Field Service Work Group Lead

divh2Service Work Group Lead/h2pThe Service Work Group Lead guides the work group and squad to operate as a micro business in field service best practices reinforce performance standards and drive results that meet customer needs and business goals. This is achieved by leading a workgroup and collaborating with the multi-discipline squad to achieve and exceed strategic goals with regard to: customer outcomes, financial targets, business growth, operational efficiency, quality, procedural compliance, resource management and technical service./ppThis position coaches and mentors his/her field service work group with a focus on delivering exceptional service aligned with Clients Solution Provider initiatives and Key Performance Indicators (KPIs)./ppThe span of coverage will be within the Chicago, IL Metro area. Difficulties include, up to 75% overnight travel, 25000 to 50000 driving miles per year, working with contaminated products, exposure to x-rays and magnetic fields, sick patients and the need to lift heavy equipment over50lbs. Typical work week approaches 50 hrs and on call duty as required./ppThe span of coverage will include: Evanston, Naperville, Antioch, Elmhurst, Dixon, Forreston and Belividere, IL. among other cities and towns./ppThe candidate is preferred to reside in the Evanston, IL metro area as that is the center of the territory. The Candidate must be domiciled within the territory./ppResponsibilities:/pulliManage assigned work group as a micro business, demonstrating strong business acumen by understanding the financial impact of decisions at both the individual and team levels/liliLead assigned workgroup in achieving business goals including revenue and cost management through effective performance tracking, reporting and up-skilling team members as required/liliLeverage a consultative mindset Lead and mentor a field service workgroup to ensure customer expectations are met/liliThe role oversees work group activities while also providing direct on-site emergency service, preventive maintenance, and installation support to medical facilities and outpatient imaging centers. Leverages field audits to ensure work group meets or exceeds KPIs related to safety, quality, delivery, and cost drive best practices for operational and administrative efficiency/liliPromote quality standards, while actively driving process improvements to increase reliability, decrease overhead, and provide rapid escalation resolution/liliAssess staffing and capacity needs, recommend solutions, and participate in talent acquisition and onboarding processes/liliAdminister customer satisfaction processes for one work group (Satmetrix) and ensure the team addresses satisfaction issues in the field/liliProactively monitor data trends for deviation from requirements and apply strong analytical and problem-solving skills to prevent or resolve customer, business, and technical challenges/liliDrive overall business performance by: promoting Clients products and services, working closely with customers and account team members to identify customer solutions, support customer quotes, and coordinate with the Service Admin/MSRC team for invoicing and credit collections/liliEnsure the workgroup influences the service aspects of strategic account plans, participates in customer business reviews and safeguards proprietary information/liliProvide on-the-job training, coaching and mentoring to field service representatives and new hires./li/ulpRequired Qualifications:/pulliHigh school diploma or GED with training (including certifications) in electronics, mechanical engineering, biomedical equipment technology, IT networking, computer science or relevant discipline with 3 years of applicable experience/lili3 to 5 years proven experience with field service business acumen in: service delivery, promoting service programs, teamwork, coaching, communication, problem solving, time management, and customer relation management/lili3 to 5 years proven experience achieving field service operations KPIs with regard to: safety, quality, delivery and cost including driving best-practices in the efficient and effective delivery of field service operational and administrative requirements/liliAbility to read and interpret technical manuals and schematics with strong technical and mechanical trade skills in areas such as: software applications, use of digital multimeters, electrical installation and troubleshooting/liliDemonstrated success in promoting field service programs, with past record of achieving sales/service objectives/liliProficiency with using platforms such as, ServiceMax, Salesforce, CRM systems (Tableau/Datapulse) and Microsoft Office product suite/liliDemonstrated ability to work in a fast-paced, self-directed environment with minimal supervision/liliProven verbal and written competencies/liliAbility to optimize efficiency and effectiveness with individual and team workload and tasks/liliMust hold a valid drivers license in good standing in state of residency with the ability to travel within assigned territory/service group with occasional national travel as needed special assignments./li/ulpPreferred Qualifications:/pulliAssociates degree in electronics, mechanical engineering, biomedical equipment technology, IT networking, computer science or relevant discipline preferred or equivalent military training in areas such as electronics, aviation, IT, computer science or relevant training with 2 years of applicable experience/liliKnowledge of Medical Device Radiology business/liliStrong understanding of Client Radiology product suite and Clients sales process/lili3 to 5 years proven experience as a Client Sr. Field Engineer/liliField Service leadership experience./li/ulpWe offer attractive, competitive compensation and benefits including, medical, dental, 401k, short-term disability, ADD, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, lets talk. Please visit to learn more./ppZobility is RGBSIs workforce management and staffing division. RGBSI is a multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India./p/div