Director of National Customer Service Operations

Job Description

Job Description

Ziehm Orthoscan Inc. is currently seeking a motivated, career-oriented professional with a positive can-do attitude to join our team as a full-time Director of National Customer Service Operations in Scottsdale AZ 

Why Work for Ziehm Imaging?

There's something special about Ziehm Orthoscan. There's a sense of pride that comes from building a product that helps improve people's lives and making the most of ourselves as a company and as individuals. We know the success of Ziehm Orthoscan depends on every employee in our organization, it is our people who make the difference.

What do we offer?

• The challenge of meaningful work - we offer constant opportunities to grow and develop world-class skills and a truly rewarding career;
• A unique culture where people convert their passion into action;
• The kind of competitive compensation you would expect from a world leader;
• Nine paid holidays plus a generous PTO and vacation time plan;
• Great benefit plans, major medical, dental and vision;
• Company 401(k) plan with an employer match.

What do we expect from you?

• You have a passion for serving others.
• Creative and fresh thinking in your work.
• A spirit of collaboration - you thrive when you work with a diverse range of people with different views, perspectives and priorities.
• The ability and experience to perform the job duties successfully.

JOB SUMMARY:

Supervises the Service Operations, including Customer Service, Regional Service Managers, Technical Team and Field Service Engineers. Administers the installation, troubleshooting and technical solutions of products/equipment to ensure and deliver the highest level of quality to the customer. Determines and recommends optimal and best FSE deployment based on considerations of response time, skills, abilities, travel expense and overtime considerations.

ESSENTIAL JOB FUNCTIONS:

• Manage and ensure the essential duties of the Regional Service Managers/Field service Engineers job functions are completed to obtain optimum performance and customer satisfaction
• Provides management with ongoing suggestions regarding customer satisfaction, product performance, and product improvements
• Maintains departmental efficiency financials relative to P&L (i.e., costs / revenues) and control of overtime expenses
• Establishes standards for ensuring all customer complaints are handled in an expedient and professional manner
• Ensures Key Performance Indicators are reviewed and visible with all reports turned in as scheduled Utilizing Service Max, Salesforce, Genesys, SAP
• Ensures all assigned tasks are completed
• Must be able to handle stress positively, effectively and in the way most appropriately for the benefit of the customer, department, and company. Able to positively respond to change and handle other tasks assigned
• Maintains compliance to work instructions, SOP’s and all Quality Policies
• Manages, leads, coaches, and develops team members on an ongoing basis using continuous improvement methodology and mindset
• Participate and support company and department audits
• Support and maintain safety compliance
• Drives service Contract capture and growth initiatives
• Organize and conduct site visits with field team members, sales and customers as required
• Support the America’s Academy as needed with Trainer Resources (Train the Trainer)

MINIMUM EDUCATIONAL REQUIREMENTS: 

• Bachelor’s degree (BA/BS) in electronics, electrical engineering, computer science, and/or other closely related technical degree preferred
• Science degree/years of experience can be evaluated

MINIMUM EXPERIENCE:

• Minimum 5 years’ experience as a Field Engineer for medical digital imaging systems and general fluoroscopy equipment is preferred.
• Minimum 5 years management experience with a manufacturing and/or service environment, preferred at a Regional and National Scope

COMPETENCIES:

• Electronics certification from a trade school preferred or other formalized training and completion of electronics theory and applications through the military.
• Advanced knowledge of digital and analog circuitry, medical digital imaging systems, general fluoroscopy, extensive computer knowledge, MS Office suite

WORKING CONDITIONS:

• Work closely with users in the office environment and speaks with outside vendors.
• Long hours and willingness to work overtime as dictated by departmental needs
• Minimum domestic travel may be required
• May require PPE and periodic exposure to low dose radiation.

We support a drug free work environment

Ziehm Orthoscan is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status and disability, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements.