Area Service Manager

**ANALYTICAL TECHNOLOGIES GROUP**

**JOB TITLE**:Area Service Manager

**DEPARTMENT**:Field Services (Biomedical Equipment)

**REPORTS TO**: COO

**PURPOSE OF THIS POSITION**:
**PRIMARY DUTIES AND RESPONSIBILITIES**:
1) Routinely check on customer base for client satisfaction, unresolved issues, providing prompt and courteous service and support at all times.

2) Effectively communicate with customers, team members and management regularly; provide customer, competitive and sales lead information to the appropriate account manager.

3) Provide real-time and follow-up customer support, accurate resolutions; evaluate the customer issue, diagnose the problem, create a repair strategy then perform and verify the repair, include customer training, introducing the customer to basic features and functions of the instrument and software.

4) Respond to service issues within one hour and provide on-site response within 72 hours.

5) Manage, prioritize and schedule all work to be performed to satisfy internal and external customer demands.

6) Perform system installations using technical abilities and independent judgment during evaluations, troubleshooting, repairs, testing, refurbishing, routine maintenance and validation.

7) Log and complete reports detailing service calls, indicating call types (down vs routine), and on-site visits including services completed, recommended parts for next service visit, and modifications to improve or update current design.

8) Identify in-good-condition versus failing parts that require service.

9) Comply with all applicable regulatory guidelines in regards to compliance and process and procedure protocols are followed according to company standards.

10) Maintain performance standards by meeting Key Performance Indicators (KPI’s) as directed by the management team.

11) Complete and maintain training and certification for serviced systems.

12) Responsible for the management, mentoring and evaluation of a regional team of

field service engineers of varying professional levels.

13) Adhere to Quality Management Procedures (QMI) and Work Instructions (WI) as

set by the Quality Management System (QMS).

14) Perform other duties as determined by management.

The physical demands and work environment characteristics 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.

**PHYSICAL DEMANDS**_**:_
- While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell
- The employee must occasionally lift and/or move up to 75 pounds
- Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

**WORKING CONDITIONS**:
Work is performed at hospitals, clinics, and physician offices. Employee must be able to work in confined areas. Drive to and from facilities in all weather situations. Travel may be extensive. Schedule may be unpredictable.

**OCCUPATIONAL EXPOSURE**:

- Work environment may involve exposure to potentially dangerous materials and situations that require following extensive safety precautions and may include the use of protective equipment.
- Work involves moderate exposure to unusual elements, such as extreme temperatures, dirt dust, fumes, unpleasant odors and loud noises.
- Performance of job duties has a reasonably anticipated risk of occupational exposure to blood-borne pathogens or other infectious materials that require following extensive safety precautions and may include the use of protective equipment.

**QUALIFICATIONS**:
1) **EDUCATION**:Associate Degree in electronics or engineering or military equivalent training or equivalent job experience.

2) **EXPERIENCE**: 10 plus years’ experience in related field. With no supervision be mechanically inclined to troubleshoot, dissemble and effectively reassemble electromechanical devices to potentially access and repair damaged software.

3)

**REQUIREMENTS**:
Valid Driver’s license. Proficient with Cloud IOS, Microsoft Word, Excel, and CRM. Expert level experience with standard and metric tools.

4) **CREDENTIALS & CLEARANCES**:Condition of employment; completion and favorable results of Background and Motor Vehicle Checks.

ATG is an equal opportunity employer and values diversity at the Company. They do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, genetics, or any other characteristic protected by federal, state or local laws.
- This description incorporates the m