Regional Service Manager, Central US
Madison, WI 
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Posted 16 days ago
Job Description

Give hope. Give health. Make your mark in the fight against cancer.

At Accuray, we make a direct and powerful impact on the lives of cancer patients every day - helping them live longer, better lives. But our commitment to innovation offers a truly unique opportunity: the chance to change the fight against cancer - helping to develop, introduce and support new treatment delivery systems and software that will give new hope and new health to cancer patients and cancer survivors around the world.

Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makestreatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.

Job Description

Summary:

The Regional Service Manager has the responsibility to oversee and lead the delivery of technical support for Accuray products in an assigned region, managing a team of Field Service Engineers (FSE), and providing essential customer support for Accuray customers. This position will be instrumental in supporting the business growth strategy and will work in support of the commercial staff and strategic business objectives for the region. This individual will be responsible for the management and resolution of customer equipment issues, assuming key point-of-contact responsibilities for all escalated issues and coordinating Accuray resources on an as needed basis to quickly resolve problems.

Essential Duties and Responsibilities:

  • Promote customer satisfaction through the timely response to customer calls, clear and effective communications with internal and external customers, and efficient repair/maintenance activities.

  • Own service operational metrics, including but not limited to PM completion rates, inventory management, customer satisfaction scores, and overall cost controls.

  • Lead and cultivate the culture of a CEO mindset, leading by example.

  • Develop and lead a highly effective service delivery team including development, staffing, training, and field service engineer effectiveness.

  • Develop and execute the customer support strategy for the region to maximize long-term installed base customer loyalty.

  • Partner with the regional sales and marketing team to build a collaborative, customer-focused relationship with our customers.

  • Drive financial growth and profitability through active support of new equipment sales, installations, upgrades, contract revenue growth and retention.

  • Promote passion for continuous improvement, ensuring overall performance of installed base is optimal and implement action plans for distressed sites.

  • Provide cross-functional leadership for all escalations in the region.

  • Provide active support for region-wide, service deployment optimization initiatives, and essential feedback in support of supply chain and education and training initiatives.

  • Drive the adoption and utilization of remote service capabilities.

  • Develop and manage an employee development strategy and ensure all employees have completed all requisite safety, technical, operational and professional training requirements.

  • Support the development and execution of employee performance management scorecard and review process.

  • Maintain and inventory of employee qualifications and future training needs.

  • Drive measurable improvements in core service delivery metrics including but not limited to: Planned Maintenance, Field Actions, Service Orders, Returned Material Authorizations, training completion, etc.)

  • Drive execution on all service and training related or otherwise assigned audits and Corrective and Preventative Actions (CAPAs.)

Qualifications:

a. Required

  • Bachelor's Degree in business, engineering or related field of study; Or Associate Degree with 6+ years of medical device service management experience.

  • Previous leadership experience in a customer-facing role.

  • Minimum of 5 years' experience in operations, field service or similar role in high technology service industry.

  • Excellent interpersonal and communication skills with the ability to communicate with employees and customers at all levels.

  • Strong ability to influence in a matrix environment.

  • Demonstrated ability to leverage cross-functional teams to solve process and operational issues/find efficiencies.

  • Strong computer/data analysis skills.

  • Strong business acumen and Profit & Loss (P&L) exposure.

  • Based in the Central portion of the U.S. and willing to travel within region and throughout U.S. as needed (up to 50%.)

  • Proven leadership skills surrounding change management and organization development.

  • Strong discipline in financial management and budgets, highly effective critical decision-making skills both on people and in the business, and a thought leader on change and continuous improvement.

  • Ability to effectively communicate deadlines, updates, issues and accomplishments, concisely, clearly and in ways that motivate others and build team spirit.

  • Results-focused with a track record of consistent achievement.

b. Preferred or Desired

  • Preferred 10 years' experience being a strategic leader in an operations, field service or similar role.

  • Advanced degree in Business.

  • Knowledge/experience in development and implementation of business performance strategies.

  • Prior work experience with a Medical Device manufacturer would be a plus.

  • Previous radiation oncology experience.

#LI-ML1

#LI-Remote

To qualify for this position, candidates must be able to furnish proof that they are authorized to work in the country they are applying on a permanent basis without sponsorship.

EEO Statement

At Accuray, our commitment to patient-first outcomes drives an inclusive and collaborative work environment where the best ideas rise to the top - and everyone works to push them further. We value diversity in both the professional and personal backgrounds of our employees, as this variety adds rich energy to every team, every project and every work day. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin - including individuals with disabilities and veterans.


We are an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
6+ years
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