Guardian Field Service Manager

Responsible for providing daily oversight for a team of field-based Guardian Service Specialists (GSS) who perform installation, maintenance, and repair of Richard Wolf equipment in customer accounts nationwide.

REQUIREMENTS AND RESPONSIBILITIES:

• Ensures that the Guardian Service Specialists (GSS) perform their duties safely, effectively, and on time.
• Travels with direct reports (13-15 nationwide) that provide on-site surgical instrument repair, exchange, maintenance, trouble-shooting, in-service & education.
• Creates and maintains forecasting service revenue in GSS territories and resources.
• Responsible for service quota achievement by all direct reports.
• Provides input to strategic decisions that affect the functional area of responsibility.
• Communicates with customers to understand their needs, expectations, issues, and resolves any complaints or disputes.
• Resolves escalated customer issues arising from damaged equipment, warranty, personnel issues, or contractual compliance.
• Acts as a liaison between internal RWMIC departments and customers on repair related issues.
• Develops methods, guidelines, and policies to facilitate efficient service delivery.
• Assists in creation, presentation, enrollment and renewal of Guardian Service & Repair Agreements.
• Completes annual physical inventory for consigned inventory of GSS team.
• Manages administrative tasks, such as budgeting, reporting, and inventory management, related to the field service operations.
• Provides monthly reporting to National Service & Repair Manager with results, wins, losses, opportunities and threats for each GSS territory.
• Represents all Guardian programs including Platinum, Gold, Silver in addition to Full-Service Agreements, marketing, programs and promotions.
• Responsible for personnel duties include hiring, performance management, training and career development.

ADDITIONAL RESPONSIBILITIES:

• Field travel 75% of the time, estimated at 3 weeks/month. Overnight travel required.
• Maintains all customer required vendor credentials (example: Vendormate, Reptrax).
• Possess and maintain firm understanding of new and existing RWMIC instrumentation, optics and devices.
• Aware of and complies with the RWMIC Quality Manual and regulations & requirements as they apply to this job type/position.
• Completes all planned Quality & Compliance training within the defined deadlines.
• Other duties as assigned by the National Services & Repair Manager.

QUALIFICATIONS:

• High school diploma or equivalent. Bachelor's degree in business or biomedical engineering highly preferred.
• Strong preference for candidates with CRCST (Certified Registered Central Service Technician), CST (Certified Surgical Technician), or CCSVP (Certified Central Sterile Vendor Program) certifications.
• Minimum of 5 years of management experience in a field customer service role with employees who are geographically dispersed.
• 1-3 years' experience in working with endoscopic surgical equipment, and knowledge of minimally invasive surgery.
• Strong verbal and written communication skills.
• Strong conflict management skills.
• Proven leadership skills and a desire to lead, coach and mentor.
• Excellent organizational, delegation and follow-up skills with an emphasis on customer service.
• High attention to detail and accuracy.
• Excellent PC skills, intermediate or expert level on all MS Office Suite of products. Specifically, spreadsheet creation, manipulation, use of macro's in Excel. Written communications, reports and correspondence in MS Word.
• Must demonstrate aptitude to navigate and utilize web based programs and phone apps. Examples include Concur, ADP, C4C.
• Must maintain credentialing requirements for hospital access as required by multiple hospital credentialing services: SECURE, Symplr, GHX, Green Security, Parallon, etc.
• Valid Driver's License is required.
• Experience with and understanding of cross-cultural differences and the ability to work within this environment is crucial for successful employment.
• The following physical demands are required:
  • Lift/Carry 25+ pounds
  • Bend/Stoop/Kneel 4 hours per day
  • Stand/Sit/Walk 8 hours per day
  • Push/pull 50+ pounds
• The following work environment conditions may exist:
  • Infectious Disease Exposure
  • Laser Exposure
  • X-Ray Exposure
  • Chemicals Exposure
• RWMIC offers annual Immunizations for Hep B and Flu Shots to all RWMIC employees. RWMIC employees have the responsibility to themselves and the company to consider receiving these immunizations.
• All RWMIC Employees have the responsibility to themselves and the company to work safely.

EEO Statement

We offer competitive wages and a comprehensive benefits package, which includes:

• 401 (k) Retirement Savings Plan and Trust w/Matching Program
• Medical Insurance, Dental and Vision Insurance
• Company Paid Life & Disability Insurance
• Paid Time Off
• Paid Parental Leave
• Telecommuting
• Flexible Schedules
• Tuition Reimbursement
• Wellness Program
• Flexible Spending Accounts
• Unpaid Time Off

At Richard Wolf, we believe in creating a workplace where everyone has the opportunity to thrive. We are committed to providing equal employment opportunities to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, status as a protected veteran, or any other legally protected status. We celebrate diversity and welcome all qualified candidates to apply for open positions.