We're driving toward the ultimate victory : a world without the fear of cancer.
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients / customers.
Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer / clients.
Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client / customer service delivery issues are resolved.
Manages a profit and loss center. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Applicable to the Oncology Systems business only : Position must have full access to VMS client sites to perform the essential functions of this position.
Many VMS clients require VMS employees and representatives to meet certain Vendor Credentialing requirements before they will be allowed to have access to their sites.
Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access, and must continue to meet those requirements during the course of VMS employment in this position.
Minimum Required Skills and Knowledge : Ability, competence, and confidence to lead people. Effective interpersonal skills.
Other Desired Skills and Knowledge : Required Certifications and Training : Obtains and completes LMS training plan specific to assigned responsibility.
Applicable to the Oncology Systems business only : Meets all Vendor Credentialing requirements necessary to gain VMS client site access, unless prohibited by law.
These requirements vary by client and may include, but are not limited to : Proof of valid identification (photo, driver’s license, SSN) Criminal background checks Drug screens Immunizations (Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare trainings Experience Level with Business Tools : Proficient in utilizing business tools such as : E-mail, Microsoft Word, Excel, and PowerPoint.
Experience with HCM (e.g., Workday) or equivalent ERP product and productivity software desired. Bachelors Degree or equivalent 8 years of related experience.
3 years management experience or supervisory equivalent
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