JOB SUMMARY - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Responsible for developing and enhancing hardware service processes with a focus on internal and external customer relationships through prompt, efficient, and proactive action
Essential Duties and Responsibilities - It is the primary responsibility of the Hardware Service Program Manager to directly support Hardware Service leadership in the implementation of operational initiatives intended to meet the needs of internal and external customers. The focus of concentration is on project management, hardware management, and communication to the customer, service providers, and counterparts within the organization.
- Responsible for coordinating and following up on certain aspects of hardware repair service from the initial receipt of service inquiry through the repair process. This will include coordination with the AngioDynamics Service Centers, Customers, and Sales Representatives. Service database and required documentation to be maintained and updated at all times.
- Plan and assist in the implementation of solutions related to operational enhancements and initiatives. Provides guidance and direction to the Hardware Service Coordinators and Service Technicians as required.
- Ensure all hardware products (customer and company owned) are fully traceable from the time of shipment, maintaining correct warranty records as well as full details of product configuration in the service database.
- Review the effectiveness of the inside sales activities, work with sales and marketing teams to develop product offerings, initiate marketing strategies and improve revenue stream.
- Follow (and as necessary, enhance) all relevant SOPs and Service database procedures, utilizing the systems to their fullest potential and proactively suggesting and developing improvements to processes and ways to increase internal and external customer satisfaction. Write and submit Change Orders for amendments to documentation or new requirements.
- Assist in the development of various management information / failure analysis, sales program agreements from the Service database for monthly / quarterly and annual review, inclusive of reviews associated with service providers.
- Assist in product development of new versions of existing or new capital equipment activities.
- Assist in coordinating subcontractor/vendor communication and payments related to service.
- Full understanding of worldwide regulations and the importance of compliance as they relate to traceability and servicing of units.
- Possess the technical abilities to perform service as needed, with a focus on field-based scenarios and training initiatives.
- May perform other duties as assigned.
QUALIFICATIONS -The requirements listed below are representative of the knowledge, skill or ability required.
Education and Experience- Bachelor's Level of Degree in the Business, Business Management, Engineering, Operations or Marketing field of study preferred
- 5 - 8 years of demonstrated experience in hardware service required.
Skills/Knowledge- Strong customer-facing skills.
- Able to work in a productive and collaborative manner with colleagues and within multi-functional teams.
- Proven ability to lead, guide, and motivate a team.
- Excellent organization skills, flexibility and commitment to working in a quality environment.
- Ability to work to tight deadlines and manage multiple and changing priorities.
- Ability to write and communicate effectively.
- Proficient in the following computer software applications: Microsoft Office
- Exceptional interpersonal skills.
- Exceptional organizational skills.
- Exceptional communication skills (written and verbal).
- Ability to effectively communicate both internally and externally.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
- Ability to read and interpret documents such as safety rules, operating and maintenance. instructions, and procedure manuals. Ability to write routine reports and correspondence.
PHYSICAL/WORK REQUIREMENTSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job:
- Work safely and follow all OSHA regulations and company safety policies and procedures.
- For all on-the-job injuries or accidents, must notify manager/supervisor immediately.
- Exposure to (insert any extreme climate and/or work conditions) N/A
- Ability to frequentlylift and/or move up to 20 lbs
- Ability to occasionallylift and/or move up to 50 lbs
- This position requires some travel up to 10% of the time
Your ultimate salary may vary depending on your job-related skills, knowledge, and experience.
