Regional Service Manager, West, TransLogic

About the role

This position is responsible for staffing and completing System Service Agreements (SSAs), coordinating system start-ups, providing emergency and warranty service support, promoting modernization opportunities, assisting sales, managing account relationships, tracking escalations, acting as customer advocate, developing stakeholder relationships, serving as escalation point, monitoring customer satisfaction health, and assisting with service agreement renewals. The role also leads and develops 5–9 direct reports and over 40 indirect technical personnel, ensures accurate time/expense/material reporting, reviews cost variances, assists project management, monitors equipment and service trends, participates in the Quality Management Program, and provides training for Field Service Supervisors and Engineers.

Responsibilities

Make an impact

• Staffing and Completing SSAs for all customers within the geographic region.
• Coordinating scheduling and overseeing the completion of System Start-Ups for projects within the geographic region.
• Providing manpower to respond to Customer calls for Emergency Service, Warranty, SSA’s and support for other Swisslog Healthcare products.
• Promoting Modernization and Upgrade opportunities to our existing customer base.
• Assisting the Sales Organization in the sale of new or upgrades to existing systems.
• Responsible for overall account management and customer satisfaction.
• Track and manage all issue escalations, action items, and customer concerns.
• Act as the internal customer advocate to ensure the business is doing everything possible to deliver best in class customer service and that the customer is getting the most from their investments in Swisslog solutions.
• Develop relationships with key customer stakeholders to ensure long term success — help create a Swisslog Healthcare customer for life.
• Be the customers’ escalation point for any issues not resolved through normal operations and own the escalation through to resolution.
• Monitor the customer satisfaction health of the customer with routine visits, review of support cases and survey results. Know the pulse of the customer.
• Assist the sales team with service agreement renewals.

Leadership and Organizational Development

• Develop a culture of empowerment, customer engagement, and accountability.
• Lead and develop 5 to 9 direct reports and over 40 indirect technical personnel.
• Ensure that Field Service Engineers are accurately reporting time, expense and materials utilized on each job.
• Review and document variants to planned costs and expenses.
• Assist the Project Management team with the coordination of projects or support activities as required.
• Monitor trends in equipment and service behaviors while actively participating in the Quality Management Program.
• Provide appropriate training and development for Field Service Supervisors and Engineers.
• Performs other duties, as assigned.

Pay

Target salary range: $96,000 – $110,000 per year, plus bonus. Salary is commensurate with experience and skillset.

Benefits

• Medical, dental, and vision insurance
• Tuition reimbursement
• Disability coverage
• 401(k) matching up to 8%