Job Description
Job Summary
Manage and provide strategic direction / leadership for Customer and Technical Service Operations in the US, including Customer Service, Technical Service Back Office, Clinical Hotline, Product Complaints & Support, Demand Planning/Forecasting, Operational Training, Project Management and Analytics. Oversee the management of the day-to-day operations of Customer and Technical Service Support teams, including system order transaction and equipment master data integrity. Accountable for the strategic plan for the department, as well as leadership and team development. Manage, coach and develop employees and managers. Coordinate with field operations to ensure regional/global consistencies in process, data, and company objectives.
Responsibilities
Develop Customer and Technical Operation's financial budget - approx. $3.5M, strategic plan, and performance objectives.
Direct responsibility for Customer and Technical Service operations as it relates to operational objectives / goals / results - consistency of process. Overall responsibility for > 30 corporate and field-based personnel.
Ensure measurement and management of the Customer and Technical Operations day-to-day responsibilities, including order entry, product allocation, service call creation and closure, clinical/operational support, dispute management, quality support, training, project management, demand planning and analytics.
Identify, develop, and implement departmental process improvement opportunities to enhance service to customers and aid the operation in achieving the vision and goals.
Accountable for providing training and communication to staff and implementing initiatives to drive standardization and increased efficiency.
Accountable for tracking and communicating department metrics and key performance indicators, as well as monitoring projects with team and liaison functions.
Lead and participate in cross functional projects that result in operational improvements and cost savings.
Accountable for employee compliance with established internal policies and practices.
Accountable for ensuring that functional talent management objectives are met. Manage, establish and analyze plans to meet staffing and resource requirements. Ensure all talent management objectives are met through development planning and setting individual and group performance objectives.
Overall responsibility for equipment master data - to include hardware installation / hardware tracking / configuration tracking.
Overall responsibility for the management of hardware entitlements, PM planning, instrument warranty coverage, service billing invoices, and coordination with Sales Ops for applicable service contract proposals / renewals.
Provide service logistic and operational support for new product launches, upgrades, FCAs across the marketing region.
Responsible for periodic departmental operational audits and supporting quality related audits. Actively participate with and provide strategic perspective to the TCT leadership team.
Lead the TCT Customer Experience program.
Job Requirements
Previous experience in leading multiple teams across various areas of responsibility with >20 FTEs.
Demonstrate excellent leadership, customer service and communication skills.
Ability to analyze and interpret data for effective growth strategies and problem solving.
Excellent problem solving, interpersonal and decision-making skills.
Ability to motivate, develop, train and promote a strong teamwork environment.
Able to manage multiple priorities simultaneously.
Strong ability to think innovatively and strategically.
Must be results driven, detailed oriented and have strong project management skills.
SAP knowledge a plus.
Additional Information
We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability, 401K with company match, and wellness program.
Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disabilities, or protected veteran status.