Field Service Customer Care Manager - Irvine, United States - Quest International

Quest International
Quest International
Verified Company
Irvine, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Job Summary:


  • Oversees IT/MD support, ensuring technical expertise.
  • Manages field service activities, monitoring SLA and KPI compliance, and optimizing resource utilization.
  • Proficiency creating and conducting training programs for Field Service Engineers
  • Reviews performance metrics, and coordinates afterhours coverage.
  • Maintains customer care excellence, resolving issues, and conducting satisfaction surveys.
  • Supports field engineers, ensures documentation compliance, and reviews expenses.
  • Prepares and delivers regular reports on operational status and meets reporting deadlines.
  • Participates in OEM product training.
  • Creates SOP as required.

Specific Required skills/knowledge:


  • Technical Proficiency: Strong understanding of IT and medical device products.
  • Analytical Skills: Ability to analyze data and make informed decisions.
  • Communication: Effective communication with various stakeholders.
  • Leadership: Ability to supervise and manage staff effectively.
  • Problem-Solving: Proficiency in troubleshooting and finding solutions.
  • Minimum of 3 years Medical Device Service Management experience required.
  • Minimum of 3 years Field Services Experience required.

Secondary skills/knowledge:


  • Project Management: Essential for coordinating new product implementations, managing contracts, and overseeing onboarding processes.
  • Financial Acumen: Crucial for managing billing processes, analyzing expenses, and recommending costsaving strategies.
  • Reporting and

Data Analysis:
Vital for generating operational reports, monitoring performance metrics, and identifying improvement areas.
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