Sr Director, Field Service - Charles City, United States - BioFire Diagnostics

BioFire Diagnostics Charles City, United States

3 weeks ago

Description

Sr Director, Field Service & Business Operations

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Description

Position Summary:
The Sr.

Director, Field Service & Business Operations will lead the Customer Support Organization's Field Service Operations function and Customer Service Business Operations function and will provide the strategic vision and direction for the two functions to ensure that respectively they deliver:

Timely and insightful business intelligence, KPI monitoring and supporting tools that enable the consistent, effective, and efficient delivery of best-in-class service and support.

Through the promotion of a clear vision, teamwork, collaboration, and fostering of a positive work environment both within the department and across other stakeholders, the leader will enable excellent customer experience (external and internal) and business processes that support delivering world class service levels across service support tools (digital and analogue) and continuous improvement metrics that ensure on all products & solutions sold and supported by bioMérieux have unrivalled support and service.

Provide the necessary dynamic leadership and motivational impact critical to the growth, performance, and engagement of the team by setting the overall vision, providing strategic guidance, and creating an environment of robust professional engagement.

Primary Responsibilities:

Establish the vision and lead the Field Service Operations and Customer Service Business Operations teams to achieve the corporate goals.

Responsible for the planning, organizing, and directing of the department's operations and programs.

Establish and direct the team to achieve service revenue, operating and capital expense targets in keeping with the overall bioMérieux revenue growth strategy.

Support projects across CSO for the configuration and harmonization of system solutions, training and maintenance across all CRM, Knowledge Management, Field Service Lightning, Optimization, Reporting, SAP, and Technology application areas.

Prepare and review capital budget requests, business plans and justifications for all improvements.

Interface with all levels of users in the organization to assist in defining and implementing business process requirements and changes.

Coordinates and leads annual budget reviews, monthly and quarterly reviews, and periodic forecast updates with operational and senior management.

Retains a diverse, highly qualified staff and provides career coaching, growth, and personal development for direct/indirect report employee through virtual settings and/or one-on-one co-travel.

Foster leadership development within the middle management team so as to provide a solid base on which to build a world class service organization that supports sales efforts and targets.

Prepare and execute a management succession and talent development plan for key positions within the organization.

Drive harmonization of customer experience to ensure a One bioMérieux experience across all product lines, customer call needs, process, and systems.

Enable the teams for various internal and external audit and regulatory events.
Perform all work in compliance with company quality procedures and standards.
Performs other duties as assigned.

Education, Skills, & Experience:
Bachelor's degree in Life Sciences, Medical Technology/Biomedical Engineering, Engineering, Business Administration, Business Management, or applicable field/discipline. 15+ years of relevant experience in (field) service operations, customer support, business operations and/or related field.

Advanced Degree preferred.
High school diploma/GED with 21+ years of experience in (field) service operations, customer support, business operations and/or related field also accepted

7+ years of experience in management; leading remote or field service roles preferred.

Knowledge and Abilities:
Strong English fluency with excellent communication, analytical, facilitation and problem-solving skills.
Strong business acumen, demonstrated work ethic, integrity, and professional conduct and appearance.

Broad knowledge of Field Service practice and principles including procedures in the Clinical Laboratory, Microbiology/Molecular Biology, and Infectious Disease testing.

Broad knowledge and practical experience in project management, personnel development, and leadership.
Exhibit advanced management, interpersonal, and leadership skills to drive and develop cross-functional teams.
Ability to influence change and adaptable when confronted with changes and ambiguity.
Must be able to work independently, effectively multitask to meet deadlines and competing priorities in a fast-paced environment.

Exhibit good interpersonal and diplomacy skills, excellent verbal, and written capabilities through previous experiences such as teaching, sales, or management.

Broad knowledge of the principles and practices of finance and cost-based accounting.
Expert in operation of Microsoft Windows and Office Suite of products.
BioFire Diagnostics, LLC. is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant's identity and legal authorization to work in the United States are required of all new hires.

Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal.

If you are a qualified individual with a disability, you may request a reasonable accommodation in BioFire Diagnostics' application process by contacting us via telephone at , by email at , or by dialing 711 for access to Telecommunications Relay Services (TRS).

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