Territory Service Manager EIMEA – SOUTH

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Job Description

POSITION TITLE: Territory Service Manager EIMEA – SOUTH

SUMMARY:

The Territory Service Manager is responsible for managing Service Delivery employees and Distributors in the Territory, addressing Customers and Distributors Service needs.

Cooperating with all EIMEA departments, this individual will be responsible for growing, stabilizing, and managing the service delivery to Accuray Customers, Directs and/or Distributors, in multiple countries within the EIMEA region. 

The person in this role be expected to ensure overall Distributor and/or Customer satisfaction with Accuray products and services within our current and future installed base. The Territory Service Manager will deploy the Service Delivery strategy in the Territory to sustain growth and target excellence of the Service Delivery organization, creating a “Best-in-Class” Field Service and/or Distributors networks focusing on Customer satisfaction.

REPORTING TO/DEPARTMENT:

This position reports to the Director of Field Service – Western Europe and is home-office based in South Territory (Italy or Spain).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

DISTRIBUTORS MANAGEMENT EIMEA (if applicable)

• Establish strong relationships with Distributors and serve as the front-line representative for the Operations Team.
• Evaluate Distributor capabilities and strengths, assisting Regional Business Directors in selecting Distributors (evaluation of operational capabilities prior to enrollment), then maintaining and evaluating them continually. This might include transitioning between Distributors.
• Align and adjust processes for efficient Distributor management to match performance of the EIMEA Direct markets.
• Interface with Distributors, and the Regional Business Director if needed, to provide input on Service pricing, support programs, Service Marketing and Business activities to insure successful Business and Service results.
• Assist in developing effective metrics to gauge the performance of the Distributors and continually review performance against those metrics.
• Evaluate and implement changes in Distributor agreements as needed.

DIRECT CUSTOMERS MANAGEMENT EIMEA (if applicable)

• Provide leadership for the growth, development, and mentoring of the Field Service organization, focusing on Customer satisfaction, employee development, processes, and organizational excellence.

• Support implementation of field service strategy plan future staffing requirements and recruit qualified personnel as appropriate.

• Foster team spirit and coach team members with integrity.
• Directly manage Deputy Service Manager(s) (if applicable), Senior Field Service Engineers, and Field Service Engineers, overseeing work activities and performance assessments.
• Conduct and document weekly team teleconferences to maintain open communication, address issues, and provide closed-loop feedback on outstanding matters.
• Manage Field Service’s schedules and work priorities to ensure timely response to Customer requirements and optimize Customer satisfaction.
• Supervise the on-call process for after-hours and weekend coverage, ensuring compliance with the local legislation and a healthy work-life balance.
• Review and approve team expense reports and travel expenses, ensuring appropriate management of Field Service expenses.
• Regularly evaluate and address the performance of direct reports and implement career development plans, including succession planning.
• Take actions related to Customer satisfaction programs, such as Net Promoter Score (NPS) results.
• Provide backup during the absence of the Service Delivery & Revenue Director or other Service Managers if needed.

PERFORMANCE REPORTING (DISTRIBUTOR AND/OR CUSTOMER DIRECT)

• Implement the long-term Customer and/or Distributor fulfillment strategy and drive continuous favorable trending in service profitability and performance.
• Secure Service Revenue from the Territory, managing the sales of service agreements to Customers and/or Distributors to minimize vacancy rates, and the sales of Spare Parts. Assist the other Operations teams to meet Product and Service Revenue targets.
• Partner with Business counterpart if needed, to ensure profitable execution of service contracts through effective negotiation. Use effective account management practices to minimize Customers and Distributors disputes or concerns while fostering proactive and predictive account management.
• Assist in preparing tender responses and related agreements.
• Work with Accounts Receivable to support payment of overdue service invoices.
• Own the overall Service Delivery performance: be accountable for Operations Key Performance Indicators in the Territory, including timely documentation of work activities and inventory management.
• Report summary information for management review (service performance; parts usage and return; warranty and maintenance contract field activities, ...).
• Proactively monitor and analyze site downtime, looking for correlations and escalating issues to management. Review Customer and/or Distributor issues, ensuring concise and accurate communication to proper Accuray personnel and developing action plans for sites with issues.
• Supervise requests for technical and mandatory training for Distributors and/or Accuray direct reports, and Customer on-site personnel, ensuring compliance with Accuray Learning Management Systems, in collaboration with Technical Support when possible.

• Work with the others Territory Service Managers and EIMEA Operations teams to share and establish best practices in the Region. Build a valued, credible, positive, and collaborative relationship with Accuray Business, Marketing and Finance departments.

• Facilitate inter and intra-departmental communications, seeking efficiencies and sharing best practices globally.
• Actively support global projects implementation into the Distributor and/or Customer network to improve Service Operations. Lead or be the EIMEA Service representative for EIMEA projects.
• Develop and drive a work culture committed to compliance, quality, and Customer focus in the Distributor and/or direct Customer network.
• Derive cost-effective operational service solutions and ensure work adheres to Accuray’s Quality Processes.

SAFETY AND QUALITY (DISTRIBUTOR AND CUSTOMER DIRECT)

• Collaborate with HSE and Radiation Safety Manager EIMEA to ensure safety compliance and resolution of workplace issues.
• Ensure safety and quality considerations and requirements are proactively addressed and implemented. Address and report in a timely fashion safety and quality issues raised by customers, Distributors or staff.
• Supports Accuray’s Quality System and Safety and Health Program by following procedures and mentoring others.

The incumbent may be asked to perform other function-related activities in addition to the above-mentioned responsibilities as reasonably required by business needs.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in engineering or physics.  Other qualifications with significant related work experience may also be considered.
• Minimum 5 years of management/leadership experience within the high technology service industry or 3+ years of experience managing Accuray Operations teams. Other qualifications with significant related work experience may also be considered. Prior work experience with a Medical Device manufacturer would be a plus.
• Strong leadership/managerial skills with the ability to develop a high-performance team.
• Must have excellent oral and written communication skills and be able to develop positive business relationships. Good interpersonal skills with ability to build trusting relationships.
• Demonstrates strong negotiation, influencing and analytical skills.
• Must possess an ability to prioritize and work well under pressure.
• Capability to work home-based while keeping a high standard of motivation, professionalism, and Ethics.
• Experience in basic administration of Windows-based computer hardware, software, and networking would be an advantage.
• Fluent reading, writing and speaking in local language(s) and English.
• Must be comfortable with extensive travel (up to 60% travel time), sometimes on short notice, and occasional after-hours support requirements.

To qualify for this position, candidates must be able to furnish proof that they are authorized to work in the country they are applying on a permanent basis without sponsorship.

EEO Statement

At Accuray, our commitment to patient-first outcomes drives an inclusive and collaborative work environment where the best ideas rise to the top — and everyone works to push them further. We value diversity in both the professional and personal backgrounds of our employees, as this variety adds rich energy to every team, every project and every work day. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin – including individuals with disabilities and veterans.