quality, and regulatory requirements.

Requirements

Bachelor’s degree or equivalent experience.
Effective written and verbal communication skills.
Exceptional customer service skills.
Ability to represent the organization professionally and positively.
Ability to organize and prepare reports.
Willingness to travel when required and work independently.
Maintain an active driver’s license in the home state.
Proven ability to organize, motivate, and direct people and represent the division in external contacts.
Thorough knowledge of division products and services and customer needs.
Commercial knowledge and ability to read, prepare, and understand contracts.
Comply with customer vendor credentialing requirements and Elekta’s U.S. COVID-19 Vaccination Policy.
Uphold Elekta’s philosophy, policies, and procedures and maintain controls to ensure compliance with applicable laws and regulations.

Responsibilities

Serve as the communication interface between the field and the company.
Manage transactions and support sales and service sales.
Conduct site visits and manage feedback, action planning, and follow-up.
Manage and direct Field Service Engineers in the assigned geographic region.
Mentor Field Service Engineers through ongoing performance feedback, annual evaluations, compensation planning, and career development.
Provide support and guidance to field personnel and communicate company policies and needs to the regional team.
Establish technical service objectives and plans, and prepare capital and operating expense budgets.
Ensure timely completion and distribution of technical service reports, timesheets, and expense reports.
Manage installations, calibrations, and preventive maintenance to ensure compliance and customer satisfaction.
Ensure quality and compliance metrics meet operational targets and that staff follow safety and regulatory policies.
Prepare repair estimates and statements.
Inspire, motivate, and develop the team; foster teamwork, engagement, and a high-performance culture.
Collaborate with other functions and build partnerships across Zone Communities, regional teams, global teams, and business lines.
Lead complex internal and external conflict resolution and keep staff informed about business developments and customer feedback.
Identify strategies to improve employee engagement and safety, and lead with integrity and professionalism.
Ensure high-quality customer service, fulfillment of contract obligations, and completion of internal tracking and reporting requirements.
Maintain appropriate customer communication through onsite meetings, face-to-face engagement, and business reviews.
Drive the team to reduce resolution times, improve service delivery, and enhance the customer experience.
Ensure operations meet quality certification standards, manage the installed base and customer expectations, and maintain quality and safety certifications.
Oversee technical, operational, and financial performance, including installation projects, equipment service and maintenance, upgrades, and updates.
Assess resource development and training needs and coordinate manpower planning for installed-base development and budget requirements.