Service Expert - Radiology - Northeast Region

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Service Expert - Radiology - Northeast Region

Bayer's radiology equipment, contrast and sterile disposables business accounts for over $800 million in revenue on an annual basis. The Service Expert position ensures strategic business objectives are met regionally and nationally including maintaining Bayer Service as a brand differentiator for radiology equipment via strong customer service, product quality, process effectiveness and efficiency and continuous value creation. The Service Expert collaborates cross-functionally with peers across the organization to improve the overall Service business operations.

The Service Expert will emphasize the importance of team morale and engagement, fostering a positive culture within the service team along with ensuring the service team members have the right competencies and capabilities to be successful. The position will ensure that all work performed within the region meets the quality standards set by Bayer, the FDA, and other relevant quality organizations.

Driving service training and onboarding initiatives will be essential to maintain high standards and support the continuous development of the service team.

In addition, The Service Expert is responsible for providing customers with direct answers to inquiries related to product, service sales, and product performance that have been escalated beyond the local level. Acting as a liaison between area leadership and the service team, this position will facilitate both tactical and strategic execution of initiatives, influencing outcomes that align with the organization’s Dynamic Shared Ownership model.

• Provides service business expertise to the organization including intimacy with industry trends and competitive landscape to inform service strategy development in alignment with organizational goals and objectives.

• Leverages a strong foundation with customers including OEMs to collaborate with the regional leader to develop and implement customer‑centric solutions.

• Collaborates closely with customers and product squads to develop strategies for improving service delivery and operational efficiency.

• Adept at partnering with Radiology customers to clearly understand their goals and needs and applies strong product and service offerings to ensure Bayer is their preferred service partner.

• Onboard, trains and upskills field service team members ensuring individuals and teams have the right capabilities and competencies for excellence in service execution.

• Conducts service review meetings with customers as needed to review performance, gather feedback, and identify opportunities for enhanced service delivery.

• Leverages a strong understanding of the service business and is a critical contributor to Field Service talent sourcing decisions, employee performance management activities and leads activities to address employee performance deficiencies and conflicts.

• Establishes key field service performance indicators (KPIs) that ensure service safety, quality and compliance, efficiency and cost targets are met or exceeded.

• Prepares performance reports for periodic reviews with regional leadership highlighting trends, challenges, and opportunities for improvement and leads or participates on projects to continuously improve field service operation effectiveness and efficiency.

• Ensures accurate service activity records including time and attendance reporting, work orders, service calls, and customer feedback.

• Acts as a point of escalation for complex radiology equipment and service issues that field representatives…