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Job Title
Biomedical National Field Operations Area Service Manager
Job Description
The Biomedical National Field Operations Area Service Manager position manages National Field Operations of comprehensive accounts. The position also manages biomedical resources and services, financial operations, and customer service delivery. The National Area Service Manager also coordinates and facilitates non-medical (all other) modality service delivery. This person is accountable for the full range of service delivery activity to the Customer in concert with Service Delivery peers whose direct reports will have dotted line reporting accountability to the National Area Service Manager.
Your role:
People Leadership
• Effectively recruit, onboard, and integrate new hires into team
• Develop, coach, and lead direct reports and people managers
• Coordinate and facilitate all employees connected with IDN Service Delivery
• Directly engages with other modality leads to ensure communication processes are built and executed and service escalations are managed and communicated in a timely fashion.
• Lead by example and cultivate a culture of Philips values and integrity
• Foster a high performing team through active communication, leadership, and example. Support effective interactions among team members (i.e. actively listen and seek to understand other’s viewpoint; work together to get things done)
• Ensure direct reports are aware of how their work aligns with the business’s strategic priorities.
• Ensure direct reports are aware of how their work aligns with the business’s strategic priorities.
• Participates in Customer Care Team activities and operate cross-functionally in the Zone with Sales
• Create a team environment that fosters common purpose for the Biomedical department and promotes job satisfaction, customer focus, and increased productivity
• Understand and utilize motivational tools to drive desired team behaviors and results
• Drive desired team, region, and zone behaviors and results
• Complete annual Key Areas of Responsibility and Goal assignments and mid-year PPM evaluations and ensure Employee Development plans are in place for all direct reports
• Participate in Region Customer Care Team meetings.
Customer Ownership/Satisfaction
• Responsible for quality service performance across all modalities at IDN
• Acts as primary point of contact to the assigned IDN for all Philips service delivery activities
• Own and manage a rolling list of issues and initiatives across all service modalities at the IDN and are accountable for ensuring that the issues are communicated and resolved.
• Own and drive business strategy and results.
• Develop and implement service strategy to achieve customer loyalty.
• Manage customer relationship and effectively partner with Sales counterparts
• Drive a customer solution focused operating model.
• Drive strong customer satisfaction results.
• Ensure escalation processes are followed.
• Lead and facilitate regular customer meetings focused on service-related issues, projects, and delivery.
• May be requested to serve upon or provide consultation to various hospital committees or teams as requested by the customer.
• Identify, execute, and share customer service best practices.
Compliance/Operational Management
• Own and drive operational performance and compliance across all service modalities
• Utilize computerized maintenance management software for asset management.
• Coordinate schedules across both direct reports and matrix reports in other business functions to ensure continued customer support.
• Partner effectively with Business Operations to drive efficiencies, productivity, and the execution of business commitments
• Be prepared for and successfully complete Annual Quality Assessment Tool surveys and all State and Federal Audits (CAP, TJC, DNV, etc.)
• Be prepared for and successfully complete all annual internal and external quality surveys.
• Ensure region/sites adhere to all regulatory and compliance requirements and execution
• Ensure service delivery is in alignment with contract entitlements and ensure Biomedical and other modality teams meet requirements.
• Ensure accurate inventory of equipment is maintained, submit timely quarterly reconciliations, recommend equipment coverage adjustments as appropriate
• Ensure that Preventive Maintenance is performed properly and completely.
• Ensure your sites have clean and organized shops that maximize efficiency.
• Ensure that all equipment is properly labeled with applicable repair status.
Financial
• Owns and drives financial results to meet/exceed AOP targets for Revenue, Contribution Margin Rate, and Gross Margin.
• Develop business plans to drive growth and productivity while improving efficiencies and controlling expenses.
• Ensure your team submits Billable “Out of Contract” expenses monthly and billable SWO repair events upon completion.
• Create and introduce cost reduction initiatives with the team.
• Partner with sales to acquire new business.
• Support other modality management teams in ensuring service delivery meets performance expectations at the minimum possible cost.
You’re the right fit if:
• Bachelor’s Degree or equivalent work experience, including 5+ years leadership experience and/or project management experience.
• Strong working knowledge of state and federal regulations with the ability to ensure department readiness for state and The Joint Commission or DNV inspections.
• Effective communication skills including demonstrated stand-up presentation skills, group facilitation and ability to effectively interact with customers.
• Excellent interpersonal skills with ability to interact effectively in a team-based organization and with management and individuals across all department and organizational levels.
• Understands the healthcare industry, organizational structure, and current trends.
• Strong results orientation. Ability to consistently meet and exceed goals.
• Capable of making commitments, setting priorities, and delivering results on time and on budget.
• Experience in project management and change management.
• Advanced PC skills with demonstrated knowledge of Microsoft Office.
• Strong listening, analytical and problem solving skills.
• Ability to work individually and under minimal supervision to include a mixture of both remote and office environments leading on-site and/or remote workforce.
• Flexible work style and ability to adapt to internal and external customer requirements.
• Experience partnering across departments to grow, enhance and support the business.
• Demonstrated ability to motivate, lead, coach and develop direct reports.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won’t stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Read more about our employee benefits.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.
Additional Information
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
Company relocation benefits will not be provided for this position.
Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.
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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.
Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.
