[Remote] Field Operations Manager - Surgical Equipment Repair

Note: The job is a remote job and is open to candidates in USA. Agiliti hires a Field Operations Manager to provide strategic oversight and leadership for its Surgical Equipment Repair field operations. The role manages and develops field teams, monitors operational performance and customer experience, and supports service delivery, revenue forecasting, and customer proposals.

Responsibilities

• Lead and manage operations for the Surgical Equipment Repair Field operations team (SER FOT), inclusive of OSERS, OSERS-FL, MIRSS, and/or IM personnel to ensure that business operations are aligned with financial and quality goals and are focused on customer experience
• Assume primary responsibility for ensuring that Agiliti’s SER field staff are both technically qualified and competent to perform their instrument repair and customer service responsibilities
• Foster accountability, teamwork, and mutual trust and respect through coaching and mentoring activities
• Recommend and review specific performance and productivity metrics to assess performance
• Evaluate employee performance, clarify opportunities, and continuously enhance company direction
• Develop requirements and standards for the organization and layout of parts and equipment in mobile vans or in-house labs, either at customer locations or free-standing, staffed by OSERS, OSERS-FL, MIRSS, IM personnel to service a client base (where applicable)
• Continually monitor and manage divisional operational efficiencies
• Maintain Agiliti’s current customer base by monitoring the delivery of Agiliti’s Value Proposition
• Work collaboratively with the Division Operations Manager toward ensuring that Agiliti’s OSERS, OSERS-FFL, MIRSS, and IM personnel field staff are technically qualified and competent to perform their service responsibilities
• Manage weekly cadence call process with SER FOT
• Work collaboratively with the Division Operations Manager on the selection, screening, management, and development of all SER FOT
• Recruit, develop, and manage staff to include selection, work allocation, training, coaching, and mentoring, problem resolution, performance evaluation and feedback and correction actions
• Consult on the operational requirements for the development of proposals and customer sales presentations
• Ensure teams are achieving weekly/monthly objectives
• Work closely with other SER Sales and Operations personnel to deliver contractual SLA’s
• Evaluate the proficiency of field-based SER FOT to undertake and manage their day-to-day service responsibilities, including their ability to interface with client personnel professionally and effectively in the perioperative services and supply chain areas
• Field co-travel to provide instruction and receive feedback on the delivery of SER services
• Participate in and support Onsite and IR Send-In revenue forecasting
• Monitor customer, market, and competitor activity and provide feedback to executive and leadership teams
• Drive a strong culture and environment that supports and enables all employees to be successful
• Create a common vision for consistently superb levels of service
• Perform other duties as required, including onsite truck repairs when needed

Skills

• B.S. degree or equivalent Surgical Equipment Repair work experience
• Ability to read, write and speak English proficiently
• Excellent verbal and written communication skills
• Experience evaluating, training, and managing remote employees
• Proficiency in Microsoft Office 365 and ability to learn company specific programs
• Demonstrate in-depth SER knowledge
• Willing and able to respectfully identify, raise and resolve issues getting in the way of providing excellent service to customers
• Strong affinity for Agiliti's core competencies
• Understand Agiliti's Quality Policy and applicable objectives/metrics
• Proven leadership and team building skills
• Strong troubleshooting/critical thinking skills
• Excellent written and verbal communication skills
• Time management and organizational skills
• Experience developing and understanding performance metrics
• Acute-care environment experience, SPD/OR preferred
• Experience effectively managing and maintaining client relationships
• 1-3 years' leadership experience

Benefits

• For regular, full-time, non-union employees: health insurance options for Medical, Dental & Vision plans
• For regular, full-time, non-union employees: Short- and Long-Term Disability plans
• For regular, full-time, non-union employees: Flexible Spending Accounts
• For regular, full-time, non-union employees: Health Savings Accounts
• For regular, full-time, non-union employees: Life Insurance Options
• For regular, full-time, non-union employees: Paid Time Off
• For regular, full-time, non-union employees: 401K Saving Plan with employer match
• For regular, full-time, non-union employees: Employee Discounts
• For regular, full-time, non-union employees: Tuition Reimbursement
• For regular, full-time, non-union employees: Daily Pay program
• For regular, full-time, non-union employees: Employee Assistance Program
• For regular, full-time, non-union employees: wellness programs
• Hybrid work arrangement
• If vaccination is required, Agiliti will cover the expense at a participating clinic.

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