Regional Service Manager

Elekta•Atlanta, GA

About The Position

The Regional Service Manager manages the service business in an assigned geographical region and serves as the primary professional interface between customers and Elekta. The role directs and develops Field Service Engineers, supports sales and service sales, and oversees regional service objectives, budgets, installations, maintenance, quality, safety, and regulatory compliance. It also owns the customer experience by addressing concerns, meeting service commitments, improving service delivery, and coordinating across Elekta teams.

Requirements

Bachelor’s degree or equivalent experience.
Effective written and verbal communication skills and 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.
Ability to uphold Elekta’s philosophy, policies, and procedures and maintain appropriate controls for compliance with applicable laws and regulations.
Active driver’s license in the home state.
Proven ability to organize, motivate, and direct people internally and represent the division effectively in external contacts.
Thorough knowledge of division products and services and customer needs.
Commercial knowledge and ability to read, prepare, and understand contracts.
Compliance with customer vendor credentialing requirements and Elekta’s COVID-19 (U.S.) Vaccination Policy.

Responsibilities

Serve as the interface for communication to and from the field.
Manage transactions and support sales and service sales.
Conduct site visits and plan and follow up on feedback actions.
Manage and direct Field Service Engineers in the assigned region.
Mentor Field Service Engineers through 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 group.
Establish technical service objectives and plans.
Prepare capital and operating expense budgets.
Ensure timely submission and appropriate distribution of technical service reports, timesheets, expense reports, and other information.
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 and training requirements.
Prepare repair estimates and statements.
Inspire, motivate, and develop the team; provide direction and support; and build a high-performance, engaged, team-oriented culture.
Collaborate across functions and build partnerships with Zone Communities, Regional Teams, Global Teams, and Business Lines.
Direct complex internal and external conflict resolution.
Keep staff informed about business developments and customer feedback, and identify ways to improve employee engagement and safety.
Lead the regional team with integrity and professionalism.
Ensure high-quality customer service, fulfillment of contract obligations, and compliance with internal information-tracking and reporting requirements.
Ensure appropriate customer communication, conduct ongoing onsite and face-to-face meetings, and address service issues and customer concerns.
Work across Elekta to prevent and resolve customer issues, including through onsite meetings and business reviews.
Drive the team to reduce resolution times, enhance service delivery, and improve customer service.
Ensure operations meet quality certification standards, manage the installed base and customer expectations, and direct preparation and maintenance of quality and safety certifications.
Ensure strong technical, operational, and financial performance across installation projects, equipment services and maintenance, upgrades, and updates in accordance with technical specifications.
Assess resource development and training needs and carry out manpower planning and calculations related to installed-base development and budget planning in coordination with other Regional Service Managers.