The Field Service Site Lead acts as on-site contact for customer site(s) and as such is considered the point person for the customer, coordinating and communicating all operational activity covered under the contract, including repairs, preventative maintenance, installations and upgrades. This position also has primary responsibility for personally repairing and maintaining equipment as identified in the agreement between the Company and the customer. The Site Lead maintains an in-depth understanding of the contractual obligations to the customer, while anticipating future needs with direction from the Region Service Manager. Through regular customer meetings this position will be responsible to develop and deliver updates and reviews on current metrics and future opportunities or challenges.
Key Areas of Responsibility
- Customer Satisfaction
- Providing the Highest Level of customer satisfaction is the primary goal.
- Responsible for identification and resolution of customer issues, providing the customer with timely communication and involving appropriate resources to address the issue(s).
- The Site Lead must demonstrate ownership in difficult circumstances and show a sense of urgency to get things done according to expectations of Customer and Company.
- The site lead will coordinate the daily activities of multiple Account Service personnel and numerous subcontractors. Sets priorities and communicate service actions accordingly. Responsibilities may include working with multiple team members with multiple site responsibilities.
- Actively participates as a member of one or more Regional Work Teams.
- Assumes a leadership role in the work team environment. This role functions as the Company representative to the customer, which includes managing the contracts and controlling the cost of services. Recommends and implements cost reduction and/or revenue enhancement programs.
- Actively supports areas of empowerment and continuously improves the team processes
- Perform all administrative duties in a complete manner within prescribed company policies/guidelines.
- Learn and adhere to Federal and State regulatory performance standards, registration, Quality Systems Regulations, EPA, JCAHO and OSHA regulations.Follow established quality and safety requirements (electrical & radiation safety, safe lifting practices, etc.).
- Understand customer contract entitlements and adhere to specified requirements.
- Manage company assets effectively; including labor time, parts, tools, test equipment, Returned Materials Authorizations, customer purchase orders, company vehicle, laptop, cell phone, business expenditures, etc.
- Responsible for prompt and accurate submission of service activity reporting, accounts payable, billing transmittals, monthly service activity report and review, and other administrative requirements as may be required by the Region Service Manager. Maintain documentation for vehicle operation and submit mileage reports per company policy
- Able to perform as a primary service engineer for multiple modalities. May be assigned duties in multiple modalities. Recognized as an expert in and outside of assigned region.Pursues knowledge of technical advances and current industry trends.
- Assesses situations and makes an optimal and speedy decision despite limited information. Solves problems while exhibiting judgment and a realistic understanding of all the issues.
- Defines problems and presents possible solutions: Collects data, establishes facts, and draws valid conclusions.
- Has the ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables. Effectively transfers knowledge, verbally, written and through demonstration.
- Proactively provides information that will avoid an issue or minimize a situation.
- Applies his/her technical training and resources to effectively solve the most difficult problems. Coaches and leads FSE’s and other peers through problem-solving crisis. Ensures follow-up of on-going issues.
- Business Results
- Bachelor’s Degree in electronics such as BSEE or BSEET with 5-7 years’ experience in the electronics industry. Minimum 4 years’ experience in a field service environment.
- Demonstrated leadership skills.
- Broad mechanical diagnostic troubleshooting and repair skills. Proficient use of associated tools and test equipment.
- Understands the healthcare industry and current trends. Has knowledge of various departments and users within a healthcare facility.
- Ability to communicate effectively, share knowledge and lead a team to achieve assigned goals and objectives.
- Flexible and willing to embrace change as customer requirements or business goals are modified.
- Strong results orientation.
- Excellent interpersonal skills with ability to interact effectively in a team-based organization across multiplelocations and with management and individuals of various levels and backgrounds across all department and organizational levels.
Physical Demands and Work Environment
- May be required to be available 24 x 7, required to rotate in an on-call status.
- Travel to the customer site, zone office or identified locations for meetings, training and business needs outside the Zone, as required.
- Carries or pulls up to 40 lbs. of test equipment.
- Lift parts or carries parts weighing a few ounces to over 100 lbs. (assistance available when lifting items over 50 lbs).
- Frequently bends, stoops, twists, turns, and works in unusual positions using full body mobility.
- May work from ladders or scaffolding, on occasion.
- Potential exposure to hazardous physical, chemical, radiological and biological agents.
- May berequired to adhere tocertification/credentialingrequired by the Customer in connection withadmission into its facilities to perform job duties.
Customer requirements may include, but are not limited to drug testing and immunizations as dictated by the customer or facility policy.
Why should you join Philips?
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