PENTAX Medical Americas · 1 day ago
Field Service Manager
United States
Full-time
Remote
Senior Level
7+ years expPENTAX Medical is a leader in the medical device industry focused on improving patient care through innovative endoscopic products. The Field Service Manager will lead a team to ensure superior customer experiences with PENTAX Medical devices, overseeing training, troubleshooting, and process improvements.
Medical Device
Hiring Manager
Kamaraju Arisetty
Responsibilities
Lead 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 & experience
Ensure 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 Representatives
Determine 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 customer care while delivering the best service value to our customers
Establish and maintain tracking mechanisms and processes to ensure measurement and management escalation occurs and is documented where needed
Collaborate 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 responsibility
Travel to customer facilities with sales or team members as needed
Qualification
Required
Bachelors' degree or nursing degree
Minimum 7 years' experience in sales or service-related areas
3+ years managing remote team members
Experience 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 skills
Excellent communication and follow up skills
Strong organization and analytical skills
Superior problem-solving skills
Excellent computer skills, fluent in Microsoft Word, Excel and Power Point
Ability for frequent travel
Benefits
Comprehensive benefits program
Generous Paid Time Off and Holiday policy
Company
PENTAX Medical Americas
PENTAX Medical is a division of Hoya Group.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Erika Onda
CFO
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