Regional Service Manager - South Central

Are you the person who is going to fill this role? 

The Regional Service Manager oversees and manages the daily operations of a team of Field Service Engineers within a designated region. This role ensures the delivery of high-quality service to customers, adherence to company policies, and accountable for operational & performance targets. The Regional Service Manager acts as a key liaison between the field team, customers, and corporate leadership. 

You’d love to join our team because: 

• We provide ongoing professional development and instruction because growth is one of our core values. 
• We offer competitive benefits and perks. 
• We believe in the power of having fun and have a regular calendar of ways for team members can connect and build community. 
• The medical imaging industry is a stable and growing worldwide market. Pulling in over $40 billion in revenue in 2023, the medical imaging industry is anticipated to grow by 4.9% by 2030.  
• We are jointly owned by Siemens Healthineers® and CommonSpirit Health® while we continue to maintain our core values which were developed over the course of 26 years as a family-owned company.  

Essential Functions and Job Duties:

• Business Management: Plan and manage the Block Imaging Service business for the customers in the assigned region. 
• Serve as the primary point of contact for customers, ensuring optimum service levels and maintaining high customer satisfaction by representing their needs ('Voice of the Customer') to internal teams.
• Administrative/Other Tasks: Perform administrative and other tasks required of the position, that support Block Imaging, Service, and the assigned customer.
• Meet all Key Performance Indicators (KPI’s) of the business for the assigned customer.  
• Where applicable, manage training for personnel resources to ensure only trained personnel are servicing equipment.
• Foster strong relationships with Service and Sales teams for strategic collaboration while acting as Voice of the Field, driving continual improvement for our people & processes.
• Understand the organizational structures of both the client and Block Imaging to facilitate effective communication and service coordination.
• Accountable and supports all aspects of service delivery and daily operations.

Role Competencies:

Daily Operational Activities:

• Immediate availability to oversee all operational activities.
• Receives system status alerts and provides regular communications to key customer contacts on all service activity, with a specific focus on down system and limited operation events.
• Actively uses all information available on dashboards and reports to identify specific equipment which are causing customer distress.  Implements corrective action plans.
• Communicates information between customer and Block Imaging stakeholders in Sales & Service.
• Engages in technical escalation management by supporting the process with all parties, including technical support resources.  Communication to customer is an essential part of this activity.
• Acts as liaison between Block Imaging service team and in-house services when applicable.
• Flexibility in schedule during training sessions or critical onboarding weeks.
• Support all service-based financial approvals & processes including PO management, billing validation, invoice auditing, working closely with Accounts Receivable and Contract Administrators.
• Manages escalations between internal and external service providers.
• Weekly Operational Activities: 
• Reviews Preventative Maintenance (PM) schedules and completion activity with local FSE and Customer Service Reps to help deliver 100% compliance.
• Assists with inventory control by identifying and verifying equipment locations.
• Assists with project management activities and installation activities through participation in conference calls.
• Helps track/manage any local depot inventory (repair parts classified as depot level storage).
• Supports local service team through interaction and engagement with support vendors.
• Monthly/Quarterly Operational Activities:
• Identifies high down time and high-cost systems and communicates with sales team and customer to avoid customer dissatisfaction.
• Lead Regional Performance Dialogues with internal teams to share outcomes, address concerns, and align on service improvements.
• Ongoing customer engagement through the reporting of service performance and dialogue of future needs, expectations & strategy during scheduled meetings, and Quarterly Business Reviews (QBRs).

Education or Relevant Experience:

• Education: Bachelor’s degree in business or equivalent preferred  
• Experience: Three to Five years’ experience in service management or equivalent experience.

Supervisory Responsibilities:  

• Field Service Engineers

Minimum Physical Expectations:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you have any questions, please contact Human Resources.

• Physical activity that requires often bending, stooping, reaching, climbing, kneeling and/or twisting. 
• Physical activity that sometimes involves pushing and/or pulling over 25 lbs. but not more than 75 lbs.
• Physical activity that sometimes involves lifting over 25 lbs. but not more than 75 lbs.
• Physical activity that requires keyboarding, sitting, phone work and filing.

Travel Requirements:

• Willingness to travel up to 50% to deliver QBRs and customer face time.
• Physical activity that requires travel, and flexibility of schedule. 
• Job may include occasional driving of rental vehicles.
• Regional travel may be to states such as TX, NM, OK, AR, TN, LA, MS (South Central Region) 

Work Environment Expectations:

Temperature, noise level, whether the job is inside or outside, and other factors that will affect the person’s working conditions while performing the job.

• Physical activity that sometimes requires exposure to loud noises that do not require ear plugs.
• Physical activity that often requires exposure to machinery.
• Physical activity that sometimes requires exposure to hazardous materials (MSDS available).

The base pay range for this position is:

• Min $90,000 - Max $140,000  

Base pay offered may vary depending on job-related knowledge, skills, and experience. Block Imaging offers a variety of health and wellness benefits including paid time off and holiday pay. 

Cultural Fit:

Exhibit the Block Core Values of Growth, Integrity, Together, and Honor. Make choices that contribute to the development and reinforcement of the core values.

Why Block Imaging?

When the unexpected happens: an injury, an illness, an accident, the healthcare professionals that diagnose and treat these issues need tools they can rely on. That’s where Block Imaging comes in. If you’re looking to join a team that not only provides a positive work environment, but also creates a real-world impact, the Block Imaging team is worth your consideration.

Life at Block Imaging

Don't be fooled by our casual attire. Though casual in dress, we are an innovative group focused on making great business decisions. We've built our culture on transparency, authenticity, and teamwork. We strive to work hard and play hard; and we enjoy Summer BBQs, Holiday Parties, Annual Retreats, Book Clubs, Lunch & Learns, and the occasional Ping-Pong and Foosball Tournaments to let off some steam.

Benefits and Perks

We live out our mission, People Matter, through the care and benefits we provide our team.

• Health, Vision, Dental & More: Competitive insurance coverage including - medical, dental, and vision coverage.
• Paid Time Off: Full-time team members start at 19 days of PTO and receive two “people matter” days for volunteering in your community.
• Profit Sharing: Annual bonus to team members based on meeting company profitability goals.
• Investment Plan/Budgeting: 401(k)investment planning with a variety of options for deferrals and a generous company match. And financial planning tools and training.
• Tuition Assistance: Split the cost of qualified tuition expenses up to 50% of the total cost up to a maximum of $1,000 per calendar year, increasing to $2,500 after two years. This education may include college credit courses, continuing education unit courses, seminars and certification tests that are beneficial to both the team member and the organization.
• Environment: Casual dress, BBQs, holiday parties, book clubs, lunch-and-learns, and many more community-driven opportunities to bond as a team and grow as an individual.

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.