Regional service manager 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 makes treatment 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
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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.

Rush Truck Centers is the largest network of heavy- and medium-duty truck dealerships in North America, selling and servicing Peterbilt', International', Mitsubishi Fuso', Ford', Hino' and Isuzu' trucks at over 120 state-of-the-art facilities in 22 states. We provide a full range of aftermarket solutions, backed by a $250+ million parts inventory, over 2,400 service bays and 26 collision centers. Full-service truck leasing and rentals are available, as well as financial and insurance services.

The Regional Mobile Service Manager ensures that qualified mobile technicians perform repairs correctly and efficiently and that the service departments assigned to maintains a consistently high level of customer satisfaction.

Rush Truck Centers opens the door to the world of opportunity. We are the largest network of commercial vehicle dealerships across the US representing truck and bus manufacturers. Our franchises include Peterbilt, International, Hino, Isuzu, Ford, IC Bus and Blue Bird. We offer a rewarding career as a leader in the transportation industry. Grow with us as we continue to expand our network of locations and services.
Responsibilities:

+ Recruit, hire, and motivate qualified mobile service technicians. Assist in developing and mentoring technicians with support of regional leadership.

+ Perform all necessary diagnostic and documentation functions on the company computer system.

+ Greet customers and communicate clearly and professionally any changes in repair(s) that would affect cost and/or delivery expectations.

+ Schedule mobile technicians for daily repair work that match their skill level to ensure quality as well as scheduling off time.

+ Provide technical support for technicians when necessary.

+ Ensure repairs are charged out correctly, i.e. warranty and/or policy repairs.

+ Check progress (W-I-P) of each repair order throughout the day.

+ Maintain high-quality service repairs and minimizes comebacks. Conduct periodic spot checks of completed jobs for thoroughness and quality. Perform quality checks on completed jobs, or verify with technician or paperwork technician turns in.

+ Understand and ensure compliance with manufacturer warranty and policy procedures.

+ Ensure that all department employees receive appropriate manufacturing training.

+ Establish and maintain customer follow-up program to confirm customer satisfaction with their service experience.

Benefits:

We offer exceptional compensation and benefits, 401K and stock purchase, incentives for performance, training, and opportunity for advancement - all in a culture that appreciates and rewards excellence, a positive attitude and integrity.

Basic Qualifications and Attributes:

+ High school diploma or general education degree (GED).

+ Two years' or more related experience and/or training; or equivalent combination of education and experience.

+ Must possess a current and valid commercial driver license with a driving record that meets the insurability guidelines set forth by the company's insurance carrier.

+ Appropriate manufacturer training.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

This job posting does not state or imply that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties requested by their leader.

Innovative manufacturer of zero-emission vehicles

Leader in transportation electrification in North America

It's us!

Every day, in our own way, we help improve our environment and our society.

Come build the future with us!

Here's why you should join our team:

* You'll work in an exciting and constantly evolving work environment (you won't get bored with us)!
* Work/life balance: When you need to take time off for you and your family, no worries - and no questions asked!
* You want to change the view from your office window? No problem, we're all for working from home!
* We offer (rock-solid) insurance coverage, and a great employee assistance program!
* At Lion, your career potential is limitless!

In this role you will be responsible of all the operations of our experience center. Providing oversight, guidance and coaching for the entire team and working closely with the head office team in taking Lion Electric to the next level in the Western Canada area.

As part of your daily work, you would have to :

* Optimize the service and parts department performance and ensure repairs work orders are completed in a timely and efficient manner ;
* Plan and coordinate the installation of tooling, equipment, and departmental supplies to minimize customers repairs and downtime ;
* Plan and prepare monthly, quarterly and annual forecasts and budgets ;
* Act as the main liaison between customers and Lion Electric for all urgent matters and communicate to internal stakeholders ;
* Ensure customer overall satisfaction by addressing their needs quickly and effectively ;
* Establish and maintain a positive relationship with Property Management and work with them for specific building needs & requirements. (Local fire codes / site inspections & building lease requirements)
* Implement and maintain all hazardous materials that may be on site ;
* Contact utility agencies for water, sewer, gas, electric, etc ;
* Act as main liaison with contractors for facility improvements and ensure work is completed as quoted ;
* Support the recruiting and hiring process ;
* Manage teams and ensure to build a positive culture ;
* Responsible for ensuring all department staff are licensed, qualified and certified, as required by law.

What you'll need to succeed :

* Knowledge of the truck/bus industry market and trends ;
* Understanding of automotive/trucks, parts, and service operations ;
* Leadership skills ;
* Excellent Customer service skills ;
* Excellent decision-making skills ;
* Proven track record for setting and achieving performance goals ;
* Experience managing multiple business priorities in a rapidly growing setting ;
* 5+ years of experience in a similar role ;
* Valid Driver's license.

We can't wait to talk with you!

The Lion Electric is an Equal Opportunity Employer

We provide equal opportunity to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, mental or physical disabilities, veteran status, and all other characteristics protected by law. As a federal government contractor, we take affirmative action on behalf of minorities, females, individuals with disabilities and protected veterans. We are ADA compliant and provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations

Job Benefits

* Flexible work schedule
* Group insurance coverage
* Opportunities for advancement
* Access to professional development
* Competitive salaries
* Exceptional work environment