Field Service Manager

3 giorni fa

San Donato Milanese, Italia Zimmer Biomet A tempo pieno

**Requisition Number**: EMEA09124

**Employment Type**: Full-time

**Location**: San Donato Milanese Mi

**Job Summary**:
Zimmer Biomet is a world leader in musculoskeletal health solutions. Our team members are part of a company with a heritage of leadership, a focus on shaping the future, and a mission dedicated to alleviating pain and improving the quality of life for people around the world. The Field Engineering Manager leads a team of highly skilled engineers and manage distributors, 3rd party service provider engineers. Its ultimately responsible for the successful management of accounts under their team’s care. This role will oversee and give support to Field Service Engineers and to ensure that scheduled work is accomplished on time, customer needs are met, appropriate resources are utilized.

**Principal Duties and Responsibilities**:

- Identify key areas of service improvement and proactively solve and implement solutions
- Lead a team of skilled engineers and delegate jobs appropriately throughout assigned territories
- Assess technical problems and find/develop solutions or determine how to elevate them appropriately
- Develop policies that will reduce the cost and improve the efficiency of the service team
- Gain high level knowledge of servicing across all ZBEdge platforms to evaluate team member’s performance and to assist in the field as needed
- Work closely with Quality on documentation, product experience reports, and specific account investigations
- Manage team performance by setting clear goals and expectations, tracking progress, issuing feedback, and addressing performance issues promptly
- Work closely with sales and program development managers to assist with key customer partnerships and ensure timely delivery of solutions according to customer needs
- Provide improvement feedback on training documentation for current and future revisions of SOPs and WI used in the field
- Actively participate in the interviewing, hiring, and certification process of new field service engineers
- Accomplish 100% Service Contract Coverage under his/her territory.
- Manage service-related activities with Distributors and 3rd party service providers in a compliant way
- Support the supply chain project to optimize the spare parts availability in his/her region

**Expected Areas of Competence**:

- Talent to lead remote based team on goal execution and account management
- Aptitude to demonstrate decisiveness and judgment in a wide range of situations
- Proven people management and leadership skills
- Ability to stay clear headed while working under stressful conditions
- Superior communication skills, both written and oral
- Detail oriented with excellent organization and time management skills
- Ability to troubleshoot highly technical devices
- Capacity to forecast and track key account and territory metrics
- Faculty to effectively ensure information is shared with stakeholders
- Excellent presentation skills

**Education/Experience Requirements**:

- Bachelor’s Degree required; B.S. or M.S. in Engineering or relevant Science preferred
- Minimum 5 years of experience in managing field support team, preferably within a medical device company
- Demonstrated ability to hire, train, mentor, and lead a diverse team on high skilled individuals
- Project and technical leadership experience with exceptional interpersonal skills
- Strong written and verbal communication with the ability to communicate complex technical issues in a cross functional team environment
- Prior experience with in creating and validating control procedures (SOPs, WIs)
- Valid driver’s license and good driving record

Preferred
- Process improvement experience with the ability to drive internal improvements
- Project management skills
- Experience working in an operating room environment
- Experience working Service Max system
- Preferred locations: Italy
- Language: (Fluent in Spain or/and France or/and Italian) and Fluent in English

**Travel Requirements**:

- Up to 20 percent
- Applicants should be willing to work flexible hours

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