Head of Customer Service (Remote)

QuidelOrtho Corporation; United States; Remote; USD 110,000 - 135,000; Full time

Job summary

QuidelOrtho in the United States seeks a Regional Service Manager for the South Atlantic region to lead a field service team and drive service delivery for Clinical Lab/Transfusion Medicine products.

You will hire, train, and coach a 10+ person team, coordinate field deployments, and partner with Area Sales Directors to align service with sales goals; travel ~75%.

Qualifications

• BA/BS Degree in Business Management, Science or Engineering or equivalent 7 years experience.
• 7 years of relevant technical, laboratory, customer sales/service, or related industry experience.
• Must be able to travel approximately 75% of the time including weekends/nights.
• Proven track record in organizational development and field service management.
• Superior people management and people development skills including experience leading teams, driving results and developing talent.
• Experience in Marketing, Service Planning and Administration, Product Management or related areas.

Responsibilities

• Lead a team of 10+ Field Engineers and Senior Field Engineers, providing feedback on performance vs. goals and safety policies.
• Hire, train, and coach new hires within the Region.
• Coordinate resources to deliver service, maintenance, modifications, implementations, and training.
• Plan and execute regional activities to support divisional and company goals.
• Work with Area Sales Directors to retain and grow business and align service with sales objectives.

Skills

People management

Team leadership

Field service management

Customer relationship

Travel readiness

Education

BA/BS Degree

Job description

QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.

Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. Join our mission as our next Regional Service Manage r - South Atlantic Region . The Regional Service Manager is responsible for managing a technical service staff to provide professional/technical support on Clinical Lab/Transfusion Medicine product sales to new and established hospital accounts to achieve sales objectives and greater market penetration. This is a remote/field position that will lead the South Atlantic region covering North Carolina, South Carolina, East Tennessee, and Atlanta, GA .

Directly interacts with customers to evaluate satisfaction with field performance and to help build a stronger relationship between customers and QuidelOrtho.

Effectively organizes and communicates field issues to be discussed with customers and ensures all feedback is acted on and communicated to the appropriate divisions with QuidelOrtho.

Works with local Sales management to fully integrate the functions of Ortho Care with Regional Sales goals.

Assesses, outlines, and communicates the local activities needed to support regional sales goals, focusing on customer retention/growth and teamwork between Sales and Ortho Care

Manages a team of approximately 10+ Field Engineers and Senior Field Engineers, providing feedback on performance vs. goals and compliance with company and safety policies.

Responsible for hiring, training, and coaching new hires within their Region.

Coordinates the resources to deliver service, periodic maintenance, modifications, implementations, and training of equipment within Area to meet required business objectives.

Work directly with the Area Sales Directors to retain and grow business and engage in the planning and development of strategies to meet or exceed business objectives.

Plans and executes regional activities to support divisional and company goals, ensuring that all activities are aligned with the accomplishment of business objectives.

Work with Learning & Development team to identify and implement initiatives that optimize team productivity, drive bench development, and support organizational talent cross-pollination.

Education : BA/BS Degree in Business Management, Science or Engineering or equivalent 7 years work experience.

Experience: 7 years of relevant technical, laboratory, customer sales/service, or related industry experience, preferably within the medical technology, diagnostics, life sciences, or healthcare industries.

Must stay accessible at all times to customers, direct reports, management and related workgroups, through various company provided communication media (phone, e-mail).

Travel: approximately 75% of time, including weekends/nights (both by plane and car).

Proven track record in organizational development and field service management.

Superior people management and people development skills including experience leading teams, driving results through others, and developing talent.

Marketing, Service Planning and Administration, Product Management or other equivalent experience.

Customers including but not limited to Laboratory Managers, Supervisors.

Field Service: Field Service Engineers, Senior Field Service Engineers, Area Service Engineers, Regional Service Managers, Area Service Directors

Sales: Area Sales Directors, Account Managers, Strategic Account Executives, Business Development Managers, Channel Sales Managers

Technical Specialists, Field Application Specialists, Area Technical Specialists, Technical Support Specialists

Interacts with other aspects of the organization as required (e.g., Finance, HR, IT, Customer Service, etc.

Typical field-based environment. Ability to be accessible to customers and direct reports, or other related work groups outside normal working hours required. Must have the discipline, organization skills and self-motivation to work autonomously in a home office environment. Must maintain a valid driver's license and ability to maintain an automobile suitable for travel to customer sites, airport, etc.

Must be physically able to travel up to 75%. Must maintain a valid driver's license and ability to maintain an automobile suitable for travel to customer sites, airport, etc. Travel includes airplane, train, automobile, and overnights. On a typical workday, 80% of time meeting with people, 20% of the time on computer, doing paperwork, or on phone.

The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. The salary range for this position is $110,000 USD to $135,000 USD and is bonus eligible. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time) and paid Holidays. QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic.