[Hiring] Senior Manager, Regional Service @bioMérieux

Role Description

The Senior Manager, Regional Service is responsible for effectively and efficiently managing a profitable service operation within an assigned geographical area reporting to the Senior Director of Field Service Operations on tasks involving their assigned regional territory. The Senior Regional Service Manager must consistently deliver quality service in unison with bioMérieux’s strategic goals and objectives. This position requires the ability to operate all field service functions for the assigned region to provide excellent customer service and support while maintaining OPEX and REVENUE budgets.

• Build a high-quality team of field systems engineers (FSE's) that will promote the service image, reputation, and customer satisfaction necessary to support CSO goals and objectives.
• Hire FSE’s as needed to maintain regional support operations.
• Assist other Regional Service Managers with interviews and candidate screenings as needed.
• Coordinate technical and soft skill training for their FSE team to match the product installation base.
• Provide advanced coaching and mentoring to the Field Systems Engineers to grow them technically and professionally on complex topics.
• Manage business on a regional level to ensure departmental goals, both qualitative and quantitative, are accomplished and tracked monthly.
• Provide regional leadership during Regional Service Manager absences.
• Maintain and adhere to Field Service Standards of Operation business processes.
• Maintain field inventory for their team through continual inventory reporting and cycle counting throughout the year.
• Overcome the obstacle of remote employee management through frequent travel (approximately 30%) into the assigned geographic region.
• Identify and address specific areas of improvement within their region to optimize onsite service and support.
• Maintain a high level of customer satisfaction through transactional service management across their regional team.
• Deliver Operational and Financial Goals: Achieve or exceed GPS priorities, annual objectives, and regional OPEX and revenue targets.
• Lead and Develop Teams: Foster collaboration within Field Service Operations and coordinate regional meetings.
• Enhance Customer Experience: Partner with global product teams, sales, and applications counterparts to resolve challenges.
• Maintain Standards and Continuous Improvement: Uphold company standards of performance and pursue ongoing self-improvement.
• Perform all work in compliance with company quality procedures and standards.
• Perform other duties as assigned.

Qualifications

• Bachelor degree in Business, life sciences, engineering or a related field required.
• 6+ years of related experience including demonstrated ability to lead others in the area of Field service operations/management.
• Education Substitution: In lieu of a Bachelor's degree, 10+ years of relevant experience is required.
• Have and maintain a valid driver’s license in state of residence.
• Broad knowledge of the principles and practices of finance and cost-based accounting for service operations required.

Requirements

• Biomedical training a plus.
• Fundamental knowledge of the principles and practices of laboratory operations preferred.
• Medical equipment manufacturing experience a plus.

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes.
• Managing and measuring work by tracking progress, performance, and goal achievement using metrics and KPIs.
• Cross-department knowledge about the roles, responsibilities, goals, and processes of different departments within an organization.
• Create and nurture a group of individuals who work well together to achieve common goals.
• Driving continuous improvement by evaluating processes and implementing necessary changes.
• Organizing work and resources efficiently to ensure smooth operations.
• Ability to deal with difficult situations in a timely and bold manner.
• Functional skills including critical thinking, adaptability, time management, communication, problem-solving, and digital literacy.
• Communicate and guide a team towards a shared, inspiring future.
• Advanced skill in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel.

Supervisory Responsibilities

• The role includes direct supervision of 11-15 employees.
• Responsibilities span operational oversight, performance guidance, and team leadership.

Working Conditions and Physical Requirements

• Ability to remain in stationary position, either sitting or standing, for prolonged periods.
• Domestic travel: approximately up to 30%.
• International travel: approximately <5%.
• Typical Regional travel (overnight) is about 10% on average.
• Weekend/holiday rotational phone coverage for FSE On-Call teams.

Salary and Benefits

The estimated salary range for this field-based role is between $118,000 - $160,000. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux’s bonus program.

• A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options.
• Company-Provided Life and Accidental Death Insurance.
• Short and Long-Term Disability Insurance.
• Retirement Plan including a generous non-discretionary employer contribution and employer match.
• Adoption Assistance.
• Wellness Programs.
• Employee Assistance Program.
• Commuter Benefits.
• Various voluntary benefit offerings.
• Discount programs.
• Parental leaves.