The Eastern Region Field Service Manager is responsible for leading and managing a team of Field Service Technicians within a defined geographic region to ensure the highest level of service and support for Hamilton Medical ventilator systems and related medical devices. This role oversees field service operations, drives service quality and customer satisfaction, and ensures timely installation, maintenance, and repair of equipment.
The Eastern Region Field Service Manager works closely with cross-functional teams including Technical Support, Sales, Clinical Education, and Operations to support customers and maintain compliance with company and regulatory standards.
Responsibilities:
Team Leadership and Management
- Recruit, train, mentor, and develop a team of Field Service Technicians within the assigned region.
- Conduct regular performance evaluations, coaching sessions, and development planning.
- Monitor technician productivity, service metrics, and operational efficiency.
- Manage staffing levels, scheduling, and territory coverage to ensure optimal service delivery.
- Promote a culture of accountability, teamwork, and continuous improvement.
Field Service Operations
- Oversee installation, preventative maintenance, troubleshooting, and repair of Hamilton Medical ventilators and related equipment.
- Ensure service activities meet company quality standards and regulatory requirements.
- Monitor service response times, call completion rates, and customer satisfaction metrics.
- Manage escalation of complex technical issues and coordinate support with technical specialists when necessary.
Customer Relationship Management
- Build strong relationships with hospital biomedical teams, respiratory therapy departments, and key clinical stakeholders.
- Address customer concerns and service escalations in a timely and professional manner.
- Partner with Sales and Clinical teams to support customer retention and growth opportunities.
Operational and Financial Management
- Manage regional service budgets including travel, parts usage, and labor expenses.
- Review service performance metrics and implement initiatives to improve efficiency and reduce operational costs.
- Ensure accurate service documentation and compliance with company procedures and regulatory requirements.
Compliance and Quality
- Ensure all service activities comply with FDA, ISO, and company quality system requirements.
- Maintain proper documentation of service records, repairs, and maintenance activities.
- Support field actions, recalls, and safety notices when required.
Collaboration and Strategic Support
- Work closely with the Director of Technical Service and Support to implement regional service strategies.
- Collaborate with Technical Support, Engineering, Quality, and Operations teams to address product issues and improve service processes.
- Provide feedback from the field to support product improvements and service enhancements.