Service Manager

Job Title

This role can be located in Little Rock, AR or New Orleans, LA or Kansas City, MO. The role will cover these primary service areas and candidate can be located in any one of these states. Relocation support is available for out of state candidates.

Provides key local customer interface and day-to-day work direction for assigned personnel at specific accounts to ensure customer satisfaction and Service Excellence per contract.

Key Responsibilities

• As directed, use knowledge of customer contract to ensure obligations are met.
• Prioritize service, assign personnel, and follow up on commitments.
• Hire and develop talent for a service team. Includes direct people management responsibility including staffing decisions and performance development.
• Share on-call or service call escalation.
• Function as Site Leader and is responsible for customer relationship at assigned sites.
• Ensure service quality via frequent customer contact and formal quality reviews.
• Responsible for prompt and accurate filing of expense, time, and service reports for team of direct reports.
• May track and analyze financial performance with MSD and/or ASL.
• May maintain approved parts inventory and manage vendor service delivery processes in compliance with GE policies.
• Maintain technical knowledge of current standards for safe, effective us of medical equipment through instruction.
• May provide instruction to hospital personnel on equipment operation, diagnostics, effective use, and repair.
• Meet Health and Human Services, Environmental Health and Safety, and other applicable regulatory requirements.
• Effectively communicate and partner with teammates and colleagues.

Required Qualifications

• Associate's or Bachelor's degree in a related field and 4+ years of experience servicing medical equipment;
• OR equivalent military education and 4+ years of experience servicing medical equipment;
• OR High School Diploma/GED and 6+ years of experience servicing medical equipment
• A minimum of four years' experience as a Biomedical Technician with two-years of progressive team leadership experience effectively supervising and coaching technical personnel, as well as effectively resolving customer relations issues.
• Qualified experience in a customer service environment with resulting knowledge of customer account coordination.
• Experience managing financial and administrative requirements of the position.
• Strong communication and presentation skills with the ability to communicate technical issues to the customer in an easy to understand manner.
• Ability to analyze metrics and reports (SEDs).
• Proficiency in completing electronic documentation using technological tools (e.g., iPad, iPhone) and familiar with technological programs (e.g., Microsoft Office).
• Willing to travel outside of the assigned region.
• Must have and maintain a valid driver's license.