Area Service Manager

• This position requires frequent travel between teams of technicians (both field-based and in an onsite repair lab in Boston) and hospital Customers in various locations across the territory of Massachusetts, New Hampshire, Rhode Island, and Maine. The team is comprised of approximately 15 direct report technicians.
• You must live in (or be willing to relocate to) a state within this territory in order to be considered for the position.
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  This role is approximately 50% remote (working from home) and 50% field-based (both local and overnight travel within the multi-state region), with those percentages varying depending on the needs of Customers and the employees you manage.
  
  

• You will own Customer Satisfaction, retention, and revenue attainment within your territory.
• You will represent Service in escalations, critical meetings, and highvisibility engagements. This will include preparing and presenting operational and financial analytics and insights.
• You will identify organic growth opportunities within existing accounts.
• You will participate in opportunity management efforts, including RFI/RFP responses, operational feasibility review, service modeling, and solution development for potential Customer contracts.
• You will hire, train, coach, and develop fieldbased technicians and supervisors. This will include collaboration with your HR partner to conduct timely performance management.
• You will identify and resolve resource constraints, adjusting staffing and skill alignment to meet demand.
• You will ensure the safety, maintenance, and regulatory compliance of lab facilities and of the mobile repair fleet, ensuring all vehicles and drivers meet DOT requirements.
• By thoroughly understanding complex Customer contracts, you will ensure delivery of performance metrics, SLAs, and reporting requirements.
• You will contribute to operational planning, forecasting, budgeting, and expense control, supporting the delivery of financial targets, margin performance, and P&L objectives.
• You will maintain consistent communication with employees and leadership regarding goals, milestones, performance, and operational updates.
• You will collaborate with other internal teams, such as Sales, IPT, Surgical, Mobile SPD, and Consumables, to deliver cohesive service solutions.

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:

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  Extensive training and career development opportunities

  
  
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  Competitive pay and quarterly incentive plan

  
  
• Flexible Paid Time Off
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  Medical, vision, dental, life insurance, short term disability, and paid parental leave

  
  
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  401(k) with a company match

  
  
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  Tuition assistance

  
  
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  Business travel and all related expenses paid

  
  

• A Bachelor's degree is required (or an 8 additional years of experience in lieu of degree, as specified below).
• At least 6 years of verifiable work experience, including 2+ years leading teams.
  
  
  
  • (Note: In lieu of a Bachelor's degree, at least 14 years of work experience, including 2+ years spent leading teams, are required.)
  
  
  
  
• Leadership experience in military, sales, or industry-related environment is preferred.
• Must have experience in resource planning, managing employee performance, and basic P&L/budget reporting.
• Must have strong conflict management skills.
• Must have strong verbal and written communication skills and ability to meet tight deadlines in a fast-paced environment.
• A valid driver's license is required.
• Must have intermediate skill with Microsoft Office applications and the ability to navigate multiple systems and create/distribute reports.
• Must be able to travel 50% or more, including overnight travel, both throughout the territory and to corporate locations for meetings and training.