Hill-Rom Regional Service Director in Cary, North Carolina
Title: Regional Service Director
Location: United States-North Carolina-Cary
The Hill-Rom Clinical Workflow Solutions (CWS) Regional Services Director is a critical leadership role responsible the delivery of all CWS field support, maintenance and implementation services in its assigned region. Those responsibilities include all CWS service delivery, revenue forecasting, personnel management, customer issue escalation/resolution, and P&L financial responsibility. The position is also responsible for creating an environment that grows both customer satisfaction and profitability.
Essential Duties and Responsibilities:
In collaboration with Executive Director CWS Services, establish and accomplish strategic, financial, and operational goals for your region.
Responsible for all aspects of the regions’ $40M in revenue, P&L, and business performance. Actively manage, monitor, and report on the region’s profitability and key business metrics.
Responsible for regional revenue forecasting for implementation services, hardware/software shipment revenues, SMA revenues, fee-for-services revenues, and service agreement revenues.
Provide leadership, direction, and day-to-day support of direct reports who will manage customer project management, field service, and implementation engineers. Responsible for dotted line relationship to Educational Services and Service Contract Management.
Build and maintain positive relationships with CWS and Capital AVP and RVP Sales Managers. Create and maintain regular communication cadence with them. Involve them in operational and strategic decision making for the region.
Collaborate with peer group in CWS Services to ensure CWS Services goals and objectives are met or exceeded. Assist in establishing a culture of share accountability for CWS Services.
Establish, manage, and report monthly on key business metrics to include quality, capacity, financial, and efficiency.
Identify and implement change initiatives directed at improving resource efficiency, workflow, productivity and gross margin.
Deliver effective staff performance management through coaching, mentoring, top-grading, and good hiring practices. Continually seek to grow the CWS Services talent base.
Demonstrate ability to succeed in fast paced, dynamic environment with a high degree of customer focus. Must be able to proactively identify, communicate, and resolve impediments to team success.
Assist Sales and other key stakeholders in the sales process as needed to identify solutions to customers/prospects issues.
Ensure compliance with quality systems, procedures, training, and SOP requirements
Ability to travel 40 – 60% or as required.
Required Experience, Education, Qualifications and Skills:
Bachelor’s degree required. MBA or equivalent advanced degree is desirable.
Experience managing field based, remote employees. This position will manage 30 /- employees with 3-5 direct reports.
Highly focused customer care perspective and demonstrated ability to build long-term customer relationships.
Experience desired in managing field service functions in the healthcare software industry.
Experience building direct and indirect teams.