Senior Service Manager

e3 Diagnostics is the leading provider of audiology equipment sales and service solutions in the United States. With 25 offices strategically located nationwide and staffed with teams of highly experienced hearing and balance instrument experts, we bring a local expertise that is unmatched by any others in the field of audiological instrumentation.

e3 Diagnostics is seeking a Senior Service Manager responsible for leading the national field service team with a goal of increasing service revenue and delivering unparalleled customer service. This is a full-time, hybrid position reporting to the corporate office in Arlington Heights, IL and requires up to 75% regional travel.

Benefits include Medical, Dental, Vision, 401(k) with Match, Life Insurance, Paid Time Off (PTO), Paid Holidays, Employee Perks, & Employee Assistance Program.

The ideal candidate will reside in the upper northeastern US.

Directly manage 15 - 20 Techs that work remotely throughout their assigned regions.
• Develop team to offer the best possible customer experience while working closely with the sales group to ensure this.
• Responsible for training of all reports in their development in technical procedures and corporate service initiatives.
• Recruits, interviews, hires, and trains new staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.
• Fill in for techs when needed.
• Service growth of the region by 10% per year while tracking expenses of the team.
• Keep up to date on all management training and service procedures.
• Keep an active status as a Service Tech IV.
• Maintain an 85 or above NPS score in the customer service survey.
• All other duties as assigned.

Education and Experience:

• High school diploma or equivalent.
• Two (2) year Technical or Engineering degree or related experience required.
• At least 5 years of experience in the field service of hearing equipment or equivalent medical field service experience.
• Must have and maintain a clear and valid motor vehicle record and driver's license.
• Must pass and maintain a pre-employment background check and drug test, as well as any customer screening requirements.
• Experience working with customers in a service environment.
• Must maintain a professional appearance.

Travel:

• This position is subject up to travel up to 75% within assigned territory.
• Overnight trips will be required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to stoop, kneel, crawl as required to access equipment within customer location.
• Must be able to lift up to 35 pounds at times

e3 Diagnostics is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.

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