Regional Service Manager

8 months ago

Montréal, Canada Cynosure, LLC Full time

Cynosure is well positioned competitively to lead and transform the medical aesthetics industry. We are guided by our belief that this is a purpose-driven business, which improves patient’s lives and improves practitioner’s livelihoods.
- We are passionate about driving a healthy and growing medical aesthetics industry with leading-edge marketing which inspires consumers to engage in medical aesthetics.
- We are the leader in science-based technology which elevates the standard of care for consumers.
- We are relentlessly focused on being the undisputed innovation leader, addressing the growing demand for consumer treatments across all demographics.
- We are committed to building and strengthening our unmatched global footprint, with direct employees on five continents and in 15 countries and growing, and distributor partners serving over 130 countries.
- We put our people first and believe personal development drives business development.
- We love our customers and strive give them the leading-edge technology, service, marketing support and clinical education to improve their patient’s outcomes and to improve their livelihoods.

At Cynosure, we look for people who make an impact and encourage everyone to lead, create, and add value. In turn, we invest in our team to grow people’s careers and build upon our high-performance and culture-oriented organization. We work together as one team, winning together.
As we grow our global team, there is no better time to join us. As a market leader in medical aesthetics, Cynosure has over 25 years developing, manufacturing, and marketing products for dermatologists, plastic surgeons, medical spas, and healthcare practitioners. With the aesthetic industry’s most comprehensive product portfolio, our offerings span several categories including skin revitalization, body contouring, hair removal, and women’s health.
Our mission is to set Cynosure customers up for success shaping future leaders of the aesthetics industry and helping everyone who uses our technologies discover their version of beautiful.

Job Summary
Responsible for managing assigned regional service engineers. Perform service calls as required. Maintain all company and service matrixes and ensure administration duties are completed on a weekly basis.
Essential

**Responsibilities**:
The incumbent may be asked to perform other function-related activities in addition to the below-mentioned responsibilities as reasonably required by business needs.
- Assign duties to ensure regional and national service goals are achieved.
- Maintain accurate records of all service-related duties.
- Control inventory levels in region.
- Perform expense report tracking, submission, and approval.
- Perform time keeping submission and approval for engineers.
- Assist with Field service as directed by management.
- Ensure training standards are up to date and accomplished.
- Manages and handles escalated customer issues.
- Embody and deliver the “Exceptional Everyday”
- Administrative:

- Timecard approval and timely submission.
- Expense report approval and timely submission.
- Control tooling and calibration equipment for calibration and serviceability.
- Provide service reports and documentation weekly oversight.
- Close service calls in Salesforce.
- Perform other administrative duties as management requires.
- Field Service:

- Provide field service as required.
- Report customer issues and complaints to manager.
- Maintain proper inventory levels in Cynosure provided van.
- Complete and submit field service reports, time sheet, and expenses weekly.

**Qualifications**:
Education
- Bachelor’s degree preferred
- Education and experience combination: Bachelor’s degree is equivalent to three (3) years of experience

Experience
- 8 to 10 years relevant experience

**Specific Related Experience**: Experience in technical field service management for a capital equipment company, medical device required. International experience preferred.

**Skills**:

- Highly organized and motivated, prior experience at management level.
- High Attention to detail, demonstrate good problem-solving skills.
- Excellent communication and customer service skills.
- Ability to mentor, train and manage people, work well with all levels of the organization.
- Strong CRM system Experience (Salesforce, SAP, etc.)

Physical Demands
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Sit; use hands to finger, handle or feel objects, tools, or controls.
- Stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
- Lifting/pushing/pulling and carrying products weighing up to 45 pounds
- Other (please specify) Overnight travel up to 50%; may require international travel.

Cynosure is an Equal Opportunity Employer - Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Disability, Veter

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