Job Title
Biomedical Area Service Manager - Midwest Zone
Job Description
The Biomedical Area Service Manager position is responsible for managing a large comprehensive or geographically dispersed Multi-Vendor site(s). The position is also responsible for managing the biomedical resources and the customer relationships and revenue associated with the site(s). Visibility and partnership with all pertinent service providers for all modalities in support of all elements of service and compliance.
Your role:
PEOPLE LEADERSHIP
• Effectively recruit, onboard, and integrate new hires into team
• Develop and coach direct reports.
• Develop and lead people managers.
• Lead and cultivate a culture of Philips values and integrity
• Foster a high performing team through active communication, leadership and example. Support effective interactions among team members (i.e. actively listen and seek to understand other's viewpoint; work together to get things done)
• Ensure direct reports are aware of how their work aligns with the business’s strategic priorities.
• Participates in Customer Care Team activities and operate cross-functionally in the Zone with Sales
• Create a team environment that fosters common purpose for the Biomedical department and promotes job satisfaction, customer focus, and increased productivity
• Understand and utilize motivational tools to drive desired team behaviors and results
• Drive desired team, region, and zone behaviors and results
• Complete annual Key Areas of Responsibility and Goal assignments and mid-year PPM evaluations and ensure Employee Development plans are in place for all direct reports
• Participate in Region Customer Care Team meetings.
CUSTOMER OWNERSHIP:
• Own and drive business strategy and results.
• Develop and implement service strategy to achieve customer loyalty.
• Manage customer relationships and effectively partner with Sales counterparts.
• Drive a customer solution focused operating model.
• Drive strong customer satisfaction results.
• Ensure escalation processes are followed.
• Attend quarterly customer meetings.
• May be requested to serve upon or provide consultation to various hospital committees or teams as requested by the customer.
• Identify, execute and share customer service best practices.
OPERATIONAL MANAGEMENT:
• Own and drive operational performance and compliance
• Utilize computerized maintenance management software for asset management.
• Coordinate schedules to ensure continued customer support.
• Partner effectively with Business Operations to drive efficiencies, productivity, and the execution of business commitments
• Be prepared for and successfully complete Annual Quality Assessment Tool surveys and all State and Federal Audits (CAP, TJC, DNV, etc.)
• Be prepared for and successfully complete all annual internal and external quality surveys.
• Own and drive operational performance and compliance for assigned area.
• Ensure region/sites adhere to all regulatory and compliance requirements and execution
• Understand customer contract entitlements and ensure your team meets required response times, deliver service per the customer entitlement, and obtain POs for any service delivered outside of customer entitlements.
• Ensure accurate inventory of equipment is maintained, submit timely quarterly reconciliations, recommend equipment coverage adjustments as appropriate
• Ensure that Preventive Maintenance is performed properly and completely.
• Ensure your sites have clean and organized shops that maximize efficiency.
• Ensure that all equipment is properly labeled with applicable repair status.
• Ensure all work orders are appropriately auditing work orders for billable opportunities
• Develop and execute PRIDE problem solving mechanisms and daily management to ensure productivity throughout the Zone
• Optimize workforce development to ensure field is optimized to serve the customer
FINANCIAL ACCOUNTABILITY:
• Owns and drives financial business results to meet/exceed AOP targets for Revenue, Contribution Margin Rate, and Gross Margin.
• Develop business plans to drive growth and productivity while improving efficiencies and controlling expenses.
• Ensure your team submits Billable “Out of Contract” expenses monthly and billable SWO repair events upon completion.
• Create and introduce cost reduction initiatives with the team.
• Partner with sales to acquire new business and expand existing business.
• Manages standby and OT of the field
• Ensure that biomed quarterly reconciliations are performed on time and signed off by the Customer.
You're the right fit if:
• Bachelor’s Degree or equivalent work experience, including 5+ years leadership experience and/or project management experience.
• Strong working knowledge of state and federal regulations with the ability to ensure department readiness for state and The Joint Commission or DNV inspections.
• Effective communication skills including demonstrated stand-up presentation skills, group facilitation and ability to effectively interact with customers.
• Excellent interpersonal skills with ability to interact effectively in a team-based organization and with management and individuals across all department and organizational levels.
• Understands the healthcare industry, organizational structure, and current trends.
• Experience in project management and change management.
• Advanced PC skills with demonstrated knowledge of Microsoft Office.
• Strong listening, analytical and problem solving skills.
• Ability to work individually and under minimal supervision to include a mixture of both remote and office environments leading on-site and/or remote workforce.
• Flexible work style and ability to adapt to internal and external customer requirements.
• Experience partnering across departments to grow, enhance and support the business.
• Demonstrated ability to motivate, lead, coach and develop direct reports.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.
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Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.
