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Manager, Territory Service

Omnicell, Inc Charlotte, NC
  • Posted: December 05, 2019
  • Full-Time

Are you interested in working for an organization dedicated to innovation, customer intimacy, and improving healthcare for everyone? Do you enjoy working in an environment filled with respect and integrity? Are you driven by a will to win?

You're in the right place! Since 1992, Omnicell has been inspired to create safer and more efficient ways to manage medications across all care settings. As a leading provider of solutions across the continuum of care, we offer a path to fully automated medication management infrastructure, powered by a cloud data platform that supports improved patient care, fewer errors, enhanced safety, and new opportunities for growth.

Our vision for the Autonomous Pharmacy integrates a comprehensive set of solutions powered by the Omnicell Cloud Data Platform across three key areas: Automation - solutions designed to digitize and streamline workflows; Intelligence - actionable insights to better understand medication usage and improve pharmacy supply chain management; and Work - expert services that serve as an extension of pharmacy operations to support improved efficiency, regulatory compliance, and patient outcomes. Over 5,500 facilities worldwide use Omnicell automation and analytics solutions to increase operational efficiency, reduce medication errors, deliver actionable intelligence, and improve patient safety. And more than 40,000 institutional and retail pharmacies across North America and the United Kingdom leverage Omnicell's innovative medication adherence solutions to improve patient engagement and adherence to prescriptions, helping to reduce costly hospital readmissions.

Come join our team and be inspired by care! Manager, Territory Service Omnicell has a dynamic opportunity for a Manager, Territory Service who will directly select, develop, evaluate and manage our Technical Service Engineers (TSEs) in a specific geographic region. The Manager will ensure the efficient delivery of high quality field service and customer satisfaction to our customers within a geographic region.

As Manager, you will direct the coordination and delivery of field service and support services to customers. Support services activities include: break/fix repair, preventative maintenance, proactive service delivery, application of engineering updates, and other activities related to the customer's service experience. This position reports to the Sr.

Manager, Territory Service. The ideal candidate will reside in the Central Region States: DC, KY, TN, MD, DE, VA, WV,NC, IN, OH and PA. Responsibilities: Manage day-to-day support coverage (24 x 7 x 365).

Service issue follow-up as necessary Receive and make calls to customers Coordinate with TAMs as necessary Manage TSEs in the geography to meet company guidelines for response time and service levels. Provide TSEs with access to the necessary training Provide development direction and opportunities for TSEs Manage TSE account assignments Manage logistical support for TSEs within the geography Manage 3rd Party resources within the geography to meet company guidelines for response time and service levels. Provide 3rd Party resource with access to the necessary training Manage 3rd Party account assignments Handle dispatch assignment questions from 3rd Parties Review and approval of 3rd Party invoices Communicate with the Sr.

Manager, Territory Service and escalate as necessary any customer or personnel issues. Interact with the Technical Assistance Center (TAC), Reverse Logistics (RL), and other Service functions to address specific customer issues. Conduct regular TSE ride-along and customer site visits within the geography.

Interact with Sales Reps and Implementation Resources. Participate in account review calls as needed Coordinate on customer issues which involve Service, Sales and/or Operations Monitor CRM and Reporting System for accurate reporting of customer service data within territory. Analyze territory metrics and adjust service activities as needed.

Report monthly and quarterly metrics to the Sr. Regional Territory Service Manager. Assign and evaluate MBO goals and achievements for TSEs.

Conduct annual performance reviews for TSEs. Participate in cross-functional company initiatives. Approve and monitor TSE expenses per company guidelines.

Service issue follow-up as necessary Receive and make calls to customers Coordinate with TAMs as necessary Provide TSEs with access to the necessary training Provide development direction and opportunities for TSEs Manage TSE account assignments Manage logistical support for TSEs within the geography Provide 3rd Party resource with access to the necessary training Manage 3rd Party account assignments Handle dispatch assignment questions from 3rd Parties Review and approval of 3rd Party invoices Participate in account review calls as needed Coordinate on customer issues which involve Service, Sales and/or Operations Note: The selected individual must have a valid driver license with an acceptable driving record, be able to meet company's insurance coverage requirements and have their own vehicle in acceptable working condition. Required Knowledge and Skills: Effective communication skills (verbal/written) Knowledge of CRM, ERP, Reporting Tools, Cloud-based systems, and MS Office Basic Qualifications: Associate Degree with 4 plus years of demonstrated field service experience troubleshooting and repairing electro-mechanical systems 2 years of management experience Preferred Knowledge and Skills: Bachelor's Degree Healthcare background SAP, C4C, Tableau Reporting Work Conditions: 50% Travel required Home-based office Management of a remote team Security clearance may be required On Call 24/7 Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Omnicell, Inc

Address

Charlotte, NC
USA

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