DESCRIPTION

The Regional Service Manager must be customer focused and be able to manage the regional service business in the assigned geographical region. This position warrants the highest level of professional representation between the customer and the Company in all aspects of customer relations. It also requires support of projects, programs, and policies established by the Company.

This Position is located in the West Region. Must live or be willing to relocate to Arizona or California

RESPONSIBILITIES

• Be the interface for all communication both to and from the field.
• Transaction management, support of sales and service sales.
• Site visits, feedback action planning and follow-up.
• Manage and direct the Field Service Engineers within the assigned geographical region.
• Mentor Field Service Engineers including:Ongoing performance feedback.Annual evaluations and compensation planning.Career Development.
• Provide support and guidance for all field personnel.
• Communicate the company's policies and needs to the regional group.
• Establish the technical service objectives and plans to achieve.
• Preparation of capital and operating expense budgets.
• Ensure the timely issuance of technical service reports, timesheets, expense reports and the proper dissemination of information.
• Manage installations, calibrations, and preventative maintenance activities to ensure compliance and customer satisfaction.
• Ensure all quality and compliant metrics are within operational targets.
• Follow all Elekta safety and regulatory policies. Ensure all managed staff trained and following safety and regulatory policies.
• Prepare repair estimates and statements.

People Management

• Inspire, motivate, and develop team providing appropriate direction, support, and involvement.
• Develop a high-performance culture that demonstrates teamwork and success.
• Promote and display leadership skills that promote a culture of engagement throughout the team.
• Actively collaborate with other functions across the globe and build partnerships within the Zone Communities, Regional Teams, Global Teams, and the Business lines.
• Direct the most complex conflict resolution for internal and external conflicts.
• Continually inform staff about the economic development of the business and customer feedback.
• Identify strategies to improve employee engagement and safety.
• Lead the regional team by demonstrating integrity and professionalism.

Customer Relations

• Ensure high quality customer service, contract obligations are met, internal requirements are met (information tracking, reporting).
• Execute initiatives to ensure appropriate communication with customers.
• Ongoing onsite and face to face meetings with customers to ensure positive resolution of service issues and focused customer touch.
• Interface across the Elekta organization to prevent customer issues and address customer concerns including but not limited to onsite customer meetings and business reviews.
• To support addressing customer expectations, drive team to reduce resolution time.
• Own the customer experience by supporting team to enhance service delivery.
• Develop strategies to improve customer service.

Shareholders

• Ensure Operations are able to meet quality certification standards, manage the installed base, and manage customer expectations, through routine works and escalations; direct the preparation and maintenance of quality and safety certifications.
• Ensure the highest technical, operational and financial performance, installation projects, equipment services and maintenance, upgrades and updates of medical equipment according technical specification.
• Assess resource development and training needs and execute required manpower planning and calculation related to installed base development and budget frame in coordination with respective RSMs.

AUTHORITY

N/A
RELEVANT KNOWLEDGE, SKILLS AND COMPETENCIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below

Employees must be able to read, speak, write and comprehend the English language.
•
Bachelor Degree or equivalent experience.
Must have effective written and verbal communication skills. Exceptional customer service skills. • Ability to represent the organization in a professional and positive manner.
• Ability to organize and prepare reports.
• Must be willing to travel when required and work independently.
Uphold the Elekta's philosophy and all policies and procedures by maintaining appropriate controls to assure full compliance with applicable laws and regulations, thereby fulfilling legal responsibilities and enhancing the quality of our organization.
• Must maintain an active driver's license in the home state.
• Proven ability to organize, motivate, and direct people internally, and effectively represent the division in outside contacts.
Thorough knowledge of division products and services as well as customers' needs.
Commercial knowledge, ability to read, prepare and comprehend contracts.

ADDITIONAL LOCAL INFORMATION
Physical Requirements (Physical demands & work environment): The physical demands and work nvironment characteristics described here are representative of those that must be met by an employee to uccessfully perform the essential functions of this job. Reasonable accommodation may be made to enable ndividuals with disabilities to perform the essential functions.
Physical Demands: While performing the duties of this job, employee is occasionally required to stand, valk, sit, and use hands to handle objects and tools; reach with hands and arms, talk and hear. Employee must occasionally lift and/or move light to moderate weight. Specific vision abilities required by the job nclude close vision and the ability to adjust focus.
Work Environment: The noise level and temperature in the work environment is usually moderate.
Vendor Credentialing: Employee is required to comply with all customer vendor credentialing equirements and Elekta's COVID-19 (U.S.) Vaccination Policy.
ravel: Travel for customer and employee meetings is required. The role is home based but the role is xpected to travel to visit with customers and employees ~70% of the time.