JOB OVERVIEW:

This position is responsible for providing strategic and tactical guidance to Equipment Service Technicians and Certified Integration Technicians within the Region. Working closely with the Regional Operations Manager, this position is accountable for leadership and execution of corporate, area and zone strategy to drive service growth and field compliance. High degree of focus on tactical direction and support by providing consistent direction to teams in assigned geography. Ensure the assigned geography is properly staffed and trained to meet customer needs.

KEY RESPONSIBILITIES:

• Ensure all service TSMs in the region are executing on corporate and strategic initiatives related to service, safety, regulatory, security and compliance. This includes but is not limited to: regular co-travel and coaching sessions with service TSMs, and regular interaction with sales teams, customers and vendors. Work with sales and operations management to foster a team environment between sales and field service.
• Work in conjunction with the Regional Operations Manager on the recruiting of competitive hires. Regularly network with qualified potential hires as it relates to the possibility of them joining the Company.
• Execute on all National, Area and Zone programs that impact service with a focus on technical service and break/fix processes and completion of Preventive Maintenance Agreements, ensuring maximum customer satisfaction.
• Work closely with Dispatch to manage service technician schedules and accommodate emergency requests.
• Monitor and ensure compliance to SLA’s within the Region and work with leadership to meet KPI goals by ensuring cohesion and consistency with corporate objectives.
• Ensure technicians accurately and timely complete and close out work orders.
• 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. Regularly coach and counsel TSMs towards attaining performance and career goals and ensuring there is appropriate focus on high potential talent.
• Own recruiting, training and onboarding of all service TSMs in the Region. Hold current TSMs accountable for deliverable goals through regular evaluation of skills and abilities and continuous feedback.
• Attend all necessary industry meetings, customer meetings and corporate meetings as directed by Regional Operations Manager.
• Participates in special projects and performs other duties as required.

SCOPE:

Typically supervise overtime eligible staff on day-to-day activities to complete assignments using established procedures and policies within a section(s) of a department. Jobs are similar in nature and perform a single task or multiple but closely related tasks. Receive predetermined work assignments subject to a moderate level of control and review. Management reviews work to measure meeting of objectives.

COMPLEXITY:

Follow established practices and procedures in analyzing situations or data from which answers can be readily obtained. Handle routine problems and escalate more complex problems. Focus on a single process or multiple tasks that are closely related to a single objective. Extensive knowledge about the position(s) being supervised.

STRATEGY:

Focused on how to implement management’s decisions through the work of staff. Carry out policies and procedures passed down from management.

SUPERVISION:

Provide immediate supervision to support level staff typically performing continuous routine activities and assign tasks, check work at frequent intervals and maintain schedules. Portion of time normally spent performing individual tasks related to the sub-unit.

INTERACTION:

Interact daily with subordinate staff, customers and/or functional peer groups. Interaction normally involves exchange or presentation of factual information.

MANAGEMENT DUTIES:

Typically does not hire, terminate, or promote without Manager and/or Director approval, but may have input into the decision-making process. Decisions on salary increases, performance reviews, disciplinary actions, etc. are reviewed by more senior management

MINIMUM WORK EXPERIENCE:

Typically 4 or more years of related support experience; 3 or more years of management experience. 2 years of operational/service leadership experience, experience within the health care industry preferred. Experience in companies who sell direct to customer

PREFERRED EDUCATION:

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

GENERAL SKILLS & COMPETENCIES:

• Good management skills and ability to motivate teams
• Good verbal and written communication skills and ability to resolve disputes effectively
• Good presentation and public speaking skills
• Good decision making, analysis and problem solving skills with ability to multi-task
• Ability to learn applicable computer systems and other business required competencies
• Understand financial information that impacts department
• Ability to plan and coordinate successful projects
• Communicate effectively with team(s)

SPECIFIC KNOWLEDGE & SKILLS:

• Ability to motivate by communicating vision and strategy and creating a shared purpose
• Proven record of innovation and a continuous/process improvement attitude
• Strong consensus building skills: Leads and supports change; takes appropriate chances
• Achieves business results, by taking action, achieving quality and focusing on the future
• Demonstrates integrity and ethics; sets a personal example
• Services customers by meeting their needs and focusing on customer satisfaction
• Strong training focus that results in successfully developing and motivating people
• Builds and develops partnerships through open lines of communication, values diversity
• Function in a rapidly changing environment

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

• Travel typically 60% locally. Air travel less than 10%.

• Valid driver’s license required including ability to pass annual motor vehicle record checks

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers