GROUP LEADER, FIELD OPERATIONS

POSITION RESPONSABILITIES:

The technical operations group leader’s responsibilities include growth, providing guidance and support to all staff, assisting with recruitment processes, ensuring compliance with health and safety regulations while developing strategies for improved efficiency, client retention, employee development and increased profit and high levels of operating performance as measured by customer satisfaction, collaborating with other departments and accountability.  You should be able to travel frequently and stand for long periods of time.

To be successful as a technical operations group leader, you should have excellent interpersonal, communication, and presentation skills. Outstanding candidates can analyze processes and develop effective improvement strategies.

You Will Have Five Main Areas Of Responsibility

• Service Agreement Fulfillment
• Regional Deployment
• QA/QC
• Maintenance
• Technical Consulting
• Subcontractor Management
• Cost Management of travel and living expenses and material costs
• Technical phone support management

POSITION RESPONSABILITIES:

• Manage the day-to-day operations of the field service and technical phone support teams, including people, training, tools and equipment and customer service and satisfaction.
• Manage multiple client projects/accounts through regular site visits, client interaction and Elevate Healthcare’s business systems.
• Support the implementation of corporate policies and procedures in a timely and professional manner.
• Responsible for building and maintaining client relationships.
• Serve as the customer point of contact for all issues technical issues that require special attention or escalation.
• Help develop and execute service level agreements.
• Direct and review customer service metrics, processes and activities and set performance goals accordingly.Set good examples by holding themselves to Elevate Healthcare Code of Business Conduct, to the standards of conduct and performance that they demand of their employees.
• Assign responsibility for executing project plans to key subordinates after careful assessment of how to utilize their qualifications and strengths.
• Monitor and report the progress of all technical customer support activities, including significant milestones, and any conditions, which would affect service quality, cost, or schedule. 
• Responsible for interviewing, hiring, training, and evaluating service technicians.
• Conduct performance reviews; lead all human resources activities (such as raising retention rates, performance improvement plans, disciplinary issues etc).
• Develop and maintain expert technical knowledge across the product/service line.
• Ensure teams’ tools and test equipment remain current and always calibrated.
• Work with Technical Trainer to ensure team is current of all new technologies and all product changes.
• Audit teams’ service reports and customer communication to ensure it is in line with requirements and expectations
• Maintain adequate staffing and identify opportunities to outsource work to help achieve timelines and cost objectives 
• Maintain an overall Team NPS of 80 or greater
• Research, troubleshoot, and follow through for a prompt resolution of any customer question, problem, or complaint.
• Assist in the Global CS team’s development activities by providing leads, participating in project scope development, negotiation of changes to the scope of work.
• Responsible for maintaining and improving region profitability.
• Lead and motivate leads in optimizing costs and quality control, as well as modeling excellent relations between the business and the community.
• Implement directives and develop regional business plans to help meet overall financial objectives.
• Generate regional business reports, collect statistics, and ensure paperwork is properly completed.
• Provide information by collecting, analyzing, and summarizing data and trends.
• Protect organization's value by keeping information confidential.
• Ensure accuracy and approval of timesheets, travel requests and expense claims 
• Other duties and projects as assigned.

REQUIREMENTS:

• Bachelor’s Degree in related field and/or equivalent work experience
• Minimum 5+ years of experience in field operations 
• 3+ years of people management and/or supervisory experience
• Exceptional communication skills with internal/external customers
• Proven organizational and analytical skills
• Aptitude to lead, engage and manage a diverse remote team. 
• Aptitude to develop and coach team members.
• Possess a positive attitude and view challenges as opportunities to improve company processes.   
• Ability to build positive working relationships, both internally and externally.
• Possess a high degree of business and personal integrity.
• Familiar with a variety of the field's concepts, practices, and procedures.
• Demonstrate technical knowledge of the patient simulator platforms or industry equivalent products.
• Stay current in terms of technical and functional knowledge.
• Proven business analysis and judgment with the ability to proactively manage customers, costs and contribute to the growth of the company.  
• Good knowledge and proven record of using Salesforce.com.
• Demonstrated capabilities for conflict resolution.
• Aptitude to recruit and retain a high-performance Customer service team, through ongoing motivation and leadership.
• Proficiency in business-related computer skills, including Microsoft Office Suite.
• Professional, customer oriented and exhibit exceptional communication skills.
• Must be able to travel up to 60%.

GENERAL REQUIREMENTS

• Complies with and enforces all applicable safety rules, regulations and procedures both at Elevate Healthcare and wherever representing Elevate Healthcare (i.e., program site, trade show, etc.). 
• Perform all duties in compliance with legal and ethical standards.
• Maintain security of all proprietary information.
• Perform other duties as assigned or as necessity dictates.

PHYSICAL REQUIREMENTS:

• Ability to lift or push weight up to 50 pounds (simulators).
• Ability to operate standard office equipment. 

Experience Level:  Mid-Management 

STATUS: Exempt

TYPES: Full Time

Elevate is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.