About this role
Make an Impact with Healthcare Technology Jobs That Matter
As a Regional Service Manager, your primary responsibility is to understand our clients’ needs and to work with the Customer Care team to deliver exceptional customer service. The Regional Service Manager will be in a very visible leadership role to our customers and must demonstrate exceptional leadership, personnel management and organizational skills.
The service manager works closely with the Customer Care Center, Software Support, Project Management, Engineering and Sales teams to manage customer issues, and assist with escalations when required. Your relationships with customers are critical to understanding their challenges and anticipating their needs, and the position oversees a large Field Service organization that directly supports our customer locations. Extensive travel to customer sites should be expected.
Make an impact
- Staffing and Completing SSAs for all customers within the geographic region.
- Coordinating scheduling and overseeing the completion of System Start-Ups for projects within the geographic region.
- Providing manpower to respond to Customer calls for Emergency Service, Warranty, SSA’s and support for other Swisslog Healthcare products.
- Promoting Modernization and Upgrade opportunities to our existing customer base.
- Assisting the Sales Organization in the sale of new or upgrades to existing systems.
- Responsible for overall account management and customer satisfaction.
- Track and manage all issue escalations, action items, and customer concerns.
- Act as the internal customer advocate to ensure the business is doing everything possible to deliver best in class customer service and that the customer is getting the most from their investments in Swisslog solutions.
- Develop relationships with key customer stakeholders to ensure long term success- help create a Swisslog Healthcare customer for life.
- Be the customers’ escalation point for any issues not resolved through normal operations and own the escalation through to resolution.
- Monitor the customer satisfaction health of the customer with routine visits, review of support cases and survey results. Know the pulse of the customer.
- Assist the sales team with service agreement renewals.
Leadership and Organizational Development
- Develop a culture of empowerment, customer engagement, and accountability.
- Lead and develop 5 to 9 direct reports and over 40 indirect technical personnel.
- Ensure that Field Service Engineers are accurately reporting time, expense and materials utilized on each job.
- Review and document variants to planned costs and expenses.
- Assist the Project Management team with the coordination of projects or support activities as required.
- Monitor trends in equipment and service behaviors while actively participating in the Quality Management Program.
- Provide appropriate training and development for Field Service Supervisors and Engineers.
- Performs other duties, as assigned.
Target salary range for this position is $96,000 - $110,000, plus bonus. Salary will be commensurate with experience and skillset. We offer a comprehensive benefits package including medical / dental / vision insurance, tuition reimbursement, disability, 401k matching (up to 8%).
What you need to succeed
Equal Opportunity Employer
Swisslog Healthcare is an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, status as a protected veteran, or any other applicable status protected by federal, state or local law.
Swisslog’s FMLA policy can be found at: http://www.dol.gov/whd/regs/compliance/posters/fmlaen.pdf
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at [email protected]
###
###
Our Vision: Lead Change for Better Care
Swisslog Healthcare empowers hospitals and healthcare facilities with advanced pharmacy and transport automation solutions that streamline medication management and support clinical workflows. With over 1,200 dedicated employees serving more than 3,500 health facilities worldwide, we’re committed to improving patient safety and giving healthcare professionals more time for what matters most: caring for patients. Join us in shaping the future of healthcare.