Regional Service Manager

3 days ago

Doral, Florida, United States Karl Storz Endoscopy-America Full time
Job Summary

Karl Storz Endoscopy-America is seeking a highly skilled Regional Service Manager to lead the Field Service Department's Protection 1 Services Group. The successful candidate will oversee a team of On-site Endoscopic Specialists based in the Central US territory, providing onsite service support to KSEA clients.

Key Responsibilities
  • Implement company policies and drive the team to meet assigned repair goals in a fiscally responsible manner.
  • Collaborate with cross-functional teams, including sales, repair administration, and logistics.
  • Manage operating expenses and lead personnel management, including hiring, training, and daily supervision.
  • Ensure KARL STORZ Service goals and benchmarks are achieved for all On-site Endoscopic Specialists within the defined territory.
  • Provide daily supervision of all field-based On-site Endoscopic Specialists, ensuring that all KARL STORZ policies and procedures are followed.
  • Interface with all On-site Endoscopic Specialists accounts on a regular basis, developing relationships with key hospital staff and surgeons to ensure Service needs meet the customers' expectations.
  • Develop contingency plans for team time off and provide support and coverage as needed for all accounts.
  • Provide support to the OES team during large preventive maintenance checks and Health Stream in-services.
  • Assist in managing audits and inventory control.
  • Manage On-site Endoscopic Specialist teamwork schedules to ensure adequate coverage and support for all accounts.
  • Encourage consistent quality improvement and learning for the On-site Endoscopic Specialist team.
  • Act as a partner to KARL STORZ Sales and On-site Endoscopic Specialist teams to manage instrument repair issues within accounts across territory.
  • Gather and track key, relevant hospital account data and summarize to supervisor.
  • Collaborate and strategize with sales executives to improve customer service experience within the OR setting.
  • Timely and effectively communicate customer pain points, as well as provide feasible proposals on improvement.
  • Observe, collect, and communicate key data on competitive accounts.
  • Monitor OES daily activity, ensuring OES is providing maximum value to the customer by educating and training staff in surgical instrumentation care and handling practices.
  • Conduct yearly performance reviews for On-site Endoscopic Specialists.
  • Identify, develop, and train staff on potential new service programs.
  • Partner with Human Resources to counsel/coach any performance issues as deemed necessary.
Requirements
  • Excellent written and spoken English language business communication skills.
  • Demonstrated success working in a collaborative, service-oriented team environment.
  • A minimum education level of a bachelor's degree or equivalent related experience.
  • A minimum of 3 years of experience in medical repair or sales; preferred background in surgical technology, central sterile processing, or nursing.
  • Knowledge of service-related call-points, i.e., Central Processing Dept, Operating Room, and Bio-Med.
  • Ability to manage OES field activities, including daily troubleshooting of operating room equipment, preventative maintenance checks, in-services, and reporting.
  • Recruiting/interviewing skills.
  • Possess training skills.
  • Budgeting and expense control skills.
  • Ability to provide input toward the on-going development and expansion of the On-site Endoscopic Specialist program.
  • Ability to critique and set direction for the On-site Endoscopic Specialist team.
  • Demonstrated technical proficiency in related software, including MS Office and SAP.
  • Ability to effectively prioritize tasks in a project management fashion.
  • Possess exceptional organizational skills and the ability to multi-task.
Essential Functions
  • Maintain productive working relationships and treat fellow employees with respect.
  • Has contact with: Both internal and external customers.
  • Must be able to be on their feet for extended periods of time, including going up and down stairs and navigating multiple departments within the hospital facility.
  • Must be able to work in the perioperative arena with exposure to sounds, sights, and smells and have the ability to remain calm during stressful situations.
  • Must have solid interpersonal and communication skills.
  • Successful completion of a background check and drug test for safety-sensitive positions.
  • This position requires daily driving to geographically dispersed accounts.
  • Candidates must have a valid driver's license in the state where the vehicle will be operated or in the state of residence.

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