Field Service Manager - Medical Device

Pentax Medical; Cataluña; Presencial; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A leading medical device company is seeking a Field Service Manager in Cataluña. This role involves leading a team to enhance customer experience with medical devices, ensuring training and technical support. Candidates should have a bachelor's degree and at least 7 years in service roles. Strong analytical and interpersonal skills are essential, along with the ability to manage remote teams effectively.

Servicios

Comprehensive benefits program

Generous Paid Time Off and Holiday policy

Formación

• Minimum 7 years’ experience in sales or service-related areas.
• 3+ years managing remote team members.
• Experience with medical devices or industries with heavy physical service activities.

Responsabilidades

• Lead and manage all field-based Customer Experience Representatives activities.
• Develop and maintain seamless customer interfaces.
• Ensure team delivers adequate training to customers.

Conocimientos

Interpersonal skills

Analytical skills

Organization skills

Communication skills

Problem-solving skills

Educación

Bachelor's degree or nursing degree

Herramientas

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Descripción del empleo

Position:Field Service Manager - Medical Device

Location: Montvale, NJ

Job Id:09172025

# of Openings:1

About PENTAX Medical

Ourmission is to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on QUALITY, CLINICALLY RELEVANT INNOVATION, and SIMPLICITY. Through leading edge R&D and manufacturing, PENTAX Medical provides endoscopic imaging devices and solutions to the global medical community.

Position Opening: Field Service Manager

Why JOIN Us?

We are an established medical device leader that is preparing for high growth. This means that PENTAX is looking to invest in its team and provide a collaborative and encouraging work environment.

PENTAX Medical is proud of its comprehensive benefits program and generous Paid Time Off and Holiday policy.

Want More INFO?

The Field Service Manager ensures that new and existing customers are enjoying superior experience with their PENTAX Medical devices. This person will lead a team focusing on customer from installation, training, faults & damages prevention onsite troubleshooting, process improvement

Responsibilities of Field Service Manager

• Lead and manage all field-based Customer Experience Representatives (CXRs) activities in support of PENTAX Medical Company products. Manage senior specialists for complex & escalated customer concerns. The team provide onsite support for key customers and escalated issues.
• Develop and maintain seamless customer interfaces & experience
• Ensure that team delivers adequate training to customers to perform devices to the best of their functionalities, for safe handling, appropriate cleaning/disinfection and storage.
• Implement a program for customer process intelligence that allows reporting for key customer issues and touchpoints with the Customer Experience Representatives
• Determine with Marketing & Service, processes and checkpoints with customers to ensure technical demos, installations, reprocessing training, and annual inspections are consistent and adhere to PENTAX Medical users’ instructions.
• Detect & facilitate customer installed base renewal or extension opportunities.
• Oversee damage reduction program by adapting international processes & reports, train and ensure that CXR are carrying out the scheme: identifying root causes, design improvement plan and track execution and access outcomes.
• Provide leadership and direction to the team on high levels of customercare while delivering the best service value to our customers
• Establish and maintain tracking mechanisms and processes to ensure measurement and management escalation occurs and is documented where needed
• Collaborate with Commercial service Contract team to renew customer maintenance contract in a swift manner.
• Monitor and drive the customer contract margin.
• Provision of monthly and quarterly reporting of service KPIs as needed for your area of responsibility
• Travel to customer facilities with sales or team members as needed

Requirements of Field Service Manager

• Bachelors’ degree or nursing degree
• Minimum 7 years’ experience in sales or service-related areas
• 3+ years managing remote team members
• Experience with talking to doctors, technicians, and other senior hospital personnel, experience in managing contact with different staff level in customers organizations.
• Experience with supporting medical devices or industries with heavy physical service activities.
• Ability to analyze reports and create solutions from it.
• Excellent interpersonal and influencing skills
• Excellent communication and follow up skills
• Strong organization and analytical skills
• Superior problem-solving skills
• Excellent computer skills, fluent in Microsoft Word, Excel and Power Point
• Ability for frequent travel.

It is the ongoing policy and practice of PENTAX Medical to provide equal opportunity in employment to all employees and applicants. No person shall be discriminated against in any condition of employment because of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.