Region Manager, Onsite Service - Dallas/Ft. Worth, TX

Company: KARL STORZ Endoscopy - America Careers
Location: Santa Monica
Posted on: November 20, 2023

Job Description:

ROLE OVERVIEW

KARL STORZ is currently seeking a Region Manager, On-site Service to join the Field Service Department's Protection 1 - Services Group. This person will manage our team of On-site Endoscopic Specialists based in the Central US territory.

Hired candidate can reside anywhere in Dallas/Ft. Worth, TX, Oklahoma, or Louisiana. With travel throughout the North Texas area.

Reporting to the Area Manager, Onsite Services, the primary responsibility of this role is to manage a team of Onsite Endoscopic Specialists that will provide onsite service support for Protection 1 - to KSEA clients.

It is the responsibility of the manager to carry out company policies the Onsite Endoscopic Specialist (OES) team. It is the manager's responsibility to assist the team in reaching assigned repair goals in a fiscally prudent way by interfacing with KSEA sales repair administration and logistics. The manager is also responsible for all operating expense management, as well as hiring, training and the daily personnel management in their assigned areas.

KEY RESPONSIBILITIES

• Ensure KARL STORZ Service goals and benchmarks are achieved for all On-site Endoscopic Specialists within the defined territory.
• Provide daily supervision of all field based On-site Endoscopic Specialists ensuring that all KARL STORZ policies and procedures are followed.
• Interface with all On-site Endoscopic Specialists accounts on a regular basis, developing relationships with key hospital staff and surgeons to ensure Service needs meet the customer's expectations.
• Develop contingency plans for team time off and provide support and coverage as needed for all accounts.
• Provide support to the OES team during large preventive maintenance checks and Health Stream in-services.
• Assist in managing audits and inventory control.
• Manage On-site Endoscopic Specialist teamwork schedules to ensure adequate coverage and support for all accounts.
• Encourage consistent quality improvement and learning for the On-site Endoscopic Specialist team.
• Act as a partner to KARL STORZ Sales and On-site Endoscopic Specialist teams to manage instrument repair issues within accounts across territory.
• Gather and track key, relevant hospital account data and summarize to supervisor. Metrics and status will be delivered in a timely manner to reflect the dynamic and changing needs of the account.
• Collaborate and strategize with sales executives to improve customer service experience within the OR setting.
• Timely and effectively communicate customer pain points, as well as provide feasible proposals on improvement.
• Observe, collect, and communicate key data on competitive accounts.
• Monitor OES daily activity, ensuring OES is providing maximum value to the customer by educating and training staff in surgical instrumentation care and handling practices.
• Conduct yearly performance reviews for On-site Endoscopic Specialists.
• Identify, develop, and train staff on potential new service programs.
• Partner with Human Resources to counsel/coach any performance issues as deemed necessary. REQUIREMENTS
  
  Our successful candidate will have excellent written and spoken English language business communication skills. They will also have demonstrated success working in a collaborative, service-oriented team environment.
  
  Additional requirements include, but are not limited to:
  • A minimum education level of a bachelor's degree or equivalent related experience.
  • A minimum of 3 years of experience in medical repair or sales; preferred background in surgical technology, central sterile processing, or nursing.
  • Knowledge of service-related call-points i.e. Central Processing Dept, Operating Room and Bio-Med.
  • Ability to manage OES field activities included but not limited to, daily troubleshooting of operating room equipment, preventative maintenance checks, in services and reporting.
  • Recruiting/interviewing skills.
  • Possess training skills.
  • Budgeting and expense control skills.
  • Ability to provide input toward the on-going development and expansion of the On-site Endoscopic Specialist program.
  • Ability to critique and set direction for the On-site Endoscopic Specialist team.
  • Demonstrated technical proficiency in related software including MS Office and SAP.
  • Ability to effectively prioritize tasks in a project management fashion.
  • Possess exceptional organizational skills and the ability to multi-task. Essential Function
    • Must be able to maintain productive working relationships and treat fellow employees with respect.
    • Has contact with: Both internal and external customers
    • Physical requirement/Demands: Must be able to be on their feet for extended periods of time including going up and down stairs and navigating multiple departments within the hospital facility.
    • Mental requirements/Emotional Demands: Must be able to work in the perioperative arena with exposure to sounds, sights, and smells and have the ability to remain calm during stressful situations.
    • Interpersonal and communication skills: Must have solid interpersonal and communication skills.
    • Successful completion of a background check and drug test for safety sensitive positions.
    • This position requires daily driving to geographically dispersed accounts.
    • Candidates must have a valid driver's license in the state where the vehicle will be operated or in the state of residence. Preferred, not required:
      • A minimum of 3 years' experience in a management/supervisory level role or equivalent experience. #LI-KM1
        
        Your Benefits
        • Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!*
        • 3 weeks vacation, 11 holidays plus paid sick time*
        • Up to 8 weeks of 100% paid company parental leave**
        • 401(k) retirement savings plan providing a match of 60% of the employee's first 6% contribution (up to IRS limits)
        • Section 125 Flexible Spending Accounts
        • Life, STD, LTD & LTC Insurance
        • We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
        • Fitness reimbursement of up to $200 annually
        • Employee referral program of up to $2,000 per hire
        • And much more!
          *Field sales, internships, and part-time employees are not eligible except where required by state law.
          Non-employees, including temporary workers and consultants, are not eligible to participate in the KARL STORZ benefits program.
          **To include, maternal/paternal leave, adoption, and fostering of a child.
          
          KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.
          
          Credentialing requirements at KARL STORZ
          
          KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.
          
          Pay Transparency
          
          The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member's base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.
          
          Equal Employment Opportunity & Reasonable Accommodation Statement
          
          KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at taoperations@karlstorz.com.
          
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Keywords: KARL STORZ Endoscopy - America Careers, Santa Monica , Region Manager, Onsite Service - Dallas/Ft. Worth, TX, Executive , Santa Monica, California