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Manager Field Service

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Location
Toronto, ON
Job Type
Direct Hire
Date
Jun 20, 2018
Job ID
2591592

JOB RESPONSIBILITIES

 Provide leadership and guidance to improve a Field Service Engineer’s territory management, overall technical, and customer relationship skills. Ensure all field service staff is aligned per corporate guidelines and training. Ensure all service manuals and technical updates are being followed exactly as written. Provide service/support to customers with regard to instrument maintenance, calibration, troubleshooting and repair. Provide service/support to customers with regard to instrument maintenance, calibration, troubleshooting and repair.

 

MINIMUM REQUIREMENTS

BS/BA in related field or equivalent experience • Requires a minimum of four years related experience including two years field service territory management/account assignment. • Previous supervisory experience a plus • Ability to oversee technical and non-technical aspects of Field Service Engineers • Basic knowledge of electronics, medical terminology, chemistry and diagnostics • Good interpersonal and communication skills • Ability to work in a fast-paced environment and maintain a professional attitude • Basic knowledge of immunology and immunoassay technology • Working knowledge of good manufacturing practices (GMPs) • Understanding of good laboratory practices and techniques • Knowledge of and skill in using Microsoft Office applications • Ability to work independently • Ability to oversee training sessions and performance reviews for personnel where needed/applicable • A thorough understanding of budgeting concepts

 

Job Purpose: Provide leadership and guidance to improve a Field Service Engineers (FSE’s) territory management, overall technical, and customer relationship skills through scheduling of appropriate training. Ensure all field service staff is aligned per corporate guidelines and training. Ensure that all service manuals and technical updates are being followed exactly as written. Provide service/support to customers with regard to instrument maintenance, calibration, troubleshooting and repair.

 

Essential Functions: Provide leadership and support to the Field Service Engineers (FSE’s) to ensure a high level of service for customers while meeting and exceeding company objectives and goals. * Spends minimum 50% of time in the field reviewing FSE work habits and customer interactions through partnerships or individual follow-up. * Provide service and support to internal and external customers with regard to instrument installation, maintenance, calibration, troubleshooting, and repair. * Organize resources (headcount) and work assignments to gain maximum efficiency and job enrichment i.e., work teams, territories, special assignments. * Provides timely response to customer inquiries and complaints and ensures compliance with agreed upon customer requirements. * Inspires and motivates team members to deliver consistently excellent customer service. * Prepares and delivers timely and accurate performance appraisals for all direct reports. * Approves all timecard and expenses for all direct reports. * Work with Director of Field Service and Customer Care to recruit, interview and hire new FSE’s. * Maintains positive and productive relationship with other functional groups. * Provide counsel, direction and opportunities to employees to assist in improving their performance on current job and preparation for future responsibilities. * Ensure maximum service profitability through monitoring and management of parts consumption and departmental expenses. * Provides proper direction to support team/marketplace achievements of service goals and objectives including cost per system per month, mean time between failure, repeat visit analysis, response time, and PM completion objectives. * Oversee training of new employees to assure optimum motivation and retention of staff. * Establish and communicate responsibilities and expectations to employees to assure mutual understanding of results expected. * Participate in training processes that are designed to develop a highly skilled workforce capable of delivering results consistent with corporate goals and objectives. * Develop leadership competencies and hold FSE’s accountable for work aligned with corporate objectives.

 

Minimum Qualifications: Requires BS/BA in related field or equivalent experience * Requires a minimum of four years related experience including two years field service territory management/account assignment. Previous supervisory experience a plus. * Ability to oversee technical and non-technical aspects of Field Service Engineers * Basic knowledge of electronics, medical terminology, chemistry, and diagnostics * Good interpersonal and communication skills including: ability to put others at ease, elicit information, provide timely communication, develop and maintain good employee and customer relationships * Ability to work in a fast-paced environment and maintain a professional attitude * Basic knowledge of immunology and immunoassay technology * Working knowledge of good manufacturing practices (GMPs) * Understanding of good laboratory practices and techniques * Knowledge of and skill in using Microsoft Office applications * Ability to work independently * Ability to oversee training sessions and performance reviews for personnel where needed/applicable * A thorough understanding of budgeting concepts – whether this be salary, business expenses, and/or other costs of doing business

 

 


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KNG gets high demand for professionals in R&D, Engineering, Chemistry, Science and technology, manufacturing, Quality, Regulatory affairs, Process, and Facilities.

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