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District Service Manager

2 months ago


Orlando, Florida, United States Hologic, Inc. Full time
About the Role

We are seeking a highly skilled and experienced Service Manager to lead our Florida Field Service Team at Hologic, Inc.

Key Responsibilities
  • Oversee all Service Operations, ensuring customer satisfaction and prompt resolution of equipment problems.
  • Audit field engineer activity, verify maintenance actions, and report to Hologic.
  • Coordinate service to customers, ensuring efficient use of resources and maximizing customer uptime.
  • Manage and track service parts, ensuring timely return and minimizing expense.
  • Review and analyze district performance measurements, implementing corrective action when needed.
  • Provide effective guidance to field engineers, set expectation levels, and inspire others to perform to their maximum potential.
  • Ensure all personnel are properly trained and meet regulatory training requirements.
  • Manage company assets, tools, and test equipment to minimize expense and maximize efficiency.
  • Manage the business for the assigned district, utilizing trending and tracking reports.
  • Analyze data and prepare reports on product service issues.
  • Provide on-site and remote support to customers and personnel as required.
  • Provide pre- and post-sales support, maintaining close working relationships with sales management and other sales personnel.
  • Ensure Hologic products are installed per specification, in a professional manner, consistent with customer requirements.
  • Manage revenue and control expenses within budgetary guidelines and company expectations.
  • Create and implement strategies to increase service revenue and profitability.
  • Ensure compliance to all regulatory requirements and that all aspects of DQSM are understood and adhered to by personnel.
  • Convey and support Hologic's Vision, Strategies, and Imperatives to the team.
  • Complete and conduct annual performance appraisals for all personnel.
  • Respond to customer inquiries in written form, in person, or via telephone as needed.
  • Ensure all personnel complete and submit required paperwork and reports accurately and on time.
Requirements
  • Must be people-oriented, with coaching, motivating, mentoring, and team-building skills.
  • Ability to work under minimal supervision in a fast-paced environment.
  • Capable of quickly resolving changing work schedules and priorities, handling multiple concurrent tasks.
  • Proven ability to supervise remote, field-based personnel.
  • Must be flexible, able to maintain composure, communicate professionally, and demonstrate excellent problem-solving skills.
  • Position requires frequent travel and ability to travel on short notice.
Education and Experience
  • Associates degree, or equivalent, in electronics or a related technical discipline. A degree in business administration or management is desirable.
  • A minimum of 8-12 years of experience in a service environment working with customers to resolve problems related to x-ray, digital imaging, or related medical diagnostic equipment.
  • At least 2-3 years of experience in a leadership or managerial role.
Specialized Knowledge
  • Must be proficient with Windows software (Word, Excel).
  • Strong customer relations and communications skills, both verbal and written. Ability to manage service business and personnel.