Henry Schein · 2 weeks ago
Manager, Field Service & Operations - PR & Caribbean
Florida, United States
Full-time
Hybrid
Mid, Senior Level
7+ years expHenry Schein is a leader in the dental equipment industry, seeking a Manager for Field Service & Operations covering Florida and the Caribbean. This role focuses on leading Equipment Technicians, managing the installation of dental equipment, and ensuring customer satisfaction through effective planning and project management.
DentalHealth CareMedical Device
Hiring Manager
Kristyn (Valentine) Behrens, SHRM-CP
Responsibilities
Own the regional service strategy, overall customer satisfaction, and resolution of unusual issues or escalations, including after-hours support when required
Develop and implement customer specific service programs and best practices across strategic accounts and identify and cultivate future service opportunities
Manage and enhance service offerings such as equipment assessments and preventive maintenance programs
Maintain ongoing communication with customers, sales, and field teams regarding strategic initiatives, revenue opportunities, escalations, and service actions
Ensure a consistently high level of customer experience and achievement of key performance indicators within the assigned geography
Lead and manage the full district installation process for capital equipment, coordinating with assigned Equipment Specialists to establish appropriate installation dates
Ensure all projects are current and on track with quarterly and annual revenue or installation objectives, adjusting plans as needed
Lead the coordination of installation date changes during the planning process, ensuring timely customer communication and alignment with internal stakeholders
Own and lead Equipment Planning Meetings for the assigned market to provide updates, align teams, and ensure customers are notified of schedules
Lead multi-party coordination, including internal teams and third-party facility vendors, for consultation, remote assistance, and onsite work; organize recurring project calls and stakeholder updates
Ensure accurate and timely completion, documentation, and close out of work orders and return material authorizations
Communicate directly with Equipment Specialists to align on order status, forecasts, and commitments as needed
Partner with the Financial Inventory Team to provide proper proof of delivery documentation for entered equipment orders
Verify revenue recognition details with Equipment Service Technicians and local management
Work in partnership with internal governance teams to maintain inventory integrity
Utilize reporting, analytics, and data trends to improve operational performance, technician productivity, and service quality
Lead, coach, and develop Equipment Technicians and other direct reports to achieve high performance and professional growth
Hold team members accountable for performance, customer experience, and adherence to processes and tools
Recognize and reward team members; provide ongoing feedback, coaching, and counseling to support performance and career development
Lead Equipment Technician hiring, onboarding, professional development planning, certification completion, and ongoing training
Collaborate with sales leadership to execute divisional business goals and strategic customer initiatives
Work closely with sales, operations, and field teams to align on shared objectives, service actions, and future revenue opportunities
Build strong internal and external partnerships to support successful project execution and customer outcomes
Attend industry meetings, customer meetings, and corporate meetings as required
Participates in special projects and performs other duties as required
Qualification
Required
Demonstrated experience managing pre and post procurement installation processes
Proven ability to handle and protect confidential information
Independent self starter with strong ownership and follow through
Intermediate computer skills and strong comfort working with business systems and tools
In depth experience with dental equipment implementations and related equipment, such as imaging, CAD CAM, cone beam, vacuums and compressors, units, lights, chairs, and sterilization
Ability to read and write technical documents such as scopes of work and installation playbooks
Experience with process mapping and process improvement initiatives
Familiarity with software as a service workflows that improve customer experience and support data driven operations
Ability to analyze data and trends for reporting, forecasting, and performance improvement
Software proficiency including, but not limited to, MS Office, NES, Salesforce, Trello, Smartsheet, Power BI, and other platforms as needed
Understanding and ability to explain HSD specific dental plans as applicable
Strong management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
Outstanding verbal and written communication skills and ability to resolve disputes effectively
Excellent presentation and public speaking skills
Excellent independent decision making, analysis and problem solving skills
Understand and act on financial information that contributes to business profitability
Ability to plan and manage successful projects; understand available resources, develop timeline, budget, assign tasks and areas of responsibility
Lead team(s) to achieve company goals in creative and effective ways
Excellent planning and organizational skills and techniques
Communicate effectively with senior management
Good negotiating skills and ability to effectively manage outsourced relationships
Ability to influence, build relationships, understand organizational complexities and manage conflict
Broad professional and managerial skills with a good understanding of industry practices and company policies and procedures
Ability to lead virtual teams
Typically, 7 - 10 years of increasing responsibility and complexity in terms of any applicable professional experience; 1 or more years of management experience
Preferred
Typically a Bachelor's Degree or global equivalent in related discipline
Master's degree or global equivalent a plus
Company
Henry Schein
Henry Schein is a provider of health care products and services to office-based dental, medical and animal health.
10001+ employees
H1B Sponsorship
Henry Schein has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10)
2024 (5)
2023 (6)
2022 (6)
2021 (1)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
$1BKey Investors
Kohlberg Kravis RobertsSMILE Health
2025-01-29Post Ipo Equity· $250M
2023-08-08Non Equity Assistance
2023-07-11Post Ipo Debt· $750M
Leadership Team
James A. Harding
SVP & CTO
Michael Ettinger
Executive Vice President, Chief Operating Officer
Recent News
2025-12-29
Morningstar.com
2025-12-24
2025-12-24
Company data provided by crunchbase