Service Manager NOLA

Agfa HealthCare, a member of the Agfa-Gevaert Group, is a leading global provider of diagnostic imaging and  healthcare IT solutions. The company has nearly a century of healthcare experience and has been a pioneer on the healthcare IT market since the early 1990's. Today, Agfa HealthCare designs, develops and delivers state-of-the-art systems for capturing, managing and processing diagnostic images and clinical/administrative information for hospitals and healthcare facilities, as well as contrast media solutions to enable effective medical imaging results. The company has sales offices and agents in over 100 markets worldwide.

 

 

The Service Manager NOLA is responsible for that customer service team and activities in his/her territory are performed in a professional manner in accordance with Agfa policies and guidelines and that these operations are resulting in the revenue and margin as expected. He/she will be heading a local service team and steers the local service partners (e.g. dealers & contractors).

 

 

The incumbent will:

 

• Manage and coordinate Field Service operations for North of Latin America activities will internal staff and subcontractors to provide on-site service to Agfa Customers, OEMs, and Deales.
• Implement business operational plans to drive metrics, Customer sat, as well as administrative requirements, meet cost budgets, compare performance to plan and take appropriate actions to ensure meeting objectives.

 

Accountabilities:

 

• Manage Field service staff and required Subcontractors.
• Participate in the development and implementation of Zone plans and budget including administrative requirements, comparing performance to plan on a regular basis, and take actions to insure meeting budgetary objectives.
• Manage and coordinate the activities of the Field Service in the respective region in support of the Service and Sales Plan including administrative requirements.
• Translate key business, technical and strategies into action plans.
• Assign individual field service engineer’s account service responsibility, monitor customer satisfaction and achievement of goals.  Ensure that service personnel maintain customer goodwill and fulfil administrative requirements.
• Responsible for ensuring adequate technical training for all Field Service Engineers in the respective region,
• Responsible for training new employees (Field Service Engineers) on Agfa policies and processes.
• Must work closely with the Sales Organization to establish a team spirit while maximizing customer satisfaction.
• Resolve customer relations problems and assure attainment of highest level of customer satisfaction.
• Develop and maintain off-hours on-call schedule.
• Participate in the recruitment of new field service personnel.
• Manage Critical Accounts Process.
• Drive operational and customer satisfaction metrics.
• Support Project Management in setting realistic milestones in the deployment plan and drive quality installations.
• Manage the service contracts, including timely renewal and pricing.
• Lead team through exercises to define annual budgets, recommend budgets to leadership and monitor revenue, cost and team expenditures (projected versus actual).

 

Education:

 

• The position requires a system engineer and a minimum of 5 years in technical customer interface experience. Master’s degree is a plus.

 

Experience:

 

• Minimum of 5 years in IT technical services

 

Specific skills:

 

• Masteries should include service business plan creation and goal setting.  Well-developed verbal and written communication skills as well as organizational skills.
• Broad technical working knowledge in healthcare IT, computers, local and wide area networking
• The incumbent will demonstrate leadership skills, mastery of motivational techniques and communication skills. Team building and good people skills are essential.
• This position requires the individual to have the ability to organize, plan and be stimulated by a constantly changing environment.