Service Operations Manager

Service Operations Manager

 

Hill-Rom has been an industry leader in providing customers with high-quality, innovative products and outstanding services in the health care industry since 1929. The company is a subsidiary of Hillenbrand Industries (NYSE:HB) and currently employs more than 6,500 people worldwide, including approximately 2,000 at its global headquarters. Our mission is simple: Everyday we strive to make a positive difference in the lives of patients and those who care for them.

 

Hill-Rom offers its associates challenging work experiences, a collaborative team environment, and an atmosphere to continually develop your career. However, the strongest reason for working at Hill-Rom is the opportunity to put your passion for making a difference to work.

 

We are currently looking for a Service Operations Manager for our San Francisco, CA location. We offer an excellent compensation package and comprehensive benefits, including: competitive salary, 401K, Medical, Dental, Vision, Life Insurance and tuition reimbursement.

 

JOB SUMMARY:  The Service Operations Manager will provide direct supervision, leadership, coaching, and daily direction for a single or multi-site (sometimes geographically disbursed) locations consisting of 10 to 15 non-exempt associates.  The Service Operations Manager has the overall responsibility for training and performance in the areas of safety, continuous improvement, and following service operation procedures and work instructions for a technical and customer service focused team, as well as maintaining effective relationships with customers.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 

· Establish strong communication links with sales team to review financial and profitability goals, customer service plans and growth opportunities across the rental, purchased and Asset Advantage businesses.

· Establish good working relationships with sales colleagues, as well as with other departments, external customers and suppliers(Ensure cross functional cooperation and success).

· Development of staff and self through regular meetings and one-to-one interfacing.

· Conduct quarterly/annual APEX reviews to ensure performance expectations are set, monitored and executed.

· Execute change initiatives and create an environment for open, continuous and proactive communication.

· Conduct quarterly/annual APEX review of A2 manager to ensure performance expectations are set, monitored and executed.

· Responsible for the achievement of cost targets, customer satisfaction, associate development, and operational improvements.

· Achieve Operational Results.

· Direct responsibility for assigned inventory accuracy.

· Must demonstrate, instruct and ensure the strict compliance with all federal, state, and local regulations and company policies.

· Directly responsible for the achievement of all key and operational measures – in the areas of safety, development, customer satisfaction, operational improvements, and cost containment.

· Preparation of business cases to justify personnel or equipment requirements, and to be involved in the acquisition of those requirements.

· Assist in the meeting of all revenue goals by providing the highest level of customer service and through the cooperation with local sales efforts.

· Maintain appropriate cost measures to achieve results within the planned expense targets.

· Maintain excellent customer satisfaction throughout full service offering in acute care, long-term care and home care.

· Meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc.

· Develop and present quarterly business reviews to customers.

· Effective problem identification and problem solving.

· Ensure Regulatory Compliance.

· Participate in and lead safety initiatives, including investigation of recordable incidents and implementation of counter-measures to improve safety.

· Other duties may be assigned.

 

EDUCATION AND/OR EXPERIENCE REQUIRED:

 

· High School Diploma required, Bachelor’s Degree preferred.

· A minimum of 2 years supervisory experience.

· Previous work experience in the medical equipment field a plus.

· Must have working knowledge in all areas of company or customer owned products for Rental, Asset Advantage, Capital and Outsourced Medical Equipment (OME).

· Proficient computer skills.

· Proven qualifications in Customer Relationship/Satisfaction, Integrity, Continuous Improvement, Action taking/Results, Development of staff, Communication Skills and working as part of a team.

· Consistently meets or exceeds work requirements.

· Must be recommended by current supervisor.

· Must live within geographic area assigned or be willing to relocate.

· Overnight travel is required.

 

To apply, please click the following link:

https://v2.projectix.com/hill-rom/jobboard/NewCandidateExt.aspx?__JobID=1542
 

At Hill-Rom, we strive to build a diverse work force through equal opportunity employment that embraces and leverages the differences each individual has to offer.

 

M/F/D/V

 

NOTICE: All applicants receiving offers of employment will be required to pass a drug screen and criminal background check as a condition of hire.  It is the policy of the Company to maintain a safe workplace free of the influence of illegal drugs and to vigorously comply with the requirements of the Drug Free Workplace Act of 1988.