Senior Manager, Field Service Engineering - Tru-D

DESCRIPTIONDriven by a commitment to research, quality, and service, PDI provides innovative products, educational resources, training, and support to prevent infection transmission and promote health and wellness. Encompassing three areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture, and distribute leading edge products for North America and the world. We have several locations across the US and are looking for new Associates to join our team! POSITION PURPOSEThe Senior Manager will oversee the Tru-D Support Specialist (“TSS”) team and Technical Support Managers, who are responsible for servicing and providing training for customers’ equipment in the field and in the Memphis-based warehouse. The Senior Manager, Technical Support acts as the liaison between the Tru-D Sales Team, TSS team, Operations, R&D and our customers. A core priority will be equipping the TSS team with adequate tools and training so that they are able to manage customer device uptime and maintenance as quickly and effectively as possible to maintain our quality and business objectives. This role is a member of the Tru-D leadership team which is responsible for working cross-functionally to set strategies, improve processes, and increase collaboration across the organization.ESSENTIAL FUNCTIONS AND BASIC DUTIES Set strategic objectives for technical support organization including both field based and Memphis-based support.Hire, onboard, and coach technical support team.Establish warehouse repair program with adequate processes, tools and resourcesModel exceptional service to customers and serve as point of escalationBalance and optimize team workload through use of efficient tools and territory planningKeep records and service dates up to date, driving accountability within the TSS teamDrive initiatives to maximize customer uptimeTravel with TSS team to provide training, coaching and assist with case coverageMaster Tru-D product functionality and assist with training and implementations as neededEnter and investigate customer complaints and relay any concerns to QualityProvide quotes and accurate records for invoicing of out-of-service customersWork closely with Contracts team to drive Service Agreement sales and expired parts salesManage service campaigns and dispatch functionality in Salesforce.comLead regular team meetings to ensure alignment, knowledge-sharing and team engagementDrive efficiencies by embracing new technologies to better manage and support our customersProvide feedback to R&D on product enhancements and service requirementsSupport the development of ISO 13485-compliant work instructions, SOPs and Forms for Technical Support processesManage team expenses to align with budget60-70% travel is expectedPERFORMANCE MEASUREMENTSOverall team case closure timeOverall team fixed right first-time measure% Annual Services visits Completed by TSS teamTeam utilization measuresQUALIFICATIONSEDUCATION/CERTIFICATIONBachelors degree or Technical Trade CertificateREQUIRED KNOWLEDGEMechanical aptitude and repair best practicesProficiency in Microsoft Office Suite, Apple and Android OSProficient in Salesforce.com, preferredKnowledge of hand toolsExperience servicing or manufacturing with healthcare capital equipment or medical devices preferredEXPERIENCE REQUIRED5+ years technical field service experience3+ years of management experienceSKILLS/ABILITIESAbility to manage a remote team using available tools and systemsReliable for efficiency, accuracy, and attention to detailAbility to learn quickly and multitaskMust have time management, organization, and communication skillsMust be able to motivate and engage remote teamWORKING CONDITIONSNo hazardous or significantly unpleasant conditions.SALARY RANGE:$105,000 - $115,000 annuallyBENEFITSPDI is pleased to offer comprehensive and affordable benefits for our associates, which includes:Medical, behavioral & prescription drug coverageHealth Savings Account (HSA)DentalVision401(k) savings plan with company match and profit sharingBasic and supplemental Life and AD&D insuranceFlexible Spending Accounts (FSAs)Short & long-term disabilityEmployee Assistance Program (EAP)Health Advocacy ProgramPDI also offers many voluntary benefits such as: Legal services, critical illness, hospital indemnity, accident coverage, ID theft and fraud protection, pet insurance and employee discounts.At PDI, we are also committed to helping our associates maintain a healthy and sustainable work/life balance and are proud to provide associates with paid time off programs including: sick & safe leave, vacation, company & floating holidays, paid parental leave, and depending on the position we also offer summer hours and flex place/flex time options.Job SummaryRequisition Number: SENIO006695Job Category: ManagersSchedule: Full-Time