National Service Manager

JOB TITLE: National Service Manager
REPORTS TO: SVP, Commercial Strategy
STATUS: Full-Time/Exempt

JOB PURPOSE:

This position is primarily responsible for managing the national service of our medical division.

ESSENTIAL FUNCTIONS:

• Manage technical service-related operations for the organization
• Develop & implement changes to service policies & procedures to improve workflow &
• ensure professional & timely service
• Review performance of the service group & third-party service providers to determine
• areas needing training &/or improvement
• Guide the service group with goals & objectives to meet current & future service needs
• Drive organization management initiatives that contribute to long-term service
• excellence
• Work effectively with the service team to monitor, log, resolve & escalate service issues
• Enhance coordination & communication between the various business groups
• Coordinate with all sales staff to provide consistent & comprehensive service support to
• all end users.
• Schedule & coordinate sales force training on product installation & operation
• Assist sales force with staff & end user training as needed
• Interact with customers at a technical level, as required
• Answer daily service related phone calls from the Eastern & Midwestern regions
• Recommend changes to products or services to fulfill customer needs
• Ensure product repairs are conducted timely & on-site when appropriate or shipped to the
• nearest service center
• Handle service contracts & related service issues
• Support key accounts on escalated issues including dealers & customers to ensure all
• service needs are met
• Evaluate the need for third party support in service areas & implement when reasonable
• Plan, coordinate & attend division trade shows as required
• Create & manage the annual budget for division trade shows, including efforts to minimize
• additional costs & expenses
• Provide support to service & sales with travel as required
• Responsible for the overall direction, coordination, and evaluation of the service department
• Carries out supervisory responsibilities to include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
• Other duties as assigned

REQUIRED QUALIFICATIONS:

• A minimum of 4 years related experience required
• Bachelor's degree or 7+ years related experience and training
• Familiarity with a variety of service concepts, practices and procedures
• General networking knowledge
• Experience with fundus photography
• Ability to interpret safety rules, operating and maintenance instructions, policies and procedures, reports, and graphs
• Ability to write routine reports to include corresponding graphs
• Effective problem-solving skills
• Strong verbal and written communication skills
• Basic computer and software skills (database, inventory, internet, spreadsheet, OPS, WPS, remote access, and file transferring software)

The information presented, while not an exact or exhaustive listing, describes the work, performance standards, and qualifications typically required of employees in this job. A specific position description or employee performance plan may differ as long as it is consistent with the core responsibilities, standards and qualifications for that job.

Kowa is committed to provide equal opportunity, employment, and advancement opportunities to all individuals. Kowa does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, protected veteran, pregnancy, status as a qualified individual with a disability, or any other characteristic protected by Federal, State, or Local Laws. Employment decisions at Kowa will be based on merit, qualifications, and abilities.