Direct and lead a national Service Technical Operations organization with primary responsibility for National Technical Support, New Product Introduction, ASSIST/InTouch Call Center andCanon Medical Systems' technical relationships. Develop and implement programs that improve productivity, revenue, profitability and customer satisfaction for the Service organization.
* Direct the Service headquarters support operations to ensure the goals and objectives for the department are in support of Field Operations as well as the overall vision for Service.
* Drive the overall product issue process, from coordinating the identification of product issues affecting the national field service organization to resolving those issues with Canon Medical Systems Corporation's Ownership extends from assessing compiled product issues to securing Canon Medical Systems Corporation's response to produce issue feedback to ensuring the national field organization implements Canon Medical Systems Corporation's resolutions.
* Drive efficiencies across the national field organization that result in expanded technical proficiency and incremental financial improvement. Efficiency metrics include, but not limited to, first time fix rate, dispatch avoidance rate, and remote diagnostics utilization rate.
* Negotiate with Canon Medical Systems Corporation on reimbursement for Canon Medical Systems Service activities related to FMI's, product issues, customer issues and installation efficiency.
* Ensure the National Support organization is a "one stop shop" for customers and Customer Engineers (CE's) to call in for services requests, technical support and work order debrief.
* Expand the skills for the Field Operations organization by ensuring a comprehensive technical education program is delivered to the field, headquarters, and customer based groups, and collaborate with other Canon Medical Systems departments to develop executive, managerial, and technical training programs.
* Measure and monitor equipment performance in the field to identify problems and recommends modification to improve reliability and/or serviceability. Identify areas of poor productivity and implement programs to improve including installation, equipment repair and parts repair.
* Respond to and manage critical tasks as assigned by the Vice President of Service.
* Represent Canon Medical Systems in Canon Medical Systems Corporation's global products and initiatives as required (e.g., North American 3-Pole project).
* Manage all administrative functions, including the development of semi annual budget process, full supervisory oversight and development and coaching of employees, and handling of other administrative processes.
* Develop Technical Service strategic plans and objectives consistent with corporate goals; plans and develop operating budgets for department activities and services as the interface between field service organization, R&D, hardware/software engineering and manufacturing. Ensure serviceability, determine test equipment needs, etc.; review product design and modifications to ensure serviceability.
* Perform other duties as assigned.
Job Qualifications
* Keen ability to grasp diagnostic imaging technology, terminology, and industry practices. Strong ability to effectively converse with imaging professionals.
* Experience in managing a cross-cultural international relationship, with a proven ability to lead and influence without absolute authority.
* Strong computer systems orientation, with proficiency in the Microsoft suite of products.
* Excellent verbal and written skills, including the effective use of tact and diplomacy.
* Team player with excellent organizational, multitasking, and delegating skills.
* Develop and maintain effective internal and external working relationships.
* Four year degree in a related business or technical field or equivalent. MBA preferred.
* Ten years managerial experience at a national level leading support, field, or general operations. Prior industry and/or modality experience preferred.
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