Head of Customer Experience / Services (Remote)

REGIONAL SERVICE MANAGER - EAST

The Regional Service Manager will manage the field service and contract technical roles in the assigned region(s). This position will ensure that the key performance indicators (KPIs), service level agreements (SLAs), and net promoter scores (NPS) meet or exceed the goals set by the Director of Service. The Regional Service Manager will be responsible for planning and directing new service contract installations and other support activities in the field. Also, the Regional Service Manager will prepare and present customer service options when requested by customers.

Managing field-based technical services employees.
Provide coaching to employees to develop performance based on established competencies and metrics to support the growth of employees.
Manage department by monitoring costs, expenses, overhead, and manpower to maintain desired margins.
Provide regular feedback to employees by monitoring performance. Conduct thorough performance reviews on direct reports as required by LINET.
Periodically conduct site visits and one-on-one time with technicians in the field on a quarterly basis for quality assurance, training purposes, and to ensure technician engagement.
Create or enhance standard work across LINETs current service programs to ensure we:
Assure all contracts are completed on time with the highest quality
Collaborate with the back-office and distribution team to adjust inventory levels at accounts to maximize the uptime of the installed base of products we manage
Schedule technicians in the field and on contracts in the assigned region in an efficient manner to control and reduce unnecessary travel and overtime costs
Monitor and control the budget for contract services and ensure proper staffing for installations and service call volume
Project planning and implementation. New contract process start-up.
required resources, work plan, budget, gap analysis, and timing for new program deployments and ongoing programs)
Create, streamline, or improve standard work processes across LINET’s service programs
Manage program and project teams for optimal customer experiences and return on investment. Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
Work with other program sponsors and senior leadership to identify risks and opportunities across multiple projects within the department
Analyze, evaluate, and overcome program risks and produce program scorecards for managers and stakeholders

Supporting Service Solutions Sales
Respond to customers with formal proposals with service solution options when requested.
Work with leads from account executives and regional sales directors to present service offerings that meet the demands of customer(s)
Attend routine business reviews led by account executives and ensure satisfaction with the service goals of the existing contracted customers and look for opportunities to grow the contract if needed
Regular review of existing customers, including, but not limited to, warranty and service contracts, and react to opportunities to build a service model that exceeds their goal
Maintain ongoing relationships with customers to ensure maintenance of the current contract base

This position will supervise remote Field Service Technicians.

Demonstrated emotional intelligence in people and complex situations
Ability to organize and manage multiple priorities and deadlines
Bachelor's degree preferred or commensurate experience

• 10+ years of related experience and training
• Project management experience preferred, PMP certification highly sought
• Moderate to high common computer application skills, like Excel, PowerPoint, Salesforce.com, Power BI, etc.

LANGUAGE SKILLS

Ability to respond to common inquiries or complaints from customers, federal and other regulatory agencies, and sales and service personnel. Must communicate effectively with all levels of customers and employees, both in writing and orally.

Ability to apply mathematical concepts and operations.

Ability to define problems, collect data, establish facts, draw valid conclusions, and offer appropriate solutions.

Employees must regularly lift and push hospital beds, parts, boxes, and components. The work environment is remote, and the Regional Service Manager is responsible for the assigned region of service.

TRAVEL

This position requires travel of up to 80% within the region.