- Establishes and maintains close working relationships with the customer, Service Leadership, Sales Representatives, Field Service Engineers, and Service Coordinators, and other support team members.
- Understands the organizational structure of the client’s business, along with that of the Block Imaging service and sales support teams.
- Is the “Voice of the Customer”.
- Acts as the main point of contact for all customer communication and interaction with internal sales and service organizations.
- Supports all aspects of service delivery and daily operations.
- Manage Biomed Managers at assigned Hospitals to ensure daily operation and effective service delivery to maintain customer expectations, regulatory compliance and financial performance.
- Business Management: Plan and manage the Block Imaging Service business for the assigned customer.
- Customer Satisfaction: Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction with Block Imaging.
- Administrative/Other Tasks: Perform administrative and other tasks required of the position, that support Block Imaging, Service, and the assigned customer.
- Meet all Key Performance Indicators (KPI’s) of the business for the assigned customer.
- Where applicable, manage training for personnel resources to ensure only trained personnel are servicing equipment.
Daily Operational Activities
- Immediate availability to oversee all operational activities.
- Physical visits to all main sites as contractually obligated and required by Leadership.
- Receives system status alerts and provides regular communications to key customer contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls.
- Actively uses tools and systems to ensure regulatory compliance
- Analyzes and interprets AR status and provides guidance and recommendations to internal partners.
- Communicates information between customer and Block Imaging’ stakeholders (Sales & Service).
- Engages in technical escalation management by supporting the process with all parties, including technical support resources. Communication to customer is an essential part of this activity (in addition, provides the sales team with regular updates).
- Analyzes PM and UI activity for all FLs at the assigned customer sites and communicates directly with CSE and CCC resources to help deliver 100% compliance.
- Assists with billing validation, oversees the PO process (to include creation and approval request for vendor services). and performs any other service-based administrative activity.
- Manages escalations between internal and external service providers.
- Computerized Medical Management System (CMMS) Dashboard review.
- Multi-Vendor (MV) Parts ordering/facilitation.
Weekly Operational Activities
- Reviews PM and UI schedule and completion activity with biomed management and onsite technicians at assigned client hospitals.
- Assists with inventory control by identifying and verifying equipment (FL) locations.
- Assists with project management activities and installation activities through participation in weekly conference calls.
- Works with Program Director to help qualify inventory and billing.
- Helps audit invoices and works with Accounts Receivable (AR) credit and collection for both contract and T&M billing.
- Helps track/manage any onsite inventory (repair parts classified as depot level storage).
- Supports local service team through interaction and engagement with support vendors.
Monthly/Quarterly Operational Activities
- Schedules face-to-face meeting with appropriate customer representatives.
- Collaborates with RSM, PD and ZD to conduct Quarterly Business Review (QBR).
- Tracks and reports Clinical Education and Technical Training balances.
Education: Bachelor’s degree in Business or equivalent preferred
Experience: Three to Five years experience in service management or equivalent experience.
Minimum Physical Expectations:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you have any questions, please contact Human Resources.
- Sitting or standing for long periods of time
- Physical activity that requires keyboarding, typing and reading on a computer, sitting, phone work and filing.
- Talking on the telephone and in person.
- Physical activity that sometimes involves lifting over 25 lbs. but not more than 50 lbs.
· Physical activity that sometimes requires exposure to loud noises that do not require ear plugs.
· Physical activity that often requires exposure to machinery.
· Physical activity that sometimes requires exposure to hazardous materials.
Exhibit the Block Core Values of Growth, Integrity, Together, and Honor. Make choices that contribute to the development and reinforcement of the core values.
- Meeting deadlines.
- Improving efficiency of installations.
- Evaluate the effectiveness of compliance with safety procedures and regulations.
- Review of the data base for current and accurate data.
- Assess the technical knowledge and ability to maintain and install equipment.
- Feedback from management, co-workers, customers and vendors.
- Review of Performance Evaluation.
- Other key performance metrics.
Why Block Imaging?
When the unexpected happens: an injury, an illness, an accident, the healthcare professionals that diagnose and treat these issues need tools they can rely on. That’s where Block Imaging comes in. If you’re looking to join a team that not only provides a positive work environment, but also creates a real-world impact, the Block Imaging team is worth your consideration.
Life at Block Imaging
Don't be fooled by our casual attire. Though casual in dress, we are an innovative group focused on making great business decisions. We've built our culture on transparency, authenticity, and teamwork. We strive to work hard and play hard; and we enjoy Summer BBQs, Holiday Parties, Annual Retreats, Book Clubs, Lunch & Learns, and the occasional Ping-Pong and Foosball Tournaments to let off some steam.
Benefits and Perks
We live out our mission, People Matter, through the care and benefits we provide our team.
- Health, Vision, Dental & More: Competitive insurance coverage including - medical, dental, and vision coverage.
- Paid Time Off: Full-time team members start at 16 days of PTO and receive two “people matter” days for volunteering in your community.
- Profit Sharing: Quarterly bonuses to team members based on meeting company profitability goals.
- Investment Plan/Budgeting: 401(k)investment planning with a variety of options for deferrals and a generous company match. And financial planning tools and training.
- Tuition Assistance: Split the cost of qualified tuition expenses up to 50% of the total cost up to a maximum of $1,000 per calendar year, increasing to $2,500 after two years. This education may include college credit courses, continuing education unit courses, seminars and certification tests that are beneficial to both the team member and the organization.
- Paid Parental Leave: Team members who request Parental Leave under this policy will run concurrently with leave under the FMLA. The Company will provide up to three-weeks of paid maternity leave for the team members own medical recovery following the birth and three-days of paid paternal leave following the birth of own child to care for and bond with child
- Environment: Casual dress, BBQs, holiday parties, book clubs, lunch-and-learns, and many more community-driven opportunities to bond as a team and grow as an individual.