The Field Service Supervisor role is responsive to oversee the daily activities of a team of Field Service Engineers while providing technical service, repair and installation of ASP solutions within their own assigned territory. They will split their time leveraging their expertise managing their own install base while managing and guiding direct reports.
Duties and ResponsibilitiesUnder remote supervision and general direction, this position adheres to all applicable laws, regulations, and ASP policies and guidelines. The roles and responsibilities include:
Supervisory Responsibilities:- Manage the work of a team of Field Service Engineers contributing to regional business, technical, and operational initiatives including cost, quality, delivery and safety objectives
- Set daily priorities to drive achievement against team objectives and in alignment with company policies and business plans
- Responsible for the performance, training, and development of direct reports
- Drive team to improve their FBS knowledge and application
- Oversee parts management, trunk stock coordination, and customer escalations
- Territory Responsibilities:
- Perform advanced troubleshooting, repair, and installation of equipment within assigned territory, including compliance and documentation requirements
- Create open lines of communication with the field and proactively develop targeted solutions to technical issues
- Collaborate with internal and external partners to deliver customer-focused solutions
- Work with leadership, customers, and scheduling personnel to schedule all aspects of technical/service work required
- Advise on improvement opportunities for equipment efficiency, quality, and/or reduced cost of service
- Manage customer expectations before and after interactions to ensure customer satisfaction
- Additional Responsibilities:
- Complete all assigned training and documentation requirements within assigned due dates
- Process RMA returns to support individual usage of supporting parts and equipment
- Support the regional service leader in conjunction with the organizational goals and CVD's and performing other duties as needed
- This position may require on-call responsibilities, after-hours or weekend work as needed.
- Perform other work-related duties as assigned by the manager of the role.
QualificationsEducation:- High School or Equivalent
Years of Related Experience:
- High School diploma with 5+ years' related work experience, or Associate's Degree with 3+ years related work experience.
- Minimum of 4 years of experience in customer support/customer relations/technical support.
- Minimum of 3 years of experience in a Field Service environment preferably in the electronics or medical device industry, or minimum 3 years of experience as a Biomedical Engineer in a hospital environment.
- Preferred minimum 2 years managing projects, costs and coordinating the work of others in a remote technical environment.
Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations:
- Demonstrated ability to develop others and to effectively influence staffing decisions such as talent selection and performance management.
- Ability to perform successfully in a matrix/team environment utilizing excellent verbal and written communication, time management and teamwork skills to coordinate resources and projects effectively.
- Leverage proficiency in continuous improvement methodologies to drive others to improve their FBS knowledge and application
- Broad technical expertise and extensive experience in addressing complex customer escalations to achieve top level customer satisfaction in all accounts.
- Experience using office based and customized computer programs/applications for territory management and administrative activities.
- Basic knowledge of office-based computer programs such as Word, Excel, Outlook, and Access, and their application in administrative activities.
- Knowledge of service systems.
- Practical understanding and application of cost management.
- Knowledge of inventory management practices in order to maintain and account for parts inventory.
- Basic understanding of business practices, processes and associated costs of managing primary territory.
- Knowledge of calibrated tools.
Preferred Qualifications- MCP certification or equivalent.
- Microsoft A+ certification or equivalent computer hardware certification.
Bonus or EquityThis position is also eligible for bonus as part of the total compensation package.
Pay RangeThe salary range for this position (in local currency) is 76,700.00 - 128,100.00
