Medical Device, Field Service Manager

Position:Medical Device, Field Service ManagerLocation: RemoteJob Id:20260115FSM# of Openings:1About PENTAX MedicalOurmission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.Position Opening: Field Service ManagerWhy JOIN Us?We are an established medical device leader that is preparing for high growth. This means that PENTAX is looking to invest in its team and provide a collaborative and encouraging work environment.PENTAX Medical is proud of its comprehensive benefits program and generous Paid Time Off and Holiday policy.Want More INFO?The Field Service Manager ensures that new and existing customers are enjoying superior experience with their PENTAX Medical devices. This person will lead a team focusing on customer from installation, training, faults & damages prevention onsite troubleshooting, process improvementResponsibilities of Field Service ManagerLead and manage all field-based Customer Experience Representatives (CXRs) activities in support of PENTAX Medical Company products. Manage senior specialists for complex & escalated customer concerns. The team provide onsite support for key customers and escalated issues.Develop and maintain seamless customer interfaces & experienceEnsure that team delivers adequate training to customers to perform devices to the best of their functionalities, for safe handling, appropriate cleaning/disinfection and storage.Implement a program for customer process intelligence that allows reporting for key customer issues and touchpoints with the Customer Experience RepresentativesDetermine with Marketing & Service, processes and checkpoints with customers to ensure technical demos, installations, reprocessing training, and annual inspections are consistent and adhere to PENTAX Medical users’ instructions.Detect & facilitate customer installed base renewal or extension opportunities.Oversee damage reduction program by adapting international processes & reports, train and ensure that CXR are carrying out the scheme: identifying root causes, design improvement plan and track execution and access outcomes.Provide leadership and direction to the team on high levels of customercare while delivering the best service value to our customersEstablish and maintain tracking mechanisms and processes to ensure measurement and management escalation occurs and is documented where neededCollaborate with Commercial service Contract team to renew customer maintenance contract in a swift manner.Monitor and drive the customer contract margin.Provision of monthly and quarterly reporting of service KPIs as needed for your area of responsibilityTravel to customer facilities with sales or team members as neededRequirements of Field Service ManagerBachelors’ degree or nursing degreeMinimum 7 years’ experience in sales or service-related areas3+ years managing remote team membersExperience with talking to doctors, technicians, and other senior hospital personnel, experience in managing contact with different staff level in customers organizations.Experience with supporting medical devices or industries with heavy physical service activities.Ability to analyze reports and create solutions from it.Excellent interpersonal and influencing skillsExcellent communication and follow up skillsStrong organization and analytical skillsSuperior problem-solving skillsExcellent computer skills, fluent in Microsoft Word, Excel and Power PointAbility for frequent travel.It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law. #J-18808-Ljbffr