Operations Manger - Orlando, FL

JOB OVERVIEW:

This position is responsible for leading Equipment Technicians, within the assigned geography and to drive the entire installation process of capital equipment and work in conjunction with all Henry Schein divisions that impact the installation process, to deliver a superior customer experience by planning and project managing the installation of capital equipment. Collaborate with sales leadership to execute corporate, national and district strategy, along with sales and operations business needs to drive service growth, field compliance and strategic customer initiatives. Work in partnership with Field Service Operations Support to ensure inventory integrity. High degree of focus on tactical execution and support by providing consistent leadership to teams in assigned geography. Ensure the assigned geography is properly staffed and trained to meet customer needs.

KEY RESPONSIBILITIES:

• Ensure all equipment technicians in the assigned geography are executing corporate and strategic initiatives related to installation, safety, regulatory, security and compliance. This includes but is not limited to: co-travel and coaching sessions with Equipment Technicians, champion team meetings, trainings, regular interaction with sales teams, customers and vendors. Work with sales and operations management to foster a team environment between sales and field installation.
• Support District Service Coordinator team as they streamline efficiencies in equipment technician schedules and accommodate escalated emergency requests, routine requests, and ensure efficiency of technician scheduling time to meet customer needs.
• Responsible for oversight of all inventory within the assigned geography, including tool, van, equipment & center inventory to ensure auditing protocols are followed as required. Accountable for district inventory physical count in collaboration and partnership with FSOS team.
• Responsible for attending Equipment Planning Meetings (EPM) to provide updates to the team and customers on project progress and provide solutions to internal and external issues that arise.
• Responsible to ensure all TSMs in assigned geography are engaged and effectively utilizing the Primary Project Management Software Programs (Trello and Salesforce). These meetings include a high level of collaboration with the procurement and sales teams connected to field operations to ensure installation success.
• Hold Lead Installation Technicians and Lead Technicians accountable to daily management of installation project schedules and track daily progress.
• Accountable to ensure relationships with 3PL’s and offsite provide proper level of support to assigned geography to manage inventory and control last mile delivery costs.
• Ensuring high level of customer experience and overall KPI results in the assigned geography.
• Work closely with the NASA Project Leadership Team to manage district North American Strategic Accounts (NASA) as needed to meet customer needs.
• Execute on all National and district programs that impact service with a focus on technical service and break/fix processes and completion of Preventive Maintenance Agreements, ensuring maximum customer satisfaction.
• Ensure technicians are held accountable for accurate and timely completion and close out work orders, RMAs, technical training requirements, and additional KPI metrics as required.
• Review, manage and approve all Equipment Technician expense reports.
• Responsible for all district rental equipment inventory and customer billing.
• Manage and resolve TSM issues and concerns in a professional and diplomatic manner, supporting these issues with appropriate documentation and requesting the assistance of Human Resources when necessary. Recognize team members, hold technicians accountable, regularly coach and counsel technicians towards attaining performance and career goals and ensuring there is appropriate focus on high potential talent.
• Responsible for Equipment Technician hiring, onboarding, professional development planning, certification completion, and continued training.
• Attend all necessary industry meetings, customer meetings and corporate meetings as required by the business.
• Collaborate with and work effectively with all internal departments to deliver customer and team success.
• Participates in special projects and performs other duties as required.

SPECIFIC KNOWLEDGE & SKILLS:

• Ability to manage installations
• Excellent Leadership skills
• Strong organizational skills
• Intermediate troubleshooting skills
• Proven ability to work with confidential information
• Ability to present preventative maintenance to customers
• Independent self-starter
• Intermediate computer skills
• Understanding and ability to explain HSD specific dental plans
• General understanding of the trades (plumbing, electrical, construction, etc.)
• Interpersonal/ communication skills
• Proven ability to administer on time and accurately (work orders, SRs, concur, e-time, RMA’s, 2579 reporting, etc.)
• Firm understanding of all company policies and local government regulations

GENERAL SKILLS & COMPETENCIES:

• Strong management skills and ability to attract, retain, motivate and develop team members for high performance
• Excellent verbal and written communication skills and ability to resolve disputes effectively
• Strong presentation and public speaking skills
• Strong decision making, analysis and problem solving skills with ability to multi-task
• Understand and act on financial information that may contribute to business profitability
• Ability to manage successful projects, manage risks, costs, time and project teams
• Lead team to achieve company goals in effective ways
• Strong planning and organizational skills and techniques
• Communicate effectively with management
• Good negotiating skills
• Build relationships, understand organizational complexities and manage conflict
• Broad professional and managerial skills with an understanding of industry practices and company policies and procedures

MINIMUM WORK EXPERIENCE:

Typically 7 or more years of increasing responsibility and complexity in terms of any applicable professional experience; first-level manager.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers