Job Description > Summary The Service Manager works directly under the supervision of the Vice President Service – Medical Imaging and is responsible for the staff and customers in his or her region.

The main role of the Service Manager is to manage his technical team by demonstrating a sense of leadership. In addition, he/she must provide technical support to his/her staff, customers and sales personnel in the region.

Customer satisfaction is a top priority, and the Service Manager is responsible for ensuring it, in line with the guidelines set by CompRay and its VP National.

He/she must promote and encourage a team spirit among service and sales personnel. He/she must bring and maintain a service ideology oriented towards customer satisfaction, while respecting the company's interests.

He is responsible for controlling his department's revenues and expenses.

At all times, he must put the company's interests first.

> Key responsibilities Responsibilities Towards CompRay

• Managing calls service

• Closing service calls

• Concordance of service relationships with labor codes

• Follow-up calls with the technician/application specialist and the customer

• Inform the Direction de Service National (VP Service National)

• Participate in weekly meetings with the National Service Department

• Report monthly on PMs overdue or not done, service calls pending or on hold, and service contracts to be offered this month or awaiting signature.

• Participating in continuous service improvement

• Service contract management

• Participating in drawing up contracts with the National Contract Manager

• Renewal of service contracts on scheduled dates

• Ensure that the Account Manager is informed of costs and takes part in handing over the contract to the customer.

• Follow-up of contract signature with the customer

• Notify the National Service Contract Manager of any customer cancellations or objections.

• Monitor the costs and expenses of the service department and report any significant anomalies to the VP National Service

• Ensure sound management of expenses and revenues

• Expenses

• Expense account (accommodation, meals, travel, etc.)

• Installation costs (project management)

• Tools

• Labour requirements

• Overtime

• Revenue

• Ensure billing codes are correct on service reports

• Ensure that contracts are signed on time

• Generate revenue with application specialists

• Build and support a project management team in its region

• Assign a project manager for each project

• Make managers accountable for project costs and expenses

• Monitoring of ISO processes implemented by CII, including escalations and action plans

• Train new service employees in the established ISO process

• Promote CII's corporate values and behaviors

• Comply with, promote and apply CII policies and procedures in its region.

Responsibilities Towards The Service Staff

• Maintain a positive team spirit in the department
• Motivate and encourage staff
• Be the official CII service representative in your region
• Empower our staff to take responsibility for the quality of service we offer our customers, while respecting the interests of the company.
• Conduct pre-employment assessments
• Hire staff in agreement with the National Service Department
• Carry out annual staff appraisals (address positive and negative comments constructively)
• Develop a long-term training plan for its staff
• Plan tooling requirements for the department
• Participate actively in all escalation processes in its region
• Escalate any unresolved issues to National Service Management using our ISO escalation process.
• Report all incidents to the VP National Service and the Head of Regulatory Affairs and Quality Assurance (ARAQ)
• Follow-up and correct all safety measures issued by the Regulatory Affairs and Quality Assurance (ARAQ) department.
• Plan the annual vacation schedule
• Ensure that all staff have the documentation they need to work with customers
• Keep the equipment pool in its region up to date
• Approve staff expenses
• Positively promote CII processes (ISO, other)

Responsibilities Towards Customers

• Listen to customer requests and report them to the National Service Department
• To act as the company's official Technical Representative
• Ensure that maintenance schedules are adhered to in accordance with contracts
• Ensure that our staff provide quality service to our customers.
• Prepare technical estimates (moving, non-contractual repairs, out-of-town travel, etc.).
• Apply the company's procedures and policies in its region

Responsibilities towards sales department staff:

• Schedule a weekly meeting with the Regional Sales Manager to inform him of the various service problems that have arisen and discuss the prioritization of the various service schedule conflicts with sales.
• Ensure healthy communication and collaboration between service and sales employees
• Work closely with the sales department to maximize future sales
• Work as a team with the sales department to eliminate internal irritants that can cause conflict and harm the company.

Job Requirements > Qualifications and experience

• College diploma in electronics, computer science or electromechanics, or in another relevant field of study.
• At least 2 years of experience in the maintenance of diagnostic imaging equipment, preferably in a hospital / medical setting.
• Good knowledge of Windows and Office operating systems
• In addition, the incumbent will have specific skills in terms of modality, including Radiographic, Radiographic / Fluoroscopic, Mammography, Magnetic Resonance Imaging and Nuclear Medicine, knowledge of PACS terms, SIR, DICOM an asset.
• Experience in diagnostic imaging, such as radiography, breast imaging and ultrasound, an asset.
• Experience in maintaining documentation of all activities performed and in supporting performance improvement initiatives for the multi-vendor services program;
• Excellent command of English both orally and in writing.

The Service Manager must possess or acquire the following qualities in a relatively short period of time:

• Team leader
• Collator
• Motivator
• Availability
• Loyalty to your employer
• Professional presentation
• A positive approach
• High stress tolerance
• Able to identify team strengths and weaknesses
• Able to combine individual strengths and weaknesses to build an effective team
• Listening to staff and customers
• Taking a stand for the Christie Group in front of the customer
• Support your team at all times
• Be able to take a stand quickly in a crisis situation and quickly correct the situation if necessary