Job Description

Our mission is to exceed our customers' expectations as their most reliable, innovative, and trusted lab resource. We achieve this by partnering with customers to solve their most pressing day-to-day challenges and always holding ourselves to a higher standard of product quality, exceptional service, and unmatched support.

Summary/objective

The Regional Service Manager will lead and manage the field service operations within a geographical service area. This role focuses on implementing effective service delivery, managing service teams, depot operations and ensuring high levels of customer satisfaction. The ideal candidate will provide leadership and structure to optimize service processes and business performance.

Essential functions

1. Team Leadership & Management:

• Lead, manage, and support regional field service teams to achieve operational excellence and high customer satisfaction.
• Establish clear goals and performance metrics for field service teams and ensure alignment with company objectives.
• Conduct regular performance reviews to assess and improve team effectiveness.
• Facilitate regular team meetings to address operational issues, share best practices, and promote a collaborative work environment.

2. Operational Oversight:

• Oversee and optimize regional service operations to ensure efficient and effective delivery of services.
• Implement and enforce standardized processes and procedures to ensure consistency and quality in service delivery.
• Monitor and manage service performance metrics, identify areas for improvement, and implement corrective actions as needed.

3. Customer Experience Management:

• Ensure service interactions meet or exceed customer expectations, promptly addressing any service issues or complaints.
• Act as a point of contact for escalated customer issues and work towards swift resolutions.
• Collaborate closely with Service Coordinators to support effective dispatching and scheduling of technicians.
• Develop and implement solutions to enhance the overall customer experience and resolve service-related problems.
• Ensure that all service activities comply with company policies, industry regulations, and safety standards.
• Collaboration with Customer Service and Support Group (CSSG):
• Work closely with Service Coordinators to provide input on technician assignments, service area coverage, and workload balancing.
• Support the CSSG in resolving scheduling conflicts, prioritizing urgent service requests, and ensuring optimal technician utilization.
• Provide feedback and guidance to Service Coordinators on field service priorities and customer needs.

4. Revenue & Margin Management:

• Identify opportunities to improve service margins through operational efficiencies and cost control measures.
• Collaborate with sales and marketing teams to drive service-related sales initiatives and promotions in the Region.
• Oversee service-related revenue and expenses within the region, ensuring that financial targets are met.

5. Compliance & Safety:

• Ensure that all service activities adhere to company policies, industry regulations, and safety standards.
• Promote and enforce safety protocols and best practices to maintain a safe working environment for service teams.

6. Reporting & Documentation:

• Maintain accurate records of service activities, performance metrics, and customer feedback.
• Prepare and submit regular reports on service operations, highlighting key performance indicators and areas for improvement.

Competencies

• Bachelor’s degree in business administration, Engineering, or a related field. Relevant certifications are a plus.
• Minimum 5 years of experience in a field service management role with a focus on operational execution.
• Proven track record in managing service teams and optimizing service delivery processes.
• Strong organizational, communication, and problem-solving skills.
• Ability to analyze operational data and implement effective solutions.
• Proficiency in service management software and tools.
• Willingness to travel within the region as needed
• Experience working with dispatching teams or coordinators in a service-oriented environment
• B to B experience preferred

Travel required

• Travel as needed to different regions to visit technicians, supervisors, and customers, up to 75% within the continental US

Avantik is an integrated medical products and services company delivering superior quality instruments, reagents, consumables, and service to the anatomic pathology market consisting of hospital, reference, and physician office laboratories in the US. The company is headquartered in Montville Township, NJ.

Avantik’s experienced team and consultative partner approach integrates consumables, service, equipment, and education so that labs focus on what matters most - having everything under control in their laboratory to deliver fast and accurate diagnoses. Avantik offers a full line of consumables and reagents for the histology lab sourced and private label Avantik branded and by distribution of other brands. Avantik has serviced all brands of OEM histology lab equipment for over 40 years and offers best-in-class responsiveness and an industry leading 97% first time fix-rate.

Avantik offers a team orientated, customer service focused environment with competitive compensation, bonus programs, medical (company covers 80% of the cost), dental and vision insurance, 401K (with a match) and more.

Learn more at

Avantik is an Equal Opportunity Employer.

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