Job Description

The Senior Manager, Regional Service is responsible for effectively and efficiently managing a profitable service operation within an assigned geographical area reporting to the Senior Director of Field Service Operations on tasks involving their assigned regional territory. The Senior Regional Service Manager must consistently deliver quality service in unison with bioMérieux’s strategic goals and objectives. In addition, the Senior Manager, Regional Service will not only provide input for strategic planning, through identified trends and opportunities, but will also provide input on standards of field service operations. This position requires the ability to operate all field service functions for the assigned region to provide excellent customer service and support while maintaining OPEX and REVENUE budgets. Further, this position will play a key role in ensuring service issues are addressed in a consistent and timely manner while building their FSE team to optimize customer onsite support operations.

Position Duties

1. Build a high-quality team of field systems engineers (FSE's) that will promote the service image, reputation and customer satisfaction necessary to support CSO goals and objectives. This accountability will be attained through the provision of the necessary technical / administrative training, the appropriate tools, and direction to ensure the quality of service delivered is consistent with established goals.
2. Hire FSE’s as needed to maintain regional support operations. Assist other Regional Service Managers with interviews and candidate screenings as needed.
3. Coordinate technical and soft skill training for their FSE team to match the product installation base.
4. Provide advanced coaching and mentoring to the Field Systems Engineers to grow them technically and professionally on complex topics.
5. Manage business on a regional level to ensure departmental goals, both qualitative and quantitative, are accomplished and tracked monthly. Provide regional leadership during Regional Service Manager absences, ensuring daily activities and responsibilities of regional team are sustained.
6. Maintain and adhere to Field Service Standards of Operation business processes.
7. Maintain field inventory for their team through continual inventory reporting and cycle counting throughout the year.
8. Overcome the obstacle of remote employee management through frequent travel (approximately 30%) into the assigned geographic region. This frequent travel must be balanced with the added responsibility of the completion of assigned departmental projects.
9. Identify and address specific areas of improvement within their region to optimize onsite service and support.
10. Maintain a high level of customer satisfaction through transactional service management across their regional team.
11. Deliver Operational and Financial Goals: Achieve or exceed GPS priorities, annual objectives, and regional OPEX and revenue targets while ensuring proper inventory management and asset safeguarding.
12. Lead and Develop Teams: Foster collaboration within Field Service Operations, coordinate regional meetings, and ensure team members receive adequate product and on-the-job training for independent success. Assist in leading regional team meetings in coordination with the Director of Field Service Operations.
13. Enhance Customer Experience: Partner with global product teams, sales, and applications counterparts to resolve challenges and deliver exceptional service to customers, including feedback on system performance.
14. Maintain Standards and Continuous Improvement: Uphold company standards of performance, maintain vehicles and equipment, support trade shows as needed, and pursue ongoing self-improvement in policies, procedures, and technical skills, and provide feedback to the Customer Service Organization, Marketing, and Sales on the functionality and performance of bioMerieux systems at customer sites.
15. Perform all work in compliance with company quality procedures and standards.
16. Perform other duties as assigned.

Qualifications

Required Education, Training and Experience

• Bachelor degree in Business, life sciences, engineering or a related field required.
• 6+ years of related experience including demonstrated ability to lead others in the area of Field service operations/management to include an in-depth knowledge and practical experience in customer service, personnel development, budgets, capacity planning, revenue generation, regulatory requirements, project management, and leadership.
• Education Substitution: In lieu of a Bachelor's degree, 10+ years of relevant experience, defined above, is required.
• Have and maintain a valid driver’s license in state of residence.
• Broad knowledge of the principles and practices of finance and cost-based accounting for service operations required. Cost center/budget management, ownership experience required.

Preferred Education, Training and Experience

• Biomedical training a plus.
• Fundamental knowledge of the principles and practices of laboratory operations preferred.
• Medical equipment manufacturing experience a plus.

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• Managing and measuring work by tracking progress, performance, and goal achievement using metrics and KPIs.
• Cross-department knowledge about the roles, responsibilities, goals, and processes of different departments within an organization.
• Create and nurture a group of individuals who work well together to achieve common goals.
• Driving continuous improvement by evaluating processes and implementing necessary changes.
• Organizing work and resources efficiently to ensure smooth operations.
• Ability to deal with difficult situations in a timely and bold manner.
• Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
• Communicate and guide a team towards a shared, inspiring future.
• Advanced skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.

Supervisory Responsibilities

The role includes direct supervision of 11-15 employees. Responsibilities span operational oversight, performance guidance, and team leadership.

Working Conditions and Physical Requirements

• Ability to remain in stationary position, either sitting or standing, for prolonged periods.
• Travel requirements include:
• Domestic travel: approximately up to 30%
• International travel: approximately <5%. International travel is not standard but may come up occasionally.
• Typical Regional travel (overnight) is about 10% on average to mentor and quality check FSE team.
• Weekend/holiday rotational phone coverage for FSE On-Call teams.