Customer Serv Operations Mgr
Hill-Rom - Richmond, VA

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Company Description:
Hill-Rom is a $1.7B leading worldwide manufacturer and provider of medical technologies and related services for the health care industry, including patient support systems, safe mobility and handling solutions, non-invasive therapeutic products for a variety of acute and chronic medical conditions, medical equipment rentals, and information technology solutions. Hill-Rom's comprehensive product and service offerings are used by health care providers across the health care continuum in hospitals, extended care facilities and home care settings to enhance the safety and quality of patient care.

Job Summary:
Provide direct supervision, leadership, coaching, and daily direction for a single or multi-site (sometimes geographically disbursed) staff consisting of 7 to 28 non-exempt associates. Overall responsibility for training and performance in the areas of safety, customer satisfaction, continuous improvement, achievement of key performance metrics and following all SOPs and work instructions for a technical and customer service focused team. Maintain and build effective relationships with customers. Establish strong communication links with sales team to review financial and profitability goals, customer service plans and growth opportunities across the rental, purchased and Asset Advantage businesses. Responsible for the achievement of revenue generation through Fee for Service (FFS) targets and service contract renewals, achievement of set cost targets, customer satisfaction, associate development, and operational improvements.

Essential Duties and Responsibilities: – Other duties may be assigned


direct supervision, leadership, coaching and direct daily supervision

for a single or multi-site staff.

Select, train, and ensure optimum performance with emphasis on a diverse work group.

Establish good working relationships with sales colleagues, as well as with other departments, external customers and suppliers (Ensure cross-functional cooperation and success).

Development of staff and self through regular meetings and one-to-one interfacing.

Conduct biannual/annual APEX (performance) reviews to ensure performance expectations are set, monitored and executed.

Maintain a high performance workforce (Top-grade).

Execute change initiatives.

Create environment for open, continuous and proactive communication.


Operational Results

Direct responsibility for assigned inventory accuracy.

Ensure rapid and accurate work order completion.

Demonstrate, instruct and ensure the strict compliance with all federal, state, and local regulations and company policies.

Monitor the implementation of all continuous improvement initiatives.

Directly responsible for the achievement of all key and operational measures – in the areas of safety, development, customer satisfaction, operational improvements, and cost containment.

Prepare business cases to justify personnel or equipment requirements, and be involved in the acquisition of those requirements.


Financial Results

Direct responsibility for FFS generation and meeting set targets. Average goal is $120,000.

Assist in service revenue retention through the compliance of service contract performance to plan and renewal based on performance and value of service provided. Average service contract value is $250,000.

Drive profitability in service revenue through the efficient execution of service resources to complete contract terms and conditions.

Ensure effective and efficient utilization of all resources and assets.

Initiate and monitor all local expense controls.

Ensure the appropriate utilization and optimal deployment of all parts and equipment.

Maintain appropriate cost measures to achieve results within the planned expense targets.

Maintain excellent



throughout full service offering in acute care, long-term care and home care.

Meet or exceed customer satisfaction through related metrics such as elapsed time, open calls, capital contract compliance, 24-hour repairs, etc.

Develop and present quarterly business reviews to customers.

Identify and resolve problems, effectively and expeditiously.

Serve as an active participant on the customer care, sales and service team.

Develop effective relationships with customers, internal sales and other staff.


Regulatory Compliance

Demonstrate, instruct and ensure the strict compliance with all federal, state, and local regulations and company policies while monitoring to ensure the implementation of all continuous improvement opportunities for all operational processes and standards.

Create and maintain a


work environment.

Provide constant communication and education of (personal and facility.)Personnel and facilities.

Participate in, and lead, safety initiatives.

Investigation of recordable incidents and implementation of counter-measures to improve safety.

Acknowledge and accept that any injury is avoidable.

Supervisory Responsibilities:
Single or multi-site locations with 7 to 28 non-exempt associates.

Perform all personnel-related activities, including hiring, disciplining, developing, coaching, providing work performance evaluation, and termination.


Overnight travel is required.

Proficient computer skills in Excel and Word.

Proven competence in communicating vision and aligning staff’s performance; Establishing goals and standards for staff; Building customer relationships; Working as a team player with others; Coaching and developing staff; Recognizing and rewarding staff performance; and following-up and following through on commitments and self and staff work assignments.

Consistently meets or exceeds work requirements.

Must be recommended by current supervisor.

Must live within geographic area assigned or be willing to relocate.

Education and/or Experience:
High School Diploma required, Bachelor’s Degree preferred.

A minimum of 5 to 7 years industry related experience with satisfactory or better performance.

A minimum of 2 years of progressive supervisory experience (related industry a plus).



General Management

Primary Location


United States-Virginia-Richmond






1st Shift

Hill-Rom - 15 months ago - save job - block
About this company
83 reviews
Hill-Rom Holdings holds Hill-Rom Company, which, in turn, holds hospital patients safe and secure. Hill-Rom makes, sells, and rents hospital...