Field Service Manager
Company: Dynex Technologies
Location: Chantilly
Posted on: January 26, 2023
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Job Description:
Description:
About Dynex: Founded 70 years ago, DYNEX - TECHNOLOGIES, Inc., is a
leading designer and manufacturer of fully automated ELISA
microplate workstations, laboratory instruments and associated
consumables and accessories, seamlessly integrating advanced
detection with fully automated sample handling. Our talented,
multidisciplinary staff includes design and service engineers,
applications scientists, marketing specialists and
precision-manufacturing experts. All dedicated to perpetual
innovation in product design and new application frontiers to
deliver cutting-edge microplate processing systems that meet the
rigorous demands of the most challenging applications and
ultimately improve health outcomes and enhance life.Job Summary: On
a global basis, perform a wide variety of management duties to
ensure market leading levels of field service support to OEM's,
distributors, and end-users. Develop strategies and tactics to
maximize service contract revenue to meet business plan and
objectives.
Requirements:
Essential Functions: Build and manage a highly responsive,
well-trained, cost-effective Field Service team to help us support
and differentiate our products in the US marketplace. Execute
strategies to promote service revenue growth and continuously meet
or exceed revenue goals. Build close relationships with sales
managers to support pre/post sales activities. Manage field service
and 3rd party preventative maintenance and support services
activity including, customer service contracts, field
trouble-shooting instrumentation, customer surveys, personnel
training, and pre- and post-sales/field services. Take ownership
of, and work closely with, QA, R&D and Manufacturing Operations
to ensure that quality issues identified in the field are
adequately addressed and resolved. Liaise at manager level with
Customers, Distributors and OEM's with regard to field service
complaints and on-going field service requirements. Hire, train and
develop Dynex's Field Service Engineers to operate at a high level
of technical competence and professionalism. Act as liaison between
technical support and field service to maintain effective and
productive communication/relationships. Oversee/monitor and ensure
timely follow-up to all customer field service-related calls to
ensure customer satisfaction. Ensure thorough documentation and
records of customer service problems, status, and resolutions.
Monitor trends in field-instrument quality and recommend corrective
actions and improvements in products and documentation. Develop and
enhance tools to facilitate efficient product installations,
troubleshooting and repair of Dynex automated systems and
stand-alone instruments. Provide regular periodic field service
summary reports of service and installations to Department Head.
Critically review Dynex service policies and protocols on an
ongoing basis and modify as required to increase effectiveness.
Drive metrics to measure individual service performance, service
contract and customer satisfaction. Ensure the field service team
strives for high levels of customer satisfaction. Take immediate
action to address employee performance issues and/or customer
complaints/problems. Conduct team meetings to provide updates on
performance and seek feedback for process improvements. Develop
rapport with other functional leaders and teams to utilize the best
resources and resolve complex customer issues. Perform supervisory
duties to ensure adherence to Dynex's business, quality and safety
policies. Supervisory Responsibilities: Manage Field Service, Field
Applications, and service contracts activity (10-15 direct
reports).Success Factors: Proven leadership skills required to
effectively contribute as a member of the Dynex management team.
Strong desire to support customers and resolve service issues. Must
be hands-on and willing to perform service support duties. Positive
attitude. Strong oral and written communication skills. Ability to
travel nationally and internationally and at times with short
notice. Travel requirement less than 70%.Minimum Qualifications /
Education: Degree in business management, or equivalent work
experience. Prior experience successfully managing a field service
team, profit/loss, and service contracts, in terms of strategy and
tactics with 3-5 years of experience. Computer Skills: Proficient
in CRM/service software, Word, Excel, Power Point and Outlook.Work
Environment: Field and Clinical Laboratory conditions, with
domestic and international travel required, less than 70%.Physical
Requirements: Must be able to meet National Institute for
Occupational Safety & Health (NIOSH) Standards.NPM18PI201588654
Keywords: Dynex Technologies, Chantilly , Field Service Manager, IT / Software / Systems , Chantilly, Virginia
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