Manager - Service Experience

3 weeks ago

Chicago, United States PartsSource Full time

Description POSITION SUMMARY The Manager of Service Experience will be responsible for the overall satisfaction of critical customers served by the Service Center of Excellence. Reporting to the Director of Service Experience, this role will be a supportive partner to customers who leverage our best-in-class B2B dispatch and customer service delivery organization within numerous industries, including healthcare, government, and education. Responsibilities include but are not limited to supporting activities of the Service COE, SME input in development of technologies and processes for improvement, building strong business relationships with customers, internal team members, and vendors, resolving service escalations and developing meaningful solutions by assessing root cause, managing performance against key performance indicators, leading and supporting business intelligence and project managing key initiatives. ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Essential Duties and Responsibilities include the following. Other duties may be assigned. Own the Service relationship with assigned Customers, in alignment with Sales Account Management team. Support Service Customer experience throughout the Customer journey with PartsSource, which includes pre-sales support, new Customer onboarding and implementation, with focus on account retention, satisfaction and growth. Establish internal and external relationships as a trusted and strategic operational advisor to help ensure the continued value of our products and services Drive SLA and KPI compliance to meet and exceed contractual obligations and customer expectations for critical accounts. Collaborate with Service Operations and Sales to continuously improve a best-in-class B2B customer service delivery model that can scale while ensuring quality and reliability. Consult on the design of new and enhanced technology solutions to transform customer experience based on direct customer feedback. Work collaboratively with internal departments to execute successfully on performance indicators and key strategic initiatives for priority clients. Function as point of contact for service operations within critical accounts and manage service escalations and client communication. Co-facilitate client facing meetings with Sales team that focus on Service COE performance and strategic plans. Analyze metrics, service levels and customer feedback and recommend initiatives to service operations to improve performance for critical accounts; perform root cause analysis and corrective actions in a timely manner. Work cohesively with COE leadership, sales, GMs, Account Managers, and Operations Managers to execute service strategies. Advise/resolve escalated service events (including after-hours escalations). Perform root cause analysis and corrective actions in a timely manner. Develop strong, trusting relationships with customers, vendors and internal stakeholders with concise, accurate and timely communication and active problem solving. QUALIFICATIONS The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Home internet access is a must. EDUCATION/EXPERIENCE Bachelor’s Degree or equivalent industry experience. Seven (7) + years in Diagnostics Imaging/HTM and Laboratory operations, with experience in Service Operations required. Experience in B2B equipment service management (OEM or ISO) preferred. Knowledge of compliance requirements for Healthcare and Laboratory operations specifically on: The Joint Commission, DNV, College of American Pathologists (CAP), Clinical laboratory Improvement Amendments (CLIA), Association for the Advancement of Blood and Biotherapies (AABB). LANGUAGE ABILITY Ability to communicate professionally written, verbal, and interpersonal in an excellent manner. Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Ability to apply grammatical and analytical skills with attention to detail. REASONING ABILITY Ability to use scientific thinking to grasp the situation, define the problem, research root-cause through data analysis, establish facts, and draw valid conclusions and effective solutions. Ability to define and resolve problems, research and collect data, establish facts, and draw valid conclusions. Ability to de-escalate and remain calm during stressful interactions. COMPUTER SKILLS To perform this job successfully, an individual must be proficient in Microsoft Office Word, Excel and Outlook. CERTIFICATES AND LICENSES AAMI CHTM and CRESB Certification preferred. Requirements JOB REQUIREMENTS Must have excellent organizational and time management skills with the ability to prioritize and outstanding customer service skills. Must be adaptable to change, data-driven decision maker, and can function well individually or in a team environment. Possesses strong attention to detail; Passionate to learn and grow professionally; Entrepreneurial, the ability to work in a fast-changing and sometimes ambiguous environment. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters, while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must be able to: remain in a stationary position for 50% of the time; frequently communicate with internal and external customers and must be able to exchange accurate information with both; required to have close visual acuity to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading; and the ability to perceive the nature of sounds at normal speaking levels with or without correction. POSITION TYPE/EXPECTED HOURS This is a full-time position. TRAVEL 30% travel is expected for this position. DISCLAIMER Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description is subject to change at any time.

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