Clinical Field Service Manager Richmond

Job Description:
Minimize Directs the coordination of technical support activities including installation, repair, applications trouble shooting, post-install customer training, preventative maintenance and engineering change upgrades in accordance with customer expectations and departmental objectives. Develop a culture of customer advocacy among direct reports that aligns with corporate vision and values. Collaborate with appropriate team members to resolve customer satisfaction issues to ensure customer retention. Ensures quality records and processes are maintained according to policy. Selects appropriate technical personnel to respond to escalated situations. Maintains communication with Technical Consultation Center, Application Lab, and Field Support Engineering in resolving level II technical problems and assist with bringing problems to Product Technical Support department's attention. Selects, develops and evaluates technical personnel to ensure the efficient operation of the function. **** Recruit, hire and manage field technical support resources to meet departmental and NACO objectives. **** Mentor & Coach direct reports to achieve technical superiority while building a loyal customer base. **** Provide resource needs forecast (manpower, training, inventory, expenses, etc.) to meet departmental and NACO objectives. **** Efficiently manage resources on a daily basis to achieve expected results in customer satisfaction, on time installation, response, first time-fix rate, compliance documentation and financial objectives (revenue generation, cost containment). **** Collaborate with peers to coordinate daily workload priorities of assigned technical personnel wit Dispatch operations. ****Facilitate communication within the area (i.e. sales and support). **** Interface with Field Support Engineering team, Product Technical Support and Development Core Teams in support of product launches and product improvement initiatives.

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