Technical Services Manager

Description

The Technical Services Manager provides overall strategic direction, leadership and technical services management for biomedical and field service technicians within an assigned geographic area.

The Technical Services Manager ensures that medical equipment is appropriately received, repaired and maintained in a timely and cost-effective manner by personnel who are appropriately trained and certified, ensures that customer records and billing are accurate and complete and participates in revenue growth activity.

Knowledge and Physical Requirements

• Associates degree required but a Bachelor’s degree in biomedical engineering, electronics or related field preferred.
• 3 - 5 years of experience in supervising / managing medical service technicians or engineers.
• Knowledge of the healthcare industry, including an understanding of hospital operations, alternate care providers or medical equipment manufacturers.
• Medical equipment preventive maintenance, repair and handling experience. Able to read and understand technical manuals and electric / pneumatic schematics.
• Business and financial management expertise, including ability to manage a budget, assist with contract and account margin maintenance and support district office operations.
• Proficient computer skills, including Microsoft Office programs (Word, Excel, PowerPoint).
• Willing to work flexible hours, including evenings, weekends and holidays, as well as emergency off-hours as required.
• Valid driver’s license.
• Able to lift and / or push 75 pounds.

Behavioral Skills (How the jobholders must conduct themselves with other people.)

• Possesses quality orientation with a get it right the first time attitude.
• Complies with patient privacy laws in all matters.
• Effectively builds credibility and trust with customer administration, clinicians and staff.
• Operates with a proactive approach towards safety, health and quality in compliance with all company, governmental and customer policies and regulations.
• Maintains and projects confidence, enthusiasm and a professional image.
• Demonstrates strong communication and presentation skills (listening, writing and speaking).
• Demonstrates team orientation and shows respect for others.
• Flexible, coachable.
• Proactive and self-directed.
• Organized; prioritizes to meet deadlines.
• Customer focused; willing to go above and beyond.

Practical Skills (Tasks that the job holder must be able to do and demonstrate.)

• Provides overall strategic direction, leadership and technical services management for employees on achieving individual, department and organizational performance goals.
• Leads and manages day-to-day operations of the technical services team.
• Understands and uses effective conflict resolution skills, e.g., identifies and resolves customer and staff concerns, discrepancies and disagreements.
• Acts as primary contact with technical service customers to provide support, maintain customer relations and resolve critical customer service issues.

Also acts as liaison for manufacturers and the field service technicians on all equipment.

• Participates and partners with Divisional Directors, Customer Service Technicians, Account Executives and Operations Manager on customer meetings to promote revenue growth, cost containment and expansion of services with existing and potential customers.
• Manages customer equipment and contract information within systems, assigns service schedules and approves new equipment and equipment removal requests.
• Possesses knowledge of, and can articulate, policies and procedures.
• Manages equipment preventive maintenance, repairs and parts inventory.
• Manages internal requisitions, parts and supply inventory and purchase orders.
• Completes required documentation, reports and updates to support business.
• Ensures equipment incidents, recalls, upgrades and modifications are completed in compliance with directives and documented accordingly.
• Ensures accurate documentation for billing and regulatory compliance.
• Monitors and tracks service expenses and equipment inventory and audits field service representatives’ expenses, vehicle maintenance and time worked to assure compliance with company policy.
• Supports Operations management in District Operations Manager’s absence.
• Recruits, trains and develops technical staff. Provides cross and lateral training, emphasizing continuous improvement and teamwork, and providing on-going feedback with focused action steps for areas of improvement.
• Holds self and staff accountable for completion of assignments.
• Maintains operational budget and performance expectations.
• Possesses in-depth knowledge of business information and its inventory and billing systems.
• Proactively manages continuous improvement opportunities / initiatives.
• Performs other assigned duties.

Primary Job Location :

Boston District

Additional Locations (if applicable) :

Hartford District

Job Title :

Technical Services Manager I

Company : Agiliti

Agiliti

Location City : Andover

Andover

Location State : Massachusetts

Massachusetts

Pay Range for All Locations Listed :

$91,058.70 - $160,372.03