Summary

As a member of the leadership team, the National Service Director(NSD) will play a critical role in the continued growth of Luneau Technology North America. The NSD will design, develop and roll out service contracts for existing and new clients and work closely with Key Accounts to structure highly customized Service Level Agreements as needed and in support of new business initiatives. The NSD is ultimately responsible for management of an office & field-based technical team as well as documentation and delivery of consistently excellent service to customers across North America. The future of eye health care will be highly dependent on data movement between device and EMR, and device to device. The NSD will have a clear vision for networking Luneau Technology products as well as best practices in health care data management/storage. Another focus area for the NSD will be development/refinement of Key Performance Indicators (KPIs) against which performance can be measured, monitored and adjusted accordingly.

Essential Duties and Responsibilities

Includes the following, other duties may be assigned.

Stay up-to-date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.

1. Systems
   1. Management: The NSD is to be the Subject Matter Expert (SME) on the computer systems and applications used by Luneau Technology to deliver service and associated billing. These programs include SAP ERP/ECC and SalesForce CRM.
   2. Implementation: The NSD is expected to effectively communicate change management and support robust training of all service staff, including phone support, bench and field technicians.
2. Reporting
   1. Establish regular communication with service and quality stakeholders at both French and Israeli headquarters with the express purpose of providing consistent and objective data, taken from CRM and ECC systems, in support of product quality.
   2. Establish, publish and train on reporting standards as related to relevant staff: field and bench technicians as well as customer service agents. Ensure high degree of compliance from all staff.
3. Management and building a stable organization
   1. The NSD is responsible for partnering with local and HQ stakeholders to assess local training requirements. Design and build out on-going training programs that result in cross-trained bench and field technicians who are able to support Luneau’s full line of instruments.
   2. Work closely with key reports to optimize workflow as related to repairs and technical service offered to customers. Design and implement summary reports that clearly demonstrate performance against expectations.
   3. Rely on data and established metrics to report on staff utilization – both at the bench level and at the field service level. Make recommendations for improved coverage models based on utilization data and modeling.
   4. Map and monetize the future of our service offerings to include device networking, data back up plans and EMR connectivity.
4. Customer Service
   1. Ensure that all service staff understand that customer service comes first at Luneau Technology.
   2. Regularly publish service KPI for client-facing activities such as fast and efficient phone support, repair times, response times, etc. Ensure that this data drives decision-making and is at the heart of the service organization’s view of its own performance.
   3. Efficient issue identification and escalation to the correct Luneau service stakeholder should be driven by clearly identified scope of responsibility for different staff positions.
   4. Ensure all field service interactions are clearly documented and submit documentation in a timely fashion for invoicing.
5. Department P&L
   1. Manage all aspects of the Service department to maximize customer satisfaction while at the same time balancing the need to drive profitability.
   2. Ensure all work orders and parts orders are converted to invoices in a timely manner.
   3. Provide regular assessment of prices charged to customers for both parts & labor, ensure that the resulting profit meets or exceeds department goals.
   4. Work with HQ staff to manage the service department as a stand-alone profit center.

Travel Required: 25% field service, may include trave to sales conventions.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience

Level 6
Bachelor’s degree (B.A.) from four-year college or university; or four years related management experience and/or training; or equivalent combination of education and experience.

Language Skills
VERY HIGH

Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups and/or boards of directors.

Physical Demands
High

The employee is regularly required to work at a keyboard and computer. Specific vision abilities required by this job include close vision and the ability to adjust focus. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Lifting / moving of anything above 50 pounds is occasionally required but with assistance from additional personnel.