Field Service Group Lead

Service Work Group Lead

The Service Work Group Lead guides the work group and squad to operate as a micro business in field service best practices reinforce performance standards and drive results that meet customer needs and business goals. This is achieved by leading a workgroup and collaborating with the multi-discipline squad to achieve and exceed strategic goals with regard to: customer outcomes, financial targets, business growth, operational efficiency, quality, procedural compliance, resource management and technical service.

This position coaches and mentors his/her field service work group with a focus on delivering exceptional service aligned with Client's "Solution Provider" initiatives and Key Performance Indicators (KPIs).

The span of coverage will be within the Chicago, IL Metro area. Difficulties include, up to 75% overnight travel, 25000 to 50000 driving miles per year, working with contaminated products, exposure to x-rays and magnetic fields, sick patients and the need to lift heavy equipment over
50lbs. Typical work week approaches 50 hrs and on call duty as required.

The span of coverage will include:
Evanston, Naperville, Antioch, Elmhurst, Dixon, Forreston and Belividere, IL. among other cities and towns.

The candidate is preferred to reside in the Evanston, IL metro area as that is the center of the territory. The Candidate must be domiciled within the territory.

Responsibilities:

• Manage assigned work group as a micro business, demonstrating strong business acumen by understanding the financial impact of decisions at both the individual and team levels
• Lead assigned workgroup in achieving business goals including revenue and cost management through effective performance tracking, reporting and up-skilling team members as required
• Leverage a consultative mindset Lead and mentor a field service workgroup to ensure customer expectations are met
• The role oversees work group activities while also providing direct on-site emergency service, preventive maintenance, and installation support to medical facilities and outpatient imaging centers. Leverages field audits to ensure work group meets or exceeds KPIs related to safety, quality, delivery, and cost drive best practices for operational and administrative efficiency
• Promote quality standards, while actively driving process improvements to increase reliability, decrease overhead, and provide rapid escalation resolution
• Assess staffing and capacity needs, recommend solutions, and participate in talent acquisition and onboarding processes
• Administer customer satisfaction processes for one work group (Satmetrix) and ensure the team addresses satisfaction issues in the field
• Proactively monitor data trends for deviation from requirements and apply strong analytical and problem-solving skills to prevent or resolve customer, business, and technical challenges
• Drive overall business performance by: promoting Client's products and services, working closely with customers and account team members to identify customer solutions, support customer quotes, and coordinate with the Service Admin/MSRC team for invoicing and credit collections
• Ensure the workgroup influences the service aspects of strategic account plans, participates in customer business reviews and safeguards proprietary information
• Provide on-the-job training, coaching and mentoring to field service representatives and new hires.

Required Qualifications:

• High school diploma or GED with training (including certifications) in electronics, mechanical engineering, biomedical equipment technology, IT networking, computer science or relevant discipline with 3 years of applicable experience
• 3 to 5 years proven experience with field service business acumen in: service delivery, promoting service programs, teamwork, coaching, communication, problem solving, time management, and customer relation management
• 3 to 5 years proven experience achieving field service operations KPI's with regard to: safety, quality, delivery and cost including driving best-practices in the efficient and effective delivery of field service operational and administrative requirements
• Ability to read and interpret technical manuals and schematics with strong technical and mechanical trade skills in areas such as: software applications, use of digital multimeters, electrical installation and troubleshooting
• Demonstrated success in promoting field service programs, with past record of achieving sales/service objectives
• Proficiency with using platforms such as, Service Max, Salesforce, CRM systems (Tableau/Datapulse) and Microsoft Office product suite
• Demonstrated ability to work in a fast-paced, self-directed environment with minimal supervision
• Proven verbal and written competencies
• Ability to optimize efficiency and effectiveness with individual and team workload and tasks
• Must hold a valid driver's license in good standing in state of residency with the ability to travel within assigned territory/service group with occasional national travel as…