Job Description Summary

The Service Director role will cover the Greater Portland Oregon service area. The market covers the majority of Oregon for diagnostic imaging equipment (service/installation).

This role is responsible for implementing the service strategy within the Greater Portland Oregon market. The role will drive the achievement of all operational and commercial business objectives through leading and coaching Field Engineers. This role will partner with the Market Service Vice President in the market as well as the local commercial account community and other peer management staff for the area in executing on business growth and driving customer satisfaction with our customers. This role will serve as a point of contact for local critical customer issues in matters related to service and customer support for the sites or area of business, they are responsible for. This role is key in developing strong relationships both internally and externally to improve outcomes for customers as well as market and order visibility, market share, and profitability.

Job Description

Key Responsibilities:

• Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area - Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer · Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area
• A job at this level requires a people leader with ability to hire and develop talent. Includes direct people management responsibility including staffing and performance development. Utilizes in-depth knowledge of a technical discipline and analytical thinking and technical experience to execute policy/strategy.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
• Can display situational awareness to address more complicated manufacturing processes with technical variety and/or interdependent production cycles. Uses technical experience and analytical thinking. Uses multiple internal and limited external sources outside of own teams to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explains information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.

 

Required Qualifications:

• Bachelor’s degree from an accredited university or college (or a high school diploma / GED with at least 4 years related of experience.)
• 5+ years of experience in leading teams along with a demonstrated ability to coach and mentor team members.
• Demonstrated verbal and written communication skills.
• Demonstrated ability to analyze and resolve problems. Demonstrated ability to lead programs/projects. Ability to document, plan, market, and execute programs.
• Proven experience in successfully managing customer relationships.
• Ability to understand customer issues and drive resolution whether technical or business related.
• Must live or be willing to relocate to the Greater Portland area (a relocation package will be provided for out of state candidates).
• Must be willing to travel 2-3 days in the field (40-50% travel)

 

Preferred Qualifications:

• Prior experience managing a Field Service team in equipment maintenance.
• Prior field sales or field service experience.
• An inclusive leader that builds a connection through personal involvement and trust.
• Proven ability to influence and drive change.

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