Helmer Scientific

Field Service Manager

Locations US-IN-Noblesville
ID
2022-3079
# of Openings
1
Category
Technical Service

Overview

Helmer Scientific designs, integrates, manufactures, markets, and distributes specialized medical and laboratory equipment to clinical and life science customers in over 125 countries. 

 

At Helmer:

  • We offer competitive salary and benefits
  • We offer a positive team environment
  • We offer an opportunity to fulfill potential by performing meaningful and rewarding work
  • We are committed to serving customers, team members and the world community

Are you ready to join us and make a difference? We have a career opportunity for a Field Service Manager to join our team!  

Responsibilities

The Field Service Manager:

 

 To oversee the daily activities of the Field Service Team, while ensuring first class service delivery and participating in the development and implementation of strategic and tactical service objectives. Administers compensation, tracks training and completes quarterly performance evaluations. Ensure the delivery of best-in-class customer support effective services.  Accountable for managing field service resources as well as the management of customer assets. 

 

Maintains service and performance measures for both the individual and the team while developing and mentoring the team members.  Also ensures complete field service coverage of the United States utilizing direct resources as well as third party service partners to support the regions.  

 

Responsible for the planning, and execution of all team assigned tasks. Ensures that a diverse set of implementation and support activities are delivered successfully, leading teams to accomplish objectives by managing all resources and activities and ensuring that the goals and objectives of the services are accomplished within prescribed time frame. Oversees the communication flow between functional groups. Develops, motivates and coaches team to ensure they achieve results.

 

Primary Responsibilities:

 

  • Manage the planning, organizing, scheduling and supervise the day to day field service activities within the US and Canada.  This encompasses all on-site services, repairs, PM’s, installations and product upgrades.  Ensuring that team member productivity is aligned with objectives and goals.
  • Lead, manage, develop and regularly review performance of staff.  Travel with Field Service team members.  Prepare individual development plans.  Approve expense reports and time off for all team members
  • Manage and schedule training and development for team members
  • Identify processes improvements that enhance the customer experience and / or meet future business needs and influence scalability of the business processes and team compliance
  • Manage wellbeing of US customer satisfaction and lead the escalation and resolution of complex technical issues by coordinating the efforts of necessary resources from appropriate Helmer Scientific departments
  • Contribute to service metrics to include escalations, engineer updates, technical mentoring and daily activities such as PM’s, Field service and balancing workload
  •  Support departmental projects and priorities as assigned.

 

 

Qualifications

Relative Work Experience

  • 3+ years prior field service management experience.
  • 5+ years of successful customer support experience.
  • 5+ years of successful service management experience for a medical device company preferred.
  • 5+ years of customer-facing responsibilities in Technical Service preferred

Education:  

  • Bachelor’s Degree preferred, or equivalent combination of education, training, and experience.

Certifications / Licenses:  None required. 

Computer Systems / Software

  • Proficient in Microsoft Office Suite.  CRM experience preferred

Key Competencies:

  • Current, clean driver’s license
  • Strong computer skills including Microsoft Office and industry specific applications
  • Ability to communicate effectively with team members, management, and customers
  • Ability to work independently, with minimal direct supervision
  • Ability to lead a team
  • Ability to adapt and comply with Company/customer requirements
  • Ability to work in a rapidly changing, multi-cultural environment
  • Has a desire to learn and develop within the role
  •  

If you don’t meet the minimum requirements we’ve listed, but still think you are qualified for the job, you are welcome to apply for consideration.

 

 As an EEO/AA Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, ancestry, disability status, sexual orientation, gender identity, genetic information, veteran status or any other protected characteristic. 

 

Helmer is committed to creating a diverse, equitable, and inclusive workplace in which we respect and celebrate each person.

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