Manager, Field Service & Operations
Henry Schein
full-time
Posted on:
Location Type: Remote
Location: Remote • Florida • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
About the role
- Own the regional service strategy, overall customer satisfaction, and resolution of unusual issues or escalations, including after-hours support when required
- Develop and implement customer specific service programs and best practices across strategic accounts and identify and cultivate future service opportunities
- Manage and enhance service offerings such as equipment assessments and preventive maintenance programs
- Maintain ongoing communication with customers, sales, and field teams regarding strategic initiatives, revenue opportunities, escalations, and service actions
- Ensure a consistently high level of customer experience and achievement of key performance indicators within the assigned geography
- Lead and manage the full district installation process for capital equipment, coordinating with assigned Equipment Specialists to establish appropriate installation dates
- Ensure all projects are current and on track with quarterly and annual revenue or installation objectives, adjusting plans as needed
- Lead the coordination of installation date changes during the planning process, ensuring timely customer communication and alignment with internal stakeholders
- Own and lead Equipment Planning Meetings for the assigned market to provide updates, align teams, and ensure customers are notified of schedules
- Lead multi-party coordination, including internal teams and third-party facility vendors, for consultation, remote assistance, and onsite work; organize recurring project calls and stakeholder updates
- Ensure accurate and timely completion, documentation, and close out of work orders and return material authorizations
- Communicate directly with Equipment Specialists to align on order status, forecasts, and commitments as needed
- Partner with the Financial Inventory Team to provide proper proof of delivery documentation for entered equipment orders
- Verify revenue recognition details with Equipment Service Technicians and local management
- Work in partnership with internal governance teams to maintain inventory integrity
- Utilize reporting, analytics, and data trends to improve operational performance, technician productivity, and service quality
- Lead, coach, and develop Equipment Technicians and other direct reports to achieve high performance and professional growth
- Hold team members accountable for performance, customer experience, and adherence to processes and tools
- Recognize and reward team members; provide ongoing feedback, coaching, and counseling to support performance and career development
- Lead Equipment Technician hiring, onboarding, professional development planning, certification completion, and ongoing training
- Collaborate with sales leadership to execute divisional business goals and strategic customer initiatives
- Work closely with sales, operations, and field teams to align on shared objectives, service actions, and future revenue opportunities
- Build strong internal and external partnerships to support successful project execution and customer outcomes
- Attend industry meetings, customer meetings, and corporate meetings as required
- Participates in special projects and performs other duties as required
Requirements
- Typically, 7 - 10 years of increasing responsibility and complexity in terms of any applicable professional experience
- 1 or more years of management experience
- Demonstrated experience managing pre and post procurement installation processes
- Proven ability to handle and protect confidential information
- Independent self-starter with strong ownership and follow-through.
- Intermediate computer skills and strong comfort working with business systems and tools
- In depth experience with dental equipment implementations and related equipment, such as imaging, CAD CAM, cone beam, vacuums and compressors, units, lights, chairs, and sterilization.
- Ability to read and write technical documents such as scopes of work and installation playbooks
- Experience with process mapping and process improvement initiatives
- Familiarity with software as a service workflows that improve customer experience and support data driven operations
- Ability to analyze data and trends for reporting, forecasting, and performance improvement
- Software proficiency including, but not limited to, MS Office, NES, Salesforce, Trello, Smartsheet, Power BI, and other platforms as needed.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Wellness programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementprocess mappingdata analysisperformance improvementinstallation processespreventive maintenancecustomer service programsrevenue recognitiontechnical documentationequipment assessments
Soft skills
leadershipcommunicationcoachingteam managementproblem-solvingcustomer satisfactionindependent self-starterownershipcollaborationaccountability