Area Service Manager

Job Description

The Area Service Manager will apply knowledge of mechanics, electronics, optics, computers, and products to the installation, preventive maintenance and repair of biotech instrumentation/systems and accessories. Responsible for cultivating superior customer relations to ensure contract stability and continued success. The Area Service Manager will manage and mentor a team of Field Service Engineers and most senior regional Equipment Services Customer Service representatives.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Routinely check on customer base for client satisfaction, unresolved issues, providing prompt and courteous service and support at all times.
• Effectively communicate with customers, team members and management regularly; provide customer, competitive and sales lead information to the appropriate account manager.
• Provide real-time and follow-up customer support, accurate resolutions; evaluate the customer issue, diagnose the problem, create a repair strategy then perform and verify the repair, include customer training, introducing the customer to basic features and functions of the instrument and software.
• Respond to service issues within one hour and provide on-site response within 72 hours.
• Manage, prioritize and schedule all work to be performed to satisfy internal and external customer demands.
• Perform system installations using technical abilities and independent judgment during evaluations, troubleshooting, repairs, testing, refurbishing, routine maintenance and validation.
• Log and complete reports detailing service calls, indicating call types (down vs routine), and on-site visits including services completed, recommended parts for next service visit, and modifications to improve or update current design.
• Identify in-good-condition versus failing parts that require service.
• Comply with all applicable regulatory guidelines in regards to compliance and process and procedure protocols are followed according to company standards.
• Maintain performance standards by meeting Key Performance Indicators (KPI’s) as directed by the management team.
• Complete and maintain training and certification for serviced systems.
• Responsible for the management, mentoring and evaluation of a regional team of field service engineers of varying professional levels.
• Adhere to Quality Management Procedures (QMI) and Work Instructions (WI) as set by the Quality Management System (QMS).

QUALIFICATIONS:

• EXPERIENCE: 10 plus years’ experience in related field.
• EDUCATION: Associate Degree in electronics or engineering or military equivalent training or equivalent job experience.
• REQUIREMENTS: Valid Driver’s license. Proficient with Cloud IOS, Microsoft Word, Excel, and CRM. Expert level experience with standard and metric tools.