JOB OVERVIEW:

This position is responsible for providing strategic and tactical guidance to Equipment Service Technicians and Certified Integration Technicians within the Region. Working closely with the Regional Installation Manager(s) and Regional Manager(s), this position is accountable for leadership and execution of corporate, area and zone strategy to drive service growth and field compliance. High degree of focus on tactical direction and support by providing consistent direction to teams in assigned geography. Ensure the assigned geography is properly staffed and trained to meet customer needs.

KEY RESPONSIBILITIES:

• Ensure all Equipment Service Technicians (EST) in the region are executing on corporate and strategic initiatives related to service, safety, regulatory, security and compliance. This includes but is not limited to: regular co-travel and coaching sessions with ESTs, and regular interaction with sales teams, customers and vendors. Work with sales and operations management to foster a team environment between sales and field service.
• Work in conjunction with the Installation Manager(s) on the recruiting of competitive hires. Regularly network with qualified potential hires as it relates to the possibility of them joining the Company.
• Work closely with Dispatch to manage service technician schedules and accommodate escalated emergency requests, routine requests, and are ultimately responsible for the efficiency of service technician scheduling and response time to meet customer needs.
• Monitor and ensure compliance to service-level agreements within the Region and work with leadership to meet KPI goals by ensuring cohesion and consistency with corporate objectives.
• Execute on all National, Area and Zone programs that impact service with a focus on technical service and break/fix processes and completion of Preventive Maintenance Agreements, ensuring maximum customer satisfaction.
• Responsible for fostering customer relationships by active involvement in the field on customer job sites, as well as co-travels with service technicians interacting directly with our customers.
• Ensure technicians accurately and timely complete and close out work orders, RMAs, and technical training requirements.
• Manage and resolve TSM issues and concerns in a professional and diplomatic manner, supporting these issues with appropriate documentation and requesting the assistance of Human Resources when necessary. Recognize team members, hold ESTs accountable, regularly coach and counsel technicians towards attaining performance and career goals and ensuring there is appropriate focus on high potential talent.
• Manage the bi-annual van inventory process and effectively manage the tool inventory policy to hold their team accountable, including proper expense management and approval of EST tools, ensuring adherence to all guidelines within the corporate tool policy.
• Review, manage and approve all service technician expense reports.
• Responsible for service technician onboarding, professional development planning, certification completion, and continued training in partnership with the National Training Team.
• Attend all necessary industry meetings, customer meetings and corporate meetings as required by the business.
• Participates in special projects and performs other duties as required.

SPECIFIC KNOWLEDGE & SKILLS:

• Ability to motivate by communicating vision and strategy and creating a shared purpose
• Proven record of innovation and a continuous/process improvement attitude
• Strong consensus building skills: Leads and supports change; takes appropriate chances
• Achieves business results, by taking action, achieving quality and focusing on the future
• Demonstrates integrity and ethics; sets a personal example
• Services customers by meeting their needs and focusing on customer satisfaction
• Strong training focus that results in successfully developing and motivating people
• Builds and develops partnerships through open lines of communication, values diversity
• Function in a rapidly changing environment

GENERAL SKILLS & COMPETENCIES:

• Strong management skills and ability to attract, retain, motivate and develop team members for high performance
• Excellent verbal and written communication skills and ability to resolve disputes effectively
• Strong presentation and public speaking skills
• Strong decision making, analysis and problem solving skills with ability to multi-task
• Understand and act on financial information that may contribute to business profitability
• Ability to manage successful projects, manage risks, costs, time and project teams
• Lead team to achieve company goals in effective ways
• Strong planning and organizational skills and techniques
• Communicate effectively with management
• Good negotiating skills
• Build relationships, understand organizational complexities and manage conflict
• Broad professional and managerial skills with an understanding of industry practices and company policies and procedures

MINIMUM WORK EXPERIENCE:

Typically 7 or more years of increasing responsibility and complexity in terms of any applicable professional experience; first-level manager. Two years of Dental/Medical service experience preferred or at least four years of team leadership experience. Two years of operational/service leadership experience and/or experience within the health care industry preferred.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.

The posted range for this position is $84,300 - $147,500 which is the expected base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for bonuses and incentives not reflected in the posted range.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

Henry Schein, Inc.is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers