Sr. Manager, Territory Field Service

Baltimore, MD
Sep 22, 2021
Sep 24, 2021
Specialty Trades
Full Time
Senior Territory Service Manager, Field Service This position directs the coordination and delivery of field service and support services to all customers within a designated territory. Service activities include break/fix repair, preventative maintenance, proactive service delivery, application of engineering updates, and other activities related to a customer's service experience. The Sr. Territory Service Manager directly selects, develops, evaluates and manages Technical Service Managers, and directly or indirectly selects, develops, evaluates and manages Technical Service Engineers, and 3rd Parties in the territory to ensure the efficient delivery of high quality field service to the customers in the territory. The Sr. Territory Service Manager reports to the Sr. Director of Field Service. The Sr. Territory Service Manager is responsible for communicating with the Sr. Director of Service and escalating as necessary any customer or personnel issues. Essential Functions: * Manage service delivery, service quality and customer satisfaction within the territory. * Visit customers in the territory on a regular basis to communicate all facets of the Omnicell Customer Experience and to get feedback on how well we are delivering the Customer Experience to our customers * Complete long-term planning for service delivery in the territory * Manage 24 hour/7day week support coverage within territory. * Manage use of 3rd party service providers within territory and plan for future use (increase or decrease) of 3rd parties within territory. * Manage all large field service projects within the territory * Develop and improve processes, systems, and tools to better deliver Field Services and all Services to customers in the territory * Share process, system, and tool improvements across all territories. * Interact with Sales Directors, Professional Services Directors and Customer Experience Managers * Participate in regular territory review calls * Coordinate on customer issues and process issues which involve Sales/Ops/Service * Lead and participate in cross-functional company initiatives. * Analyze territory metrics and adjust service processes as needed. * Report quarterly metrics to the Sr. Service Director. Other Functions: * Determine, along with the Sr. Director of Service, the team's quarterly MBO goals * Conduct annual performance reviews for territory Managers. * Monitor and manage team expenses per company guidelines. Required Knowledge and Skills: * Strong verbal and written communication skills * Strong presentation skills * Strong proficiency with CRM, ERP, Reporting Tools, Cloud-based systems, and MS Office Basic Qualifications * 4 or more years' experience in a field service role, with a minimum 7 years in a management capacity * Bachelor's degree or in lieu of a degree we will accept a HS Diploma with 6 years in a field service role with 10 years in a people management capacity Preferred Knowledge and Skills: * Healthcare background * MBA * SAP, C4C, Tableau Reporting Work Conditions: * 50% Travel required * Home-based office * Management of a remote team * Security clearance may be required * Available 24/7 To protect our employees and those who spend time at our facilities, and as may be required by our customers, Omnicell requires most US employees to be fully vaccinated for COVID-19 or obtain an approved exemption from Omnicell as an accommodation for a disability or sincerely held religious belief or practice. Compensation is region-based, for the state of Colorado, this position will pay between 99-128K,. For benefit information, please visit #LI-MG2 #LI-Remote #LI-Raleigh, NC, #LI-Indianapolis, IN, #LI-Cleveland, OH, #LI-Baltomore, MD, #LI-Frankfort, KY#06022021

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