Manager, Territory Service

Omnicell has a dynamic opportunity for a Manager, Territory Service who will directly select, develop, evaluate and manage our Technical Service Engineers (TSEs) in a specific geographic region.  The Manager will ensure the efficient delivery of high-quality field service and customer satisfaction to our customers within a geographic region.  

As Manager, you will direct the coordination and delivery of field service and support services to customers.  Support services activities include: break/fix repair, preventative maintenance, proactive service delivery, application of engineering updates, and other activities related to the customer’s service experience. 

Responsibilities:

Manage day-to-day support coverage (24 x 7 x 365). Service issue follow-up as necessary Receive and make calls to customers Coordinate with TAMs as necessary Manage TSEs in the geography to meet company guidelines for response time and service levels. Provide TSEs with access to the necessary training Provide development direction and opportunities for TSEs Manage TSE account assignments Manage logistical support for TSEs within the geography Manage 3rd Party resources within the geography to meet company guidelines for response time and service levels. Provide 3rd Party resource with access to the necessary training Manage 3rd Party account assignments Handle dispatch assignment questions from 3rd Parties Review and approval of 3rd Party invoices Communicate with the Sr. Manager, Territory Service and escalate as necessary any customer or personnel issues. Interact with the Technical Assistance Center (TAC), Reverse Logistics (RL), and other Service functions to address specific customer issues. Conduct regular TSE ride-along and customer site visits within the geography. Interact with Sales Reps and Implementation Resources. Participate in account review calls as needed Coordinate on customer issues which involve Service, Sales and/or Operations Monitor CRM and Reporting System for accurate reporting of customer service data within territory. Analyze territory metrics and adjust service activities as needed. Report monthly and quarterly metrics to the Sr. Regional Territory Service Manager.  Assign and evaluate MBO goals and achievements for TSEs. Conduct annual performance reviews for TSEs. Participate in cross-functional company initiatives. Approve and monitor TSE expenses per company guidelines.

 

Note:  The selected individual must have a valid driver’s license with an acceptable driving record, be able to meet company’s insurance coverage requirements and have their own vehicle in acceptable working condition.

 

Required Knowledge and Skills:

Effective communication skills (verbal/written) Knowledge of CRM, ERP, Reporting Tools, Cloud-based systems, and MS Office

Basic Qualifications:

Associate Degree with 4 plus years of demonstrated field service experience troubleshooting and repairing electro-mechanical systems 2 years of management experience

Preferred Knowledge and Skills:

Bachelor's Degree Healthcare background SAP, C4C, Tableau Reporting

Work Conditions:

50% Travel required Home-based office Management of a remote team Security clearance may be required On Call 24/7