Regional Service Manager

Responsibilities

• Be the interface for all communication both to and from the field.
• Transaction management, support of sales and service sales.
• Site visits, feedback action planning and follow-up.
• Manage and direct the Field Service Engineers within the assigned geographical region.
• Mentor Field Service Engineers including: Ongoing performance feedback, Annual evaluations and compensation planning, Career Development, Provide support and guidance for all field personnel.
• Communicate the company’s policies and needs to the regional group.
• Establish the technical service objectives and plans to achieve.
• Prepare capital and operating expense budgets.
• Ensure the timely issuance of technical service reports, timesheets, expense reports and the proper dissemination of information.
• Manage installations, calibrations, and preventative maintenance activities to ensure compliance and customer satisfaction.
• Ensure all quality and compliant metrics are within operational targets.
• Follow all Elekta safety and regulatory policies. Ensure all managed staff trained and following safety and regulatory policies.
• Prepare repair estimates and statements.

People Management

• Inspire, motivate, and develop team providing appropriate direction, support, and involvement.
• Develop a high-performance culture that demonstrates teamwork and success.
• Promote and display leadership skills that promote a culture of engagement throughout the team.
• Actively collaborate with other functions across the globe and build partnerships within the Zone Communities, Regional Teams, Global Teams, and the Business lines.
• Direct the most complex conflict resolution for internal and external conflicts.
• Continually inform staff about the economic development of the business and customer feedback.
• Identify strategies to improve employee engagement and safety.
• Lead the regional team by demonstrating integrity and professionalism.

Customer Relations

• Ensure high quality customer service, contract obligations are met, internal requirements are met (information tracking, reporting).
• Execute initiatives to ensure appropriate communication with customers.
• Ongoing onsite and face to face meetings with customers to ensure positive resolution of service issues and focused customer touch.
• Interface across the Elekta organization to prevent customer issues and address customer concerns including but not limited to onsite customer meetings and business reviews.
• To support addressing customer expectations, drive team to reduce resolution time.
• Own the customer experience by supporting team to enhance service delivery.
• Develop strategies to improve customer service.

Shareholders

• Ensure Operations are able to meet quality certification standards, manage the installed base, and manage customer expectations, through routine works and escalations; direct the preparation and maintenance of quality and safety certifications.
• Absolutely ensure the highest technical, operational and financial performance, installation projects, equipment services and maintenance, upgrades and updates of medical equipment according technical specification.
• Absolutely assess resource development and training needs and execute required manpower planning and calculation related to installed base development and budget frame in coordination with respective RSMs.