Jobs for People with MS: National MS Society

Job Description:

Regional Operations Manager will lead both the Imaging Clinical Training Team members and Field Operations team members in a designated region. The Clinical Training Team provides training for various dental brands and client groups which includes developing/improving clinical training processes, providing clinical training to customers, and providing clinical support to internal departments and team members. The Field Operations team provides superior post-sales field technical support to our dental equipment and imaging owners. This position is responsible to manage the overall performance of the field support staff including providing consultation or guidance on technical services when in contact with current internal, external, or potential customers. In addition, this position will manage the overall performance of the clinical customer training team focusing on focus on all 2D/Small Products and Extra-oral/3D Products including both full-time and contract resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide leadership and direction for field support staff including daily operations management.

• Manage positive internal and external relationships including but not limited to technical support, sales and dealer partners.

• Manage instructor performance and the effectiveness of training programs, providing recommendations and execute improvements.

• Identify and execute on opportunities that enhances the manufacturer-dealer channel relationship.

• Provide resources to conduct clinical trainings for a variety of groups depending upon need, including on-line and specialty training sessions.

• Oversee field escalation process manage effectiveness of program and ensure proper closure.

• Create and manage quality assurance effectiveness for both clinician training and field operations groups.

• Educate and mentor contract field instructor team as needed.

• Ensure customer issues are resolved and completed satisfactorily.

• Create and modify internal field policies and procedures and manage adherence.

• Track, escalate and provide management with detailed information regarding the status of customer cases.

• Assist with developing, compiling, and keeping current product documentation in support of installation or servicing of dental equipment and imaging products.

• Proactively manage the field technical support process, monitoring effectiveness via quality metrics and implement required improvements.

• Maintain consistent development and delivery of technical products including standard work.

• As needed, partner with commercial team to provide resources to attend Dental Shows providing technical support for attendees and hands-on courses.

• Managing travel cost and budget for field application trainers and field operations.

• Other related duties/projects as directed.

Job Requirements:

The candidate will need proven ability with leading/managing a diverse field support group working remotely and independently in a field environment. The candidate will also need management experience specifically in the areas of motivation, program management, budget management, staffing levels, employee engagement, creating performance and development objectives and conducting performance reviews evaluations. This role requires a high degree of discretion and independent judgment by the candidate. The candidate will need h ighly developed organizational skills and must have the ability to prioritize, plan, and execute operational initiatives/metrics. He/She will have exceptional interpersonal and communication skills as well as the ability to learn and apply new skills in a fast paced ever-changing environment. The candidate will provide timely follow up for communication and commitments. The candidate must have the ability to diffuse difficult situations as well as develop plans of actions and counter measures and track measures to closure. The Manager will have a strong knowledge of a field support environment as well as an understanding of the field technical and operational challenges faced by Dental professionals. Approximately 30-50% travel required.

EDUCATION AND/OR EXPERIENCE

• BA or BS degree required; Combination of education and work experience will be considered

• Minimum of 4 years demonstrated management experience, preferably of a remote based team

• Minimum of 4 years process development and implementation experience

• Minimum of 4 years creating performance metrics and driving continuous improvement

• 3+ years’ experience working in and with CRM systems

• Advanced proficiency of Microsoft Office Suite

• Clinical dental or previous medical/dental device industry experience preferred

• 3+ years training experience desired

• Experience with Envista Business System (EBS) tools preferred

MOST IMPORTANT COMPETENCIES REQUIRED

• Leadership – Must be able to inform, convince, and persuade others to action on key initiatives

• Team/Customer Orientated –Must be willing and able to work closely with other departments, peers, etc.

• Interpersonal Savvy – Builds constructive and effective relationships inside and outside the organization.

• Flexible/Creative—Must be able and willing to think outside of the box and demonstrate flexibility within the role.

• Results orientation – Must deliver results and have a desire to win.

• Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.

• Communication—must be able to effectively communicate in both written and verbal forms

• Positive Attitude – Does what it takes to successfully accomplish goals

• Soft Skills- The ability to engage customers verbally in a professional manner

Relationships

Internal relationships:

• Reports to Regional Commercial Director

• Frequently interacts with all functional departments

External Relationships:

• Frequently interacts with customers and partner dealers

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$96,100 - $113,200

Operating Company:

DEXIS

Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.

Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.

Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com .