Account Manager

Why Renovo?

Renovo Solutions is a nationwide healthcare technology management company that is private equity backed by Water Street Healthcare Partners. We offer a range of opportunities for technicians to grow within the company. With a presence in 40+ states, we provide comprehensive solutions for managing & maintaining healthcare technologies. We prioritize investing in our employees' development, offering various phases and advancement paths. Through ongoing training, mentorship programs, and a supportive work environment, we foster professional growth and promote from within. Join our team to make a difference in healthcare while advancing your career with Renovo.

Summary:

The Account Manager is assigned full-time onsite to a specific resident staff account (facility). This role is responsible for all aspects of on-site account management and supervision of all service personnel assigned to him/her. Must maintain an exceptional relationship with the account sponsors, facility staff, equipment end users, vendors, and service personnel. Demonstrate excellent customer service, administrative, and organizational skills.

Responsibilities:

• Exhibit excellent leadership ability and personnel skills. Establish work priorities and schedules, training requirements, etc., in a manner sensitive to both the customer and coworkers.

• Responsible for the day-to-day management of the Life Science / Research equipment management program and the resident staff (usually multiple FTE's if applicable) directly under him/her, including conducting performance reviews and any disciplinary actions required.

• Must take responsibility for service reports while also entering the information into our CMMS RENOVO Live system in a timely manner. Other duties include filing, tracking of scheduled maintenance (SM) and repair services (CM), monthly status reports, and notification to departments of overdue and incomplete SM's.

• Coordinate and monitor outside vendor services provided to account. Escalates challenges as applicable and works with all parties to resolve escalation while keeping the end user and sponsor updated at all times. Will also be involved and responsible for the negotiation of service contracts when necessary.

• Responsible for processing inventory additions and deletions to the RENOVO Services agreement, while maintaining an accurate inventory in RENOVO Live and customer CMMS if applicable. Will routinely inventory cycle counts to validate inventory accuracy. Communicates with appropriate support staff proactively to assure customer satisfaction with the RENOVO program. Reviews Inventory & budgetary reports for accuracy and completeness routinely. Meets with sponsor weekly to review agreed upon metrics and data related to program performance, while also discussing escalations and other important topics.

• Must work independently to schedule all SMs (scheduled maintenance) proactively while balancing repair calls (corrective maintenance) as required. Will always pursue a SM monthly completion rate of 100%. Must respond to all urgent requests for service verbally within 15 minutes.

• Must prioritize balance of repairs and scheduled services accordingly. Will monitor all repairs till completion, then follow up with equipment end user to make sure they are satisfied with the repair.

• Order and track all necessary parts and purchased services for repairs using the approved purchasing method for the account. Determine which repairs are performed on-site. Will obtain sponsor approval on certain part acquisitions (will be specified), and responsible for maintaining an accurate inventory and usage report.

• Must exhibit extraordinary customer relations skills. A close daily relationship with the customer sponsor and account staff requires a high level of customer satisfaction and perception of value per dollar cost. Company image is perceived primarily through contact with the customer and onsite personnel.

• Must work closely with his or her Managers to keep them informed of account status. This must include SM status, repair status, level and type of projects underway and customer concerns, challenges and escalations.

• Assist in user education and new equipment evaluation. Evaluate predictable life span of aging equipment.

• Track safety and quality-related issues as required by the facility including hazard notification, equipment failure related to end user safety, manufacturer recalls and mandatory equipment notifications and upgrades. Attends Safety / OSHA Committee meetings as required by the facility.

• Ensure the maintenance of test equipment to high standards. Track test equipment, parts inventory and other on-site assets as assigned. Maintain accurate quantity and locations for all company assets under his/her control.

• Perform other duties as assigned, including escorting vendors, and assisting with on-site repair calls as needed. Must be available for after-hours service calls and participate in the on-call rotation if asked to do so.

Skills, Knowledge and Abilities:

• B.S Degree in Engineering, Biomed, Clinical Engineering, Life Science, Chemistry or equivalent required

• Minimum of 3 years of experience in the Life Science / Research industry preferred

• Minimum of 5+ years of supervisory experience preferred

• Exceptional organizational and administrative skills required

• Excellent written and verbal communication skills required

• Proficient in Microsoft Office products, with emphasis in Excel.

Required Competencies

• Accountability – takes ownership of assigned work and responsibilities, follows through and completes all task with required communication

• Communication – clearly expresses thoughts and ideas both in written and verbal communications, provides timely information; makes sure that the needs of the customer are met

• Financial Acumen – Considers financial impact of all decisions as they pertain to both RENOVO and the customer

• Integrity – Can admit mistakes, is direct and truthful

• Customer Service – demonstrates a "customer-first" mentality, focused on meeting the needs of customers and captures feedback to make improvements

• Priority Setting – Prioritizes assigned schedules and workload

• Knowledge - understanding of life science and laboratory equipment and how they are used within the site

• Team Building – Mentors newer technicians, facilitates clear communication amongst the team, demonstrates care and respect for co-workers and colleagues, drives employee success through the RENOVO Performance Management program

• Supervision – Manages the staff and day-to-day workload of the department

• Regulatory – Has an understanding of a compliance and /or FDA regulated environment

• Giving Feedback – Provides constructive feedback towards department goals and activities, helps to

foster growth within the team

Required Work Hours

Forty hours per week during daytime and evening hours. Scheduled work hours may change. Overtime may be required or permitted with prior approval.

Reporting and Supervisory Responsibilities

1. The Account Manager reports to – Director of Operations – Life Sciences

2. This position has supervisory responsibilities of other site personnel

Travel

Travel will not be required for this position, unless otherwise specified. Rarely, if any travel, including airline travel and overnight stays, may be requested.

Classification

FLSA: Exempt

**Note: This position description does not list every activity, duty, and responsibility of the position and may be altered by RENOVO at any time.