Regional Service Manager

Job Summary:

The Regional Service Manager is responsible for overseeing field service and technical engineering support for Copan Diagnostics Automation customers. The primary focus of this position is to provide field management and technical support to his or her team and to the various customers throughout the Americas region defined as United States, Canada and/or Latin America as needed. This position reports to Copan Diagnostics Inc. Technical Service Directors and VP of Service. This role requires a proven leader and dedicated problem solver who has a passion for delivering positive customer experience.

Management Responsibilities:

• Effectively lead and manage a team of Field based service engineers of varying levels
• Train, coach, and counsel team members to achieve performance objectives
• Manage open issues and organize intervention as needed
• Act as a resource on the installation of new equipment
• Manage weekend on call schedule of team of Field Service Engineers
• Review and approve vacation requests, expense reports and other administrative tasks
• Act as a lead technical resource to team of Field Service Engineers
• Disseminate essential information to team of Field Service Engineers
• Be the escalation point for customer service requests pertaining to Copan automation
• Lead team calls and participate in all customer related meetings/calls etc.
• Train new engineers joining team on relevant automation as needed
• Work closely with and support counterparts in Sales and Laboratory Applications
• Assist Service Directors and VP of Service in Departmental projects and activities

Duties/Responsibilities:

• Ability to perform tasks associated with the installation, maintenance, repair, troubleshooting and assembly of automated medical diagnostic equipment involving basic knowledge and abilities associated with electronics and mechanical processes. This includes possible travel to customer locations.
• Achieves performance measures associated with the maintenance of equipment, productivity, customer satisfaction, and other performance standards.
• Complete all necessary documentation of activities involving the servicing of equipment in accordance with manufacturer requirements.
• Serves as a resource for the proper operation and maintenance of equipment.
• Instructs customer personnel on safe equipment operation when necessary.
• Adheres to quality customer service while addressing customer concerns and requests.
• Assist in sales activities and training of relevant automation as requested
• Adheres to the highest level of customer service, while managing customer requests with diplomacy.

Required Skills/Abilities:

• Excellent communication and interpersonal skills, including conflict resolution and troubleshooting skills.
• Superior presentation and demonstration of products.
• Knowledge of workflow as they relate to the laboratory that are important to the system implementation.
• Flexibility and ability to initiate new assignments and successfully complete them.
• Attention to detail, constantly and persistently striving for excellence in technical and customer facing skills.
• Superior project management abilities, leading conference calls, teaching, motivational and organizational skills with a proven track record of accomplishments.
• Professionalism in customer, cross-team interactions with high concern for customer needs and expectations.
• Knowledge and experience of technical support.
• Computer literacy required.
• Ability to travel domestically and internationally.
• Ability to be on call during evenings/weekends as needed.

Education and Experience:

• B.S. Degree or equivalent work experience required, preferably with automation related to a laboratory or hospital setting
• Minimum 2 years’ relevant work experience in an engineering or field service environment
• Prior field experience in technical clinical training preferred.

Physical Demands:

• Must be able to sit for long periods on airplane or in an auto to reach job destinations.
• Must be able to have manual dexterity to operate equipment and tools required on the job.
• Must occasionally lift and/or move up to 50 lbs.
• Must be able to occasionally crouch, kneel, and/or duck into tight spaces of the equipment.
• The employee will be required to stand for long periods of time. Kneeling and crouching for extended periods are also necessary.

Key Skill Sets:

• Customer/Field Service experience in a Medical Diagnostics or healthcare related field
• Minimum 2+ Years Field Service Management experience, preferably in the medical diagnostics or healthcare related field
• Proven experience effectively managing a team remotely
• Functional knowledge of a service CRM platform such as Salesforce.com or ServiceMax
• Knowledge of our industry or Copan Automation is a plus

Working Conditions:

• While performing the duties of this job, the employee is regularly exposed to a lab environment.
• The employee is frequently exposed to moving mechanical parts.
• The employee is occasionally exposed to bodily fluids and biological contaminants. PPE is required.
• The noise level in the work environment is usually moderate.

Job Type: Full-time

Ability to Travel: As needed up to 25%

Experience Level: Senior-Level