About Dynex: Founded 70 years ago, DYNEX® TECHNOLOGIES, Inc., is a leading designer and manufacturer of fully automated ELISA microplate workstations, laboratory instruments and associated consumables and accessories, seamlessly integrating advanced detection with fully automated sample handling. Our talented, multidisciplinary staff includes design and service engineers, applications scientists, marketing specialists and precision-manufacturing experts. All dedicated to perpetual innovation in product design and new application frontiers to deliver cutting-edge microplate processing systems that meet the rigorous demands of the most challenging applications and ultimately improve health outcomes and enhance life.
Job Summary: Perform a wide variety of management duties to ensure market leading levels of field service support to OEM’s, distributors, and end-users. Develop strategies and tactics to maximize service contract revenue to meet business plan and objectives.
Essential Functions: Build and manage a highly responsive, well-trained, cost-effective Field Service team to help us support and differentiate our products in the US and Canada marketplace. Execute strategies to promote service revenue growth and continuously meet or exceed revenue goals. Build close relationships with sales managers to support pre/post sales activities. Manage field service and 3rd party preventative maintenance and support services activity including, customer service contracts, field trouble-shooting instrumentation, customer surveys, personnel training, and pre- and post-sales/field services. Take ownership of, and work closely with, QA, R&D and Manufacturing Operations to ensure that quality issues identified in the field are adequately addressed and resolved. Liaise at manager level with Customers, Distributors and OEM’s with regard to field service complaints and on-going field service requirements. Hire, train and develop DYNEX’s Field Service Engineers to operate at a high level of technical competence and professionalism. Act as liaison between technical support, service coordinator, and field service to maintain effective and productive communication/relationships. Oversee/monitor and ensure timely follow-up to all customer field service-related calls to ensure customer satisfaction. Ensure thorough documentation and records of customer service problems, status, and resolutions. Monitor trends in field-instrument quality and recommend corrective actions and improvements in products and documentation. Develop and enhance tools to facilitate efficient product installations, troubleshooting and repair of DYNEX automated systems and stand-alone instruments. Provide regular periodic field service summary reports of service and installations to Department Head. Critically review DYNEX service policies and protocols on an ongoing basis and modify as required to increase effectiveness. Drive metrics to measure individual service performance, service contract and customer satisfaction. Ensure the field service team strives for high levels of customer satisfaction. Take immediate action to address employee performance issues and/or customer complaints/problems. Conduct team meetings to provide updates on performance and seek feedback for process improvements. Develop rapport with other functional leaders and teams to utilize the best resources and resolve complex customer issues. Perform supervisory duties to ensure adherence to DYNEX’s business, quality and safety policies.
Supervisory Responsibilities: Manage Field Service, Service Coordinator, and service contracts activity (10-15 direct reports).
Success Factors: Proven leadership skills required to effectively contribute as a member of the DYNEX management team. Strong desire to support customers and resolve service issues. Must be hands-on and willing to perform service support duties. Positive attitude. Strong oral and written communication skills. Ability to travel (USA/Canada), and at times with short notice. Travel requirement less than 60%.
Minimum Qualifications / Education: Degree in business management, or equivalent work experience. Prior experience successfully managing a field service team, profit/loss, and service contracts, in terms of strategy and tactics with 3-5 years of experience.
Computer Skills: Proficient in CRM/service software, Word, Excel, Power Point and Outlook.
Work Environment: Field and Clinical Laboratory conditions, with domestic and international travel required, less than 60%. This position reports to the Chantilly headquarters office and is not a remote position.
Physical Requirements: Must be able to meet National Institute for Occupational Safety & Health (NIOSH) Standards.
DYNEX Technologies, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including sexual orientation and gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local law. DYNEX Technologies provides medical, dental, life and disability insurance, Section 125, 401(k), flexible schedules, educational assistance and a great work environment!
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