Job Description

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About the Company

Our mission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.

About the Role

The Field Service Manager ensures that new and existing customers are enjoying superior experience with their PENTAX Medical devices. This person will lead a team focusing on customer from installation, training, faults & damages prevention onsite troubleshooting, process improvement.

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.

Qualifications

• 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.

Pay range and compensation package

PENTAX Medical is proud of its comprehensive benefits program and generous Paid Time Off and Holiday policy.

Equal Opportunity Statement

It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

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