Job Information
BIOMERIEUX, INC. Sr Director, Field Service Operations in SALT LAKE CITY, Utah
Description Position Summary: Provide strategic direction and leadership to the Field Service Operations organization to ensure effective implementation, maintenance, and repair of bioMerieux diagnostic solutions. Through the promotion of teamwork, cooperation, and fostering a positive work environment; drive cross-functional collaboration between Sales, Marketing, Customer Service, and other functional departments to provide the best customer experience for all internal and external customers on all diagnostic test systems marketed by bioMerieux. 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 teams to achieve the corporate goal of providing the best customer experience to all bioMerieux customers. * Establish and direct the team to achieve service revenue, operating and capital expense targets in keeping with the overall bioMerieux revenue growth strategy. * Establish and maintain through specific training and education opportunities a competent workforce dedicated to providing a high level of customer support to delight our customers. * Develop and execute a three-year business plan for the Field Service Operations organization to aid in growth and business continuity. * Coordinate and lead annual budget reviews, monthly and quarterly reviews, and periodic forecast updates with operational and senior management. * Foster leadership development within the Field Service 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. * Provide leadership and coaching to field-based team through virtual settings and/or one-on-one co-travel with direct reports. * Develop and deploy, in partnership with Sales and Marketing, an optimized installation and training processes to influence prompt "product go lives" and achieve revenue goals and forecasts. * Drive harmonization of customer experience to ensure a One bioMerieux experience across all product lines, customer call needs, process, and systems. * Enable the field team for various internal and external audit and regulatory events. * Perform all work in compliance with company quality procedures and standards. * Perform other duties as assigned. Education, Skills, and Experience: * Bachelor's degree in life sciences, engineering, business, or related field. Advanced Degree preferred. * 15+ years of relevant experience in onsite customer support or field service operations. * 7+ years of management experience leading remote or field service roles. * High school diploma/GED with 21+ years of experience in onsite customer support or field service operations also accepted * Broad knowledge of Field Service practice and principles including procedures in the Clinical Laboratory, Microbiology/Molecular Biology, and Infectious Disease testing. * Ability to travel 20% of the time. Travel is based on the business needs to include vendor and customer site visits, regional service manager visits, and/or direct team member ride alongs. #LI-US