Job Description

JOB SUMMARY:

In this role, the National Service Director (“NSD”) will work closely with the Vice President (“VP”) of National Service to manage and oversees the National Service Team throughout the entire SMS territory of North America (United States, Canada and Caribbean).

The main duties include overseeing and managing the delivery of the diagnostic imaging products and services, which are provided by our mother company, Shimadzu Corporation, Japan and other primary suppliers, to our customers (Healthcare institutions) through our organization including dealer partners. This includes ensuring that services are delivered efficiently, effectively and to a high standard.

The NSD will design plans to meet service targets, managing the Service Team, developing and cultivating relationships with clients and evaluating service costs for potential growth.

The NSD must be excellent at communicating and listening to the needs of many parties, including the Operations team, Sales team, Executive Members and ultimately Customers. This person should also be self-motivated and committed to setting and reaching service targets that increase the company’s profits and boost performance.

ESSENTIAL DUTIES & RESPOSNIBILITIES:

include the following. Other duties may be assigned by the VP of National Service .

1. Oversee the daily operations of the service department

2. Develop and execute strategic plans for the delivery of services.

3. Create and communicate service goals and ensure that the company executives are informed on the progress of those goals.

4. Create new promotional offers and services to clients/customers

5. Evaluating key metrics to gauge the quality of customer service

6. Ensure that service standards and quality are maintained.

7. Closely monitor and develop Service Manager to improve their territories in regard to service expectation for customer satisfaction.

8. Manage customer complaints and resolve issues in a timely and satisfactory manner.

9. Monitor and report on service department performance.

10. Develop and manage service goals with the VP of National Service.

11. Provide training and guidance to the service manager or staff as needed.

12. Implement new procedures and systems to improve delivery service.

13. Manage service contracts and negotiate with suppliers and vendors.

14. Build and maintain long-lasting, strong relationships with customers while partnering with them to better understand their business objectives and needs.

15. Understand industry-specific trends and landscapes.

16. Effectively communicate value propositions through presentations and proposals.

17. Ensure the proper update, maintenance, and funnel development of service development.

18. Perform regular audits to ensure adherence to standards and regulations.

19. Continually review and evaluate service delivery and make necessary improvements.

20. Develop and submit a monthly forecast of profitability in service dept. 

21. Establishes and adjusts prices by monitoring costs, competition, supply, market size and market share

22. Maintains service staff by counseling, disciplining employees, planning, monitoring, and completing job performance evaluation.

23. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies

24. Must have the capability to become quickly and proactively involved in potential customer / channel problems to resolve issues quickly.

QUALIFICATIONS:

The NSD must have a wide range of skills and industry knowledge to manage their duties effectively. These skills include: 

1. Proven experience of Service Management in healthcare business or Director in related industries.

2. Strong knowledge of service procedures and practices

3. Excellent leadership and managerial skills

4. Excellent communication and interpersonal skills

5. Ability to handle and resolve conflicts (internally and externally) effectively

6. Strong problem-solving abilities and attention to detail

7. Proven ability to drive the service process and adjust requirements as needed. 

8. Excellent listening, negotiation and presentation skills

9. Proven ability to articulate the distinct aspects of services and products.

10. Knowledge of how to develop client-focused, differentiated and achievable solutions

11. Understanding of how to position products against competitors

12. Quick decision-making and problem-solving skills

13. Ability to educate and promote radiation safety as well as work safety

14. Understanding of regulatory compliance of medical devices, including FDA, State or local authorities

EDUCATION and/or EXPERIENCE:

Bachelor’s degree in business, electronics, technology, electrical or related field

10-15 years of experience in related field.

5+ years of management experience. 

PHYSICAL DEMANDS:

Approximately 50% travel required within US and occasional visit to Corporate HQ in Japan. 

Must have the physical capability to meet the demands of the schedule (airports, hospitals, etc.).

WORK ENVIRONMENT:

This role typically works in an office environment but will require visiting various service locations.

Frequent attendance of trade shows also required.

ADDITIONAL INFORMATION:

Reporting to the VP of National Service

The salary is based on the candidate’s experience and qualifications, as well as market and business considerations.

The pay range will be $125,000-$150,000 annually. 

Great benefits including sick days, vacation, matching 401k, life insurance, tuition reimbursement, medical, dental and vision plan.

Solid company that has been around for 150 years.

Equal Opportunity Statement:  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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