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Medical Device Field Service Representative

Company: Northfield Medical
Location: Columbia
Posted on: February 23, 2021

Job Description:

The Field Service Representative is responsible for the strategic management and oversight of instrument maintenance and repair activity in the assigned region. Additionally, this position will provide support to maintain and grow the customer base in the designated region.
Essential Duties and Responsibilities

  • Complete weekly contact reports and bimonthly written client satisfaction surveys.
  • Develop a knowledge and understanding of contractual provisions, including but not limited to persons responsible for making organizational decisions concerning the contracting for maintenance and repair services for each of Northfield's clients in the region.
  • Establish a relationship within each department in hospitals where our services are and can be utilized, including, but not limited to, operating room, sterile processing, supply chain services/materials management, infection prevention, and bio-med.
  • Take a primary role in the onboarding and ongoing management of new clients (schedule, RAR/CSR introductions, portal training, etc.).
  • Identify organic growth opportunites at existing accounts and report them to Regional Sales Director, Territory Manager, and Onsite Repair Specialist.
  • Identify broader opportunites for NORTHFIELD Medical to present our total perioperative services led by the Regional Sales Director.
  • Under the guidance of the Regional Sales Director, the Department of Marketing and Education and National Directors, determine who is providing maintenance and repair services to non-client institutions, and when such services are likely to be re-bid.
  • Manage the long-term objectives of personnel in the group and establish performance goals for them to meet.
  • Ensure compliance to Customer, Quality and Environmental Health and Safety requirements.
  • Frequently interact with other group managers and team leads to review business objectives and establish goals.
  • Enforce service policies and procedures.
  • Work collaboratively with internal/external groups to achieve business results, integrating the diverse perspectives of individuals of different backgrounds.
  • Proactively understand customer expectations/customer needs and collaborate with operations teams to develop processes to meet expectations for service, turntimes, quality, etc.
  • In collaboration with Business Intelligence team, review and analyze available reports/data regarding completed repairs and those in process to understand trends, inconsistencies, and/or improvement opportunities.
  • Liaise with client and operations teams to meet client expectations.
  • Prepare and review with various analyses and reports of different aspects of the business with clients.
  • Provide documented follow up to management identifying at which accounts the number of trays/instruments presented by the client per visit may be enhanced.
  • Deliver continuing education units to our customer aimed at improving the care and handling of the devices serviced.
  • Attend and participate in regional based conferences supporting the healthcare industry and vendor fairs, as necessary.
  • Attend local professional networking groups such as IAHCSMM, AHRMM, AORN, etc.
  • Conduct preventive maintenance inspections and deliver results with identified recommendations for improvements.
  • Facilitate pick up and delivery of urgent repair needs with strategic customers.
  • As needed, coordinate service efforts and coverage for instances where unexpected mobile lab or equipment failure may cause service disruption.
    Education and Experience: The requirements listed below are representative of the knowledge, skill, and/or ability required. Required:B.S. degree or equivalent work experience
    Prefered:
    • Five years of account Management and/or Sales/Customer Service experience
    • Strong leadership and managerial skills
    • Excellent verbal and written communication skills
    • Experience in service delivery logistics and cost efficiencies
    • Proven track record in matrix management of geographically dispersed staff
    • Excellent customer service and customer relationship building skills
    • Proficiency with MS Word, MS Excel, MS Powerpoint, and ability to learn company specific programs
    • Ability to travel on short notice

Keywords: Northfield Medical, Columbia , Medical Device Field Service Representative, Sales , Columbia, Missouri

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