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Omnicell, Inc. Senior Manager, Territory Field Service in Phoenix, Arizona

Senior Manager, Territory Field Service

Location Phoenix, AZ

Job Category Field Service

Employment Duration Full-Time Regular

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Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically transform the way they manage medications, so they can achieve the vision of the Autonomous Pharmacy. Thousands of hospitals, pharmacies, skilled nursing facilities and care homes trust Omnicell to provide continuous innovation. They need us to deliver solutions to meet the ever-evolving challenges of the healthcare landscape. We encourage creative problem solving and outside-the-box thinking that only a diverse, well-rounded workforce can bring.

Join us as we build on our powerful combination of advanced automation, predictive intelligence, and expert services to create a safer future for patients—one where medication errors are a thing of the past. You’ll be joining an organization whose culture encourages individual development, rewards intellectual curiosity, and embraces an inclusive environment. Join our growing company and help shape the future at Omnicell!

Senior Manager, Territory Field Service

Omnicell has a dynamic opportunity for a Sr. Manager, Territory Field Service! The Sr. Manager directs the coordination and delivery of field service and support services to all customers within a designated territory. Service activities includes: break/fix repair, preventative maintenance, proactive service delivery, application of engineering updates, and other activities related to a customer’s service experience.

The Sr. Manager directly selects, develops, evaluates and manages Technical Service Managers, and directly or indirectly selects, develops, evaluates and manages Technical Service Engineers and 3 rd Party service providers in the territory to ensure the efficient delivery of high quality field service to our customers. You will report to the Sr. Director of Field Service and be responsible for communicating with the Director of Service and escalate as necessary any customer or personnel situations.

Note: Ideal candidate can reside anywhere in the Western Region of the US.

Responsibilities :

  • Manage service delivery, service quality and customer satisfaction within the territory.

  • Visit customers in the territory on a regular basis to communicate all facets of the Omnicell Customer Experience and to get feedback on how well we are delivering the Customer Experience to our customers

  • Complete long term planning for service delivery in the territory

  • Manage 24 hour/7day week support coverage within territory.

  • Manage use of 3rd party service providers within territory and plan for future use (increase or decrease) of 3rd parties within territory.

  • Manage all large field service projects within the territory

  • Develop and improves processes, systems, and tools to better deliver Field Services and all Services to customers in the territory

  • Share process, system, and tool improvements across all territories.

  • Interact with Sales Directors, Operations Directors/TOMs and TAMs

  • Participate in regular territory review calls

  • Coordinate on customer issues and process issues which involve Sales/Ops/Service

  • Lead and participate in cross-functional company initiatives.

  • Analyze territory metrics and adjust service processes as needed.

  • Report monthly and quarterly metrics to the Service Director.

  • Determine, along with the Director of Service, the team’s quarterly MBO goals

  • Conduct annual performance reviews for Territory Service Managers.

  • Monitor and manage team expenses per company guidelines.

Required Knowledge and Skills:

  • Strong verbal and written communication skills

  • Strong presentation skills

  • Strong proficiency with CRM, ERP, Reporting Tools, Cloud-based systems, and MS Office

Basic Qualifications :

  • Bachelor’s Degree and at least 4 years’ field service experience with a minimum 7 years in a people management capacity, OR Associate Degree/Technical Certification with 5 years field service experience with a minimum of 9 years in a people management capacity, OR a High School diploma/GED with at least 6 years field service experience with a minimum of 10 years in a people management capacity.

Preferred Qualifications:

  • Healthcare background

  • MBA

  • SAP, C4C, Tableau Reporting experience

Work Conditions :

  • 50% Travel required

  • Home-based office

  • Management of a remote team

  • Security clearance may be required

  • Available 24/7

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.