About BK Medical

BK Medical is committed to designing active imaging systems that help surgeons visualize anatomy and lesions, guide interventions, and navigate inside the human body. Our mission at BK is to change the standard of care in surgical interventions with real-time visual guidance, giving surgeons the information needed to immediately make critical decisions.

Now, BK Medical is advancing its mission with GE Healthcare. Together, we will reach more customers and continue to empower surgeons to make critical decisions that allow for better care, faster procedures, and reduced complications.

Position Summary

As the Regional Service Manager, you will lead and manage a service delivery program that directs and coordinates technical support activities including: installation, Dicom network connectivity, repair, preventive maintenance, and software updates/upgrades. Responsible for managing all day-to-day field service operations as well as the planning and execution of all resources/logistics to ensure the service experience of the customer meets and exceeds their expectations. Location required in the West Region, preference near a major city.

Essential Job Duties

Provide overall strategic direction, leadership, and technical services management, including the following responsibilities:

• Manage the day-to-day operations to ensure appropriate service levels are provided to the facility, including scheduling, distribution of work, and resource allocation.
• Generate quotes for field services, and non-standard repairs, to aid our customers in planning for their needs.
• Track, monitor and report on service delivery metrics; ensure concise and comprehensive documentation of all services performed, including parts and labor.
• Develop and maintain strong relationships and frequent communications with customers and sales to proactively identify customer needs, ensure resolution, proper follow-up, and ongoing customer satisfaction.
• Maintains communication with management in resolving technical problems that have been escalated.
• Promote a safe working environment and ensure compliance with company policies, procedures, and hospital protocols.

Qualifications Required

• Bachelor’s degree or equivalent experience

• Self-motivated, takes initiative, and the ability to work independently, without direct supervision.
• Strong oral and written communication skills with a professional and confident demeanor.
• Attention to detail, analytical and problem-solving skills.
• High passion and comfort level with software and technology in general.
• 4+ years of service delivery experience in medical device, biomedical or clinical technology support industry preferred.
• Demonstrated experience managing a P&L and customer deliverables
• 5+ years directly managing Field Service Team: including hiring, developing, leading, influencing, motivating, and directing people as they work.
• Computer expertise, familiarity, and demonstrated expertise with hardware and software troubleshooting - Proficient in Microsoft Office
• We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.

BK Medical is an Equal Opportunity Employer committed to a diverse workforce. BK Medical will not discriminate against any worker or job applicant on the basis of race, color, religion, gender, gender identity, national origin, ancestry, age, sexual orientation, marital or civil partnership status, pregnancy, mental or physical disability, genetic information, veteran status, military service, application for military service, or membership in any other category protected under state or federal law.