National Lead, Field Service - Integration Performance Support

Company: KARL STORZ Endoscopy-America, Inc.
Location: Aurora
Posted on: February 16, 2021

Job Description:

Company: KARL STORZ Endoscopy-America, Inc. (KSEA)Job Code: 11284Pay Grade: US-C19DescriptionKARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.For more than 70 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.
Role can be based in any of the following locations: El Segundo, CA, Atlanta, GA, Denver, CO, Houston, TX, Dallas, TX, Philadelphia, PA, Minneapolis, MN and Nashville, TNThe National Lead, Performance Support, plays a critical role in: 1) managing overall uptime and service of deployed operating room systems 2) building the organization's competency in world class performance support. The Performance Support, National Lead reports to the Associate Director, Operations.The National Lead, Performance Support will play the lead role in ensuring the uptime of deployed Operating Room installations, with hyper focus on efficiency and customer satisfaction. This position is also responsible for developing and enhancing the skills of the Performance Support Specialist resources so that all resources, adequately meet or exceed the market's requirements. Additionally, the Performance Support National Lead will work to maintain continuous horizontal alignment with the customer success and product deployment verticals; together ensuring a best in class experience. SUMMARY RESPONSIBILITIESThis position is responsible for:Drive Utilization --- Ensure that each resource is maximizing their day in order to achieve performance support excellenceManage a national standard for CustomerSatisfaction --- Establish, monitor, and audit a national standard SLA for "how" customers (internal and external) are engaged withManage compliance to create a culture of accountability --- Ensure resources are compliant with corporate business standards (e.g. overtime, credentialing, timesheets, travel, FWO closures, etc.)Create a culture of personal development and engagement --- Create a development plan to ensure resources are best in class from a technical and communication standpointService Contract Renewals and Annual Revenue Attainment --- Establish the ownership of service contract renewals--- Meet or exceed annual service revenue goalsHorizontal Collaboration --- Sales: Create a campaign to drive the role of the performance support specialists within their respective regions, establishing the value of performance support--- Logistics: Collaborate with logistics to monitor service inventory levels SUMMARY KPISThe Practice Leader position will be measured on the following Key Performance Indicators (KPIs):Utilization --- Maintain a 80% utilization threshold for all resources that is reported on quarterlyStandards in Customer Satisfaction--- Establish, launch, and report on (by resource) a SLA for FWO management (e.g. first contact, time to closure, etc.). SLA should call out both internal and external customers and should template all communications.--- Monthly reporting on SLA compliance--- Promote best practices in the execution of SLAs--- Identify ways to drive team engagement and leverage surveys, internally and externally, to document and track progress. Report quarterly on survey results.Accountability --- Monthly Reporting on Overtime by resource, establishing a national standard--- Monthly Reporting on TimeSheet completion, 99% compliance--- Monthly Reporting on Travel by resource, establishing a national standard to manage travel costs--- Quarterly reporting on credentialing completion, 90% thresholdProfessional Development --- Create and report quarterly on resource skillsets--- Create an annual plan for skillset developmentService Revenue --- Identify key service accounts by region, and construct an annual engagement plan for that key service account to drive service contract renewals--- Meet or exceed service revenue goalsHorizontal Collaboration --- See Customer Satisfaction KPIs--- "What is a performance specialist" campaign to demonstrate value regionally--- Monthly reporting on service inventory consumption for better demand planning RESPONSIBILITIESDrive Utilization--- Create a culture of maximizing a day---Monitor the 80% threshold and work with resources to mitigate deviations---Create a reporting process for the quarterly socialization of the utilization data to drive cultural changeNational Standard in Customer Satisfaction--- Create a national standard performance support: field work order resolutions.--- Manage a nationally published SLA, and drive compliance to the SLA through socializing data throughout the organization.--- National Standard SLAs should drive 3 pillars: (1) technical, (2) communication, (3) service delivery.--- Find innovative ways to measure both internal and external customers, creating raving fans nationally.--- Maintain "best in class" status for Customer Satisfaction.Manage Compliance to create a Culture of Accountability--- Manage a national team ensuring compliance to core corporate business processes:Expense management, credentialing management, travel management, timesheet management--- Create a national culture of accountability to completing business processes in a timely manner--- Set time standards for business process completion and report on those time standards monthlyResource Development--- Maintain resource skillset as a living database. Identify resource skill gaps and create a plan to close development gaps--- Create a culture of teamwork across the nation, driving a common goal of performance support excellence--- Find creative avenues to drive team engagement and inclusionRevenue Impact: Service Contract Renewals--- Meet or exceed service revenue goals--- Manage key accounts with rigor, professionalism, and expedited service in order to ensure service contract renewals--- Establish a key account program for service contractsHorizontal Collaboration--- Internally market the role of a performance support specialist to enable regional team collaboration--- Collaborate horizontally with sales and logistics to ensure the right people, get the right support, at the right time QUALIFICATIONS & KEY SELECTION CRITERIAWork Experience--- A minimum of 10-15 years in consulting, project delivery, support services, or project management--- Track record of growing a team of at least 20--- Field based support services experience--- Recent 'customer experience' management experience--- Comfort in ambiguous or high stress situations--- Track record of working collaboratively in a matrix-ed environment--- Track record in holding teams accountable, while driving a sense of community--- Proven track record in process improvement--- Knowledge and experience in the medical device and/or healthcare marketplace preferred Personal Profile:--- Demonstrated outstanding personal leadership--- Demonstrated pattern of intellectual curiosity--- A true team player with excellent interpersonal skills and the ability to work with executives both within the company, its partners, and its clients--- A sense of urgency and impatience with the status quo--- Excellent communication and organizational skills--- Highest standards of ethical behavior--- Excellent at multitasking--- Willingness to travel Education:--- A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering or related degree is required

Keywords: KARL STORZ Endoscopy-America, Inc., Aurora , National Lead, Field Service - Integration Performance Support, IT / Software / Systems , Aurora, Colorado