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Service Expert - Radiology -(Southeast USA) 

Service Expert – Radiology - (Southeast USA)

PURPOSE

The primary purpose of this role is to support both regional and national responsibilities, playing a crucial part in advancing the overarching goals and objectives of the US commercial business. This position will focus on enhancing service operational effectiveness and efficiency, ensuring that the service team operates in a streamlined and lean manner through effective talent sourcing and training. The role will emphasize the importance of team morale and engagement, fostering a positive culture within the service team while also serving as a mentor to team members. Acting as a liaison between area leadership and the service team, this position will facilitate both tactical and strategic execution of initiatives, influencing outcomes that align with the organization’s objectives. Compliance with all applicable regulations and standards is paramount, as is the commitment to customer satisfaction and responsiveness, particularly during contract negotiations or when addressing escalated issues related to personnel or equipment. The incumbent will uphold Bayer’s professional image and brand preservation in all interactions with customers, ensuring that financial objectives are met while promoting and preserving service programs. In addition, this role is responsible for providing customers with direct answers to inquiries related to product, service sales, and product performance that have been escalated beyond the local level. The position will also ensure that all work performed within the region meets the quality standards set by Bayer, the FDA, and other relevant quality organizations. Driving service training and onboarding initiatives will be essential to maintain high standards and support the continuous development of the service team.

The span of coverage will be Florida, Georgia, South Carolina, North Carolina, Virgina and West Virginia. Up to 50% within the territory. The candidate must be domiciled within the territory and preferably within the North or Central Florida area as that is the center of the territory.  

YOUR TASKS AND RESPONSIBILITIES

• Provides service business expertise to the organization including intimacy with industry trends and competitive landscape to inform service strategy development in alignment with organizational goals and objectives;
• Leverages a strong foundation with customers including OEMs to collaborate with the regional leader to develop and implement customer-centric solutions;
• Works closely with customer and product squads to develop strategies for improving service delivery and operational efficiency;
• Adept at partnering with Radiology customers to clearly understand their goals and needs and applies strong product and service offerings to ensure Bayer is their preferred service partner. Ensures training and on-boarding activities including HR and field service operations systems are adequate and appropriately employed to ensure new hires are well-versed in meeting their role requirements;
• Conducts service review meetings with clients as needed to review performance, gather feedback, and identify opportunities for enhanced service delivery;
• With a strong understanding of the service business provides valuable input into Field Service talent sourcing decisions, existing employee performance management activities and supports activities to address employee performance deficiencies;
• Establishes key field service performance indicators (KPIs), assists with monitoring and evaluating performance indicators to ensure service safety, quality and compliance, efficiency and cost targets are met or exceeded;
• Prepares performance reports for periodic reviews with regional leadership highlighting trends, challenges, and opportunities for improvement and leads or participates on projects to continuously improve field service operation effectiveness and efficiency;
• Ensures accurate service activity records including: time and attendance reporting, work orders, service calls, and customer feedback;
• Acts as a point of escalation for complex radiology equipment and service issues that field representatives encounter, leveraging appropriate resources for in-depth analysis and solutions;
• Act as a liaison between clients and the engineering team, ensuring that client issues are resolved swiftly and satisfactorily;
• Support and/or conduct training sessions for new engineers on equipment operation, maintenance and troubleshooting techniques, customer interactions, operational efficiency and service commercial operation’s needs;
• Organize workshops and refresher courses on emerging technologies and updates in radiology equipment to keep the team informed and skilled;
• Lead and/or support new product development and launch activities and efforts to research and implement technologies that enhance Bayer's service processes and employees;
• Accompany field representatives on ride-a-longs as needed to provide hands-on support, coaching and guidance in the interest of continuous learning and improvement.

WHO YOU ARE

Bayer seeks an incumbent who possesses the following:

REQUIRED QUALIFICATIONS

• Associate’s Degree in Electronics, IT Networking, Computer Science, Business Administration or relevant discipline with several  years of applicable experience or Bachelor’s Degree in relevant discipline with several years of applicable experience or equivalent Military Experience/ Training in areas such as Electronics, Aviation, IT, Computer Science or relevant training with significant years of applicable experience can be considered in lieu of a degree.
• Management/supervisory experience required with demonstrated ability to motivate and engage employees;
• Demonstrated negotiation and customer relationship management skills including promoting field service programs;
• Strong understanding of technical trade skills in areas such as electrical installation and troubleshooting;
• Financial experience with budgeting and cost management;
• Proficiency with service tools and systems; examples may include CRM systems, ServiceMax, organizational databases;
• Demonstrated ability to work in a face paced, self-directed environment with excellent verbal and written competencies;
• Ability to prioritize individual workload and team tasks to ensure business goals and targets are achieved;
• Strong Microsoft Office product suite skillset;
• Ability to provide strategic and operational direction to internal and external teams;
• Ability to travel within assigned territory and nationally and must hold a valid driver's license.

PREFERRED QUALIFICATIONS

• Associate’s Degree in Electronics, IT Networking, Computer Science, Business Administration or relevant discipline with at least 8 years of applicable experience or Bachelor’s Degree in relevant discipline with at least 6 years of applicable experience or equivalent Military Experience/ Training in areas such as Electronics, Aviation, IT, Computer Science or relevant training with at least 10 years of applicable experience can be considered in lieu of a degree;
• Over 3 years of management/supervisory experience with demonstrated ability to motivate and engage employees;
• Demonstrated knowledge of Medical Device & Radiology business;
• Prior Sales and or Field Service experience.

Employees can expect to be paid a salary between $92,492.00 to $143,490.00.  Additional compensation may include a bonus or commission (if relevant).  Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc. 

This salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors.

This posting will be available for application until at least 4-30-25.

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