Manager, Field Service & Operations - PR & Caribbean

The territory for this position covers Florida, Puerto Rico, and the Caribbean, and we are seeking a candidate who is based in Florida.

JOB OVERVIEW:

This position is responsible for leading Equipment Technicians and operations personnel within an assigned geography and managing the end-to-end installation of dental equipment. The role partners closely with several Henry Schein divisions involved in the installation process to ensure a superior customer experience through effective planning, project management, and service delivery. This position owns the equipment service strategy for the region, including escalations, operational performance, and the planning and execution of complex dental equipment projects. The role leverages reporting and analytics to drive efficiency, productivity, and continuous improvement across field service and project delivery. This role is critical to advancing Henry Schein's strategic growth and operational excellence within its assigned region.

KEY RESPONSIBILITIES:

• Own the regional service strategy, overall customer satisfaction, and resolution of unusual issues or escalations, including after-hours support when required.
  
• Develop and implement customer specific service programs and best practices across strategic accounts and identify and cultivate future service opportunities.
  
• Manage and enhance service offerings such as equipment assessments and preventive maintenance programs.
  
• Maintain ongoing communication with customers, sales, and field teams regarding strategic initiatives, revenue opportunities, escalations, and service actions.
  
• Ensure a consistently high level of customer experience and achievement of key performance indicators within the assigned geography.
  
• Lead and manage the full district installation process for capital equipment, coordinating with assigned Equipment Specialists to establish appropriate installation dates.
  
• Ensure all projects are current and on track with quarterly and annual revenue or installation objectives, adjusting plans as needed.
  
• Lead the coordination of installation date changes during the planning process, ensuring timely customer communication and alignment with internal stakeholders.
  
• Own and lead Equipment Planning Meetings for the assigned market to provide updates, align teams, and ensure customers are notified of schedules.

• Demonstrated experience managing pre and post procurement installation processes.
  
• Proven ability to handle and protect confidential information.
  
• Independent self starter with strong ownership and follow through.
  
• Intermediate computer skills and strong comfort working with business systems and tools.
  
• In depth experience with dental equipment implementations and related equipment, such as imaging, CAD CAM, cone beam, vacuums and compressors, units, lights, chairs, and sterilization.
  
• Ability to read and write technical documents such as scopes of work and installation playbooks.
  
• Experience with process mapping and process improvement initiatives.
  
• Familiarity with software as a service workflows that improve customer experience and support data driven operations.
  
• Ability to analyze data and trends for reporting, forecasting, and performance improvement.
  
• Software proficiency including, but not limited to, MS Office, NES, Salesforce, Trello, Smartsheet, Power BI, and other platforms as needed.
  
• Understanding and ability to explain HSD specific dental plans as applicable.
  

• Strong management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
  
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
  
• Excellent presentation and public speaking skills
  
• Excellent independent decision making, analysis and problem solving skills
  
• Understand and act on financial information that contributes to business profitability
  
• Ability to plan and manage successful projects; understand available resources, develop timeline, budget, assign tasks and areas of responsibility
  
• Lead team(s) to achieve company goals in creative and effective ways
  
• Excellent planning and organizational skills and techniques
  
• Communicate effectively with senior management
  
• Good negotiating skills and ability to effectively manage outsourced relationships
  
• Ability to influence, build relationships, understand organizational complexities and manage conflict
  
• Broad professional and managerial skills with a good understanding of industry practices and company policies and procedures
  
• Ability to lead virtual teams