Field Operations Manager - Surgical Equipment Repair

Position Summary

The Field Operations Manager is responsible for strategic oversight and leadership direction for the Surgical Equipment Repair field operations.

Essential Duties and Responsibilities

• Lead and manage operations for the Surgical Equipment Repair Field operations team (SER FOT), inclusive of OSERS, OSERS-FL, MIRSS, and/or IM personnel to ensure that business operations are aligned with financial and quality goals and are focused on customer experience.
• Assume primary responsibility for ensuring that Agiliti's SER field staff are both technically qualified and competent to perform their instrument repair and customer service responsibilities.
• Foster accountability, teamwork, and mutual trust and respect through coaching and mentoring activities.
• Recommend and review specific performance and productivity metrics to assess performance.
• Evaluate employee performance, clarify opportunities, and continuously enhance company direction.
• Develop requirements and standards for the organization and layout of parts and equipment in mobile vans or in-house labs, either at customer locations or free-standing, staffed by OSERS, OSERS-FL, MIRSS, IM personnel to service a client base (where applicable).
• Continually monitor and manage divisional operational efficiencies.
• Maintain Agiliti's current customer base by monitoring the delivery of Agiliti's Value Proposition.
• Work collaboratively with the Division Operations Manager toward ensuring that Agiliti's OSERS, OSERS-FFL, MIRSS, and IM personnel field staff are technically qualified and competent to perform their service responsibilities.
• Manage weekly cadence call process with SER FOT.
• Work collaboratively with the Division Operations Manager on the selection, screening, management, and development of all SER FOT.
• Recruit, develop, and manage staff to include selection, work allocation, training, coaching, and mentoring, problem resolution, performance evaluation and feedback and correction actions.
• Consult on the operational requirements for the development of proposals and customer sales presentations.
• Ensure teams are achieving weekly/monthly objectives.
• Work closely with other SER Sales and Operations personnel to deliver contractual SLA's.
• Evaluate the proficiency of field-based SER FOT to undertake and manage their day-to-day service responsibilities, including their ability to interface with client personnel professionally and effectively in the perioperative services and supply chain areas.
• Field co-travel to provide instruction and receive feedback on the delivery of SER services.
• Participate in and support Onsite and IR Send-In revenue forecasting.
• Monitor customer, market, and competitor activity and provide feedback to executive and leadership teams.
• Drive a strong culture and environment that supports and enables all employees to be successful.
• Create a common vision for consistently superb levels of service.
• Perform other duties as required, including onsite truck repairs when needed.

Job Requirements/Specifications

• B.S. degree or equivalent Surgical Equipment Repair work experience
• Ability to read, write and speak English proficiently
• Excellent verbal and written communication skills
• Experience evaluating, training, and managing remote employees
• Proficiency in Microsoft Office 365 and ability to learn company specific programs
• Ability to pass vendor credentialing process (initial and as is periodically required) and screening requirements to be credentialed at a hospital/health care facility
• Candidates must have the ability to travel 30% to 50% of their time
• Demonstrate in-depth SER knowledge
• Willing and able to respectfully identify, raise and resolve issues getting in the way of providing excellent service to customers
• Strong affinity for Agiliti's core competencies
• Understand Agiliti's Quality Policy and applicable objectives/metrics
• Proven leadership and team building skills
• Strong troubleshooting/critical thinking skills
• Excellent written and verbal communication skills
• Time management and organizational skills
• Experience developing and understanding performance metrics

Preferred

• Acute-care environment experience, SPD/OR preferred
• Experience effectively managing and maintaining client relationships
• 1-3 years' leadership experience