Manager, Territory Service

Job Description

Join Our Mission to Elevate Healthcare Service

At Omnicell, we're not just about technology; we're about transforming healthcare through innovation and service excellence. We are seeking a dynamic Manager, Territory Service to lead our Field Service Engineers (FSEs) in elevating the standard of service across a specific geographic region. This role isn't just a job; it's an opportunity to collaborate, inspire, develop, execute, and impact the future of healthcare service.

Your Role:

• Collaborate: Lead a team of FSEs, ensuring seamless coordination with Sales Representatives, and other key stakeholders to deliver exceptional customer service. Manage 24/7 support coverage, ensuring every call, whether receiving or making, contributes to customer satisfaction.
• Inspire: Drive your team towards excellence by setting a vision that motivates and instills a culture of proactive service delivery, from break/fix repairs to preventive maintenance and beyond. Your leadership will foster an environment where every service interaction enhances the customer experience.
• Develop: Provide ongoing training and development opportunities for your FSEs, ensuring they have the skills to meet and exceed company response times and service levels. Mentor and guide them towards achieving their goals, conducting quarterly reviews that celebrate achievements and outline growth paths.
• Execute: Oversee the logistics of service delivery within your territory, manage third-party resources effectively, and ensure all activities align with Omnicell's standards. Handle everything from dispatch questions to invoice approvals, ensuring every service call is handled with precision and care.
• Impact: Make a tangible difference in healthcare by analyzing territory metrics to adjust service strategies, participate in cross-functional initiatives, and drive improvements in service quality. Your work will directly contribute to customer satisfaction and the advancement of Omnicell's mission.
  
  
  

Responsibilities:

• Direct daily service operations, ensuring high-quality service delivery and customer satisfaction.
• Conduct regular site visits and ride-alongs with FSEs to maintain high service standards.
• Manage CRM and reporting systems to ensure accurate data tracking within your territory.
• Oversee the assignment and evaluation of Performance goals for your team, reporting metrics to senior management.
  
  
  

What You Bring:

• Required Knowledge and Skills: Excellent verbal and written communication, adept with CRM, ERP, cloud-based systems, and MS Office.
• Basic Qualifications: An Associate Degree with over 4 years of experience in field service, troubleshooting, and repairing electro-mechanical systems, plus 2 years of management experience.
• Preferred Skills: A Bachelor's Degree, healthcare background, familiarity with SAP, C4C, and Tableau Reporting.
  
  
  

Work Conditions:

• Expect to travel 50% of the time, manage a remote team from a home-based office.
• Must possess a valid driver's license with a clean record, own a vehicle in good working condition, and meet our insurance requirements.
• Be prepared for on-call responsibilities 24/7, as your commitment to service knows no time constraints.
  
  
  

Join Omnicell where your leadership will not only manage but elevate the field service landscape, ensuring that every technician, customer interaction, and service call reflects our commitment to excellence in healthcare. If you're ready to make an impact, apply now and let's transform healthcare together.

About Us

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.”  

Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy. 

Our guiding principles inform everything we do: 

• As Passionate Transformers, we find a better way to innovate relentlessly. 
• Being Mission Driven, we consistently deliver on our promises. 
• Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation. 
• Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
• Intellectually Curious, eager to think deeper to learn and improve.
• In Doing the Right Thing, we lead by example in ALL we do. 
  
  
  

We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster diversity and inclusion, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.

About The Team

Omnicell is dedicated to fostering a diverse and inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at Recruiting@omnicell.com .

At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.

Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.