Manager, Diagnostic Imaging Service - West Coast

Description

Probo Medical is a diagnostic imaging sales and service provider that delivers high-quality, affordable healthcare products and services to medical practices around the world. With locations that span across the US, Canada, the UK and parts of Europe, we’ve made it our mission to increase access to healthcare services for patients worldwide. We believe that it starts with reducing healthcare costs and empowering medical professionals to make smarter decisions for their healthcare business. As employees of Probo Medical, we focus on building quality relationships with customers, by empowering our teams to solve problems together and creating long-lasting relationships with our customers. If you have a passion for healthcare and share our common goal to help increase patient access to affordable, high-quality products and services, we encourage you to apply!

We are seeking a strong leader for our Diagnostic Imaging service business, ensuring high quality service delivery and working to expand our business growth. This leader will oversee a team of highly competent field engineers, drive business growth and instill a culture of process rigor while inspiring teams to give their best each day for total customer satisfaction. The Diagnostic Imaging Service Manager position is a remote position and can be located in any state in the western U.S.

Essential Duties And Responsibilities

• Manages field engineers located within the assigned service area, typically 15-30 engineers.
• Responsible for maximizing field service productivity within the assigned service region.
• Primary escalation point, responsible for ensuring any/all customer complaints are resolved in a timely manner.
• Manages overtime, parts usage, travel expenses, and shipping expenses without negatively impacting customer satisfaction.
• Drives growth in non-contract billing activities, finding new clients and expanding business with existing customers
• Identifies and participates as a critical business owner in sales opportunities such as new contracts, contract renewals and system sales.
• Interfaces with area customers as a key leader in Probo Medical, ensuring resolution and follow up to any customer concerns. Drives customer satisfaction.
• Maintains and increases customer satisfaction scores for customers located within the specific area by providing high quality service delivery.
• Ensure all scheduled and unscheduled maintenance work within the area is completed to the satisfaction of customers in compliance with required Probo Medical procedures and timeframes.
• Responsible for the scheduling of FE resources, priorities, assignments, etc. to ensure appropriate responses to customer needs.
• Responsible for making sure all FSE’s are appropriately trained
• Ensures that area overtime budget commitments are being met for assigned area.
• Responsible for the timely completion of preventative maintenance, inspections, and preexisting condition surveys
• Responsible for monitoring & tracking engineer parts and calibrated tool inventory always to maintain compliance.
• Responsible for monitoring and controlling the field engineer’s area administrative responsibilities.
• Utilizes the escalation process to resolve customer service delivery issues.
• Reviews, approvals, and processes time cards and expense reports for assigned service personnel within the area
• Conducts mid-year and annual performance evaluations to support salary adjustments and promotional opportunities.
• Observes and promotes Probo’s standards and policies on safety, quality and productivity.
• Ensures adherence to Environmental Health Safety, OSHA, FDA, HIPAA and/or all other applicable regulatory requirements.
  
  

Primary job responsibilities are those which an employee must be able to perform with or without accommodation. The list of requirements, duties and responsibilities is not exhaustive but is the most accurate list for the current job. Probo Medical reserves the right to revise the job description as well as require that other duties be performed as needed.

Requirements

Required Education and Experience:

• Five or more years’ experience in servicing healthcare equipment.
• Previous managerial or supervisory experience.
• Experience interfacing with both internal team members and external customers as part of a solution-based service process.
• Experience troubleshooting and responding to customer concerns.
• Proficient level of computer skills including MS Word, PowerPoint, Excel, and Outlook.
• Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner.
• Ability to work in a fast-paced, self-directed, entrepreneurial environment.
• Resourceful, with the ability to work independently and self-direct.
• Attention to detail.
• Ability to multi-task activities with shifting priorities.
• Must be able to provide an acceptable motor vehicle record check and have a valid driver’s license.
  
  

Preferred Education And Experience

• Associate or Bachelor’s degree in any engineering/ technology program, or comparable program with 5 or more years’ experience in medical equipment or Bachelor’s degree in a business related area of study.
  
  

Travel Requirements

• The position will require the ability to travel, up to 50% of the time.
• The incumbent must reside in their assigned Region.
  
  

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Monitor the typical office/field safety and environmental conditions within the designated facility and report deficient conditions if needed in accordance with the PROBO Safety Manual.

The physical and mental requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Must be able to work in a seated position while using a computer for 8hrs/days.
• Use of both hands and fingers with dexterity.