Service Project Manager 3

The Service Project Manager (SPM) meets the overall qualifications of a Regional Service Manager (RSM). He is responsible for managing assigned projects, drafting and implementing policies and procedures, and other activities that help achieve the department’s goals and objectives. This position supports the service management team and, at times, may be called on to fill in for an RSM in managing a territory.  Strong leadership and influence skills, coupled with optimizing both the customer experience and the business objectives, are essential for SPM’s success.

Organizational Structure:

The Service Project Manager reports to the Field Service Senior Manager and leads all assigned Service Projects. This may include but is not limited to NPIs, Software Applications, process improvements, and cross-platform initiatives.  The SPM may be called on to fill in for Regional Service Managers.

ESSENTIAL JOB FUNCTIONS:

1. Ensure that projects are managed and delivered on time, within budget, and meet project objectives.
2. Ensure projects are consistent with corporate quality and regulatory policies.
3. Build cohesive project teams and cross-functional program teams. Leader and motivate employees to meet company-defined deadlines.
4. Coordinate and complete projects across functional areas (Marketing, Quality, Regulatory Affairs, Purchasing, Operations, and IT Applications). Coordinate with operational management to allocate appropriate human resources based on project needs and schedule.
5. Assist regional service managers and service development engineers with technical input as necessary.
6. Provide service backup coverage for vacant regions or other reasons that may require additional support (i.e., PTO, Leave of Absence).
7. Play a key role in CRM projects about service. This includes being a role model for usage, initiating new projects for service-related processes, and supporting the positive and successful implementation and continual improvement of the CRM.
8. Work with key influencers in the organization to drive the adoption of projects.  Monitor adoption rates and make necessary corrective actions to ensure complete adoption and compliance
9. Play a vital role in the introduction of new products.  This includes but is not limited to coordinating with multiple members of the Service Team, Learning and Development, R&D, and L&D.
10. Share knowledge to ensure Field Service Engineers are practical and efficient in their production and productivity. Also, they may share knowledge within a specific area of expertise or provide cross-training across other groups to work as a team effectively.
11. Serve as a role model to adopt new methods, procedures, and techniques for department, organizational, and cultural changes.
12. Communicate openly, clearly, proactively, and positively to inform and engage employees in a multicultural environment.
13. Ask questions and actively listen to the needs of the Field Services Department’s internal and external customers; consider the impact of the department on other departments and work to follow through and resolve internal and external customer service challenges promptly.
14. Solicit ideas and opinions; empower employees and recognize their positive contributions.
15. Become an independent employee able to analyze problems, formulate plans to overcome challenges, and finish high-quality work quickly. To make sound and logical decisions, choose the appropriate courses of action based on the parameters of the situation at hand, and use continual improvement problem-solving skills.
16. Understand Mizuho OSI’s business objectives and the relationship between the Department and those objectives; support and follow the Corporate Vision, Mission, and Values Statements to maintain the services and quality levels set by Mizuho OSI and continually enable Mizuho OSI to be a great place to work.
17. Understand, follow, and support Mizuho OSI’s internal Quality System policies, procedures, and work instructions, including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and relevant International Standards).

Requirements

EDUCATION AND EXPERIENCE: A High School diploma with at least two (2) years of technical service or build-to-order technical product manufacturing experience is required. A bachelor’s degree in mechanical engineering, Project management, and/or electrical applied science or related field and experience in a medical device environment is preferred. A minimum of two (2) years of leadership experience or an equivalent combination of education and experience is preferred.

KNOWLEDGE, SKILLS AND ABILITIES:

1. Ability to read blueprints, schematics, manuals, and other specifications.
2. Excellent customer focus with a high sense of urgency. Excellent diplomacy and negotiation skills to manage customers in a variety of situations. Ability to provide excellent interpersonal, communication, and problem-solving skills regarding logistics, procurement, and products within the customer's needs and the framework of business practices.
3. Proficient in using CRM and ECC or equivalent top-tier ERP/CRM systems.
4. Ability to clearly express oneself verbally and through written means in English (additional languages also desired) using good grammar, vocabulary, eye contact, and friendly voice inflection with all employees. Ability to communicate effectively with employees and other business contacts courteously and professionally.
5. Ability to function calmly and independently in a fast-paced environment, managing multiple priorities simultaneously. To handle situations of a dynamic nature positively; to be able to modify plans, actions, and decisions considering changing situations and circumstances while still meeting or proposing adjusted deadlines.
6. Demonstrated ability to lead, engage, motivate, and develop employees directly reporting to this position as well as cross-functionally.
7. Neat and professional appearance and outgoing people-oriented personality, which conveys pride in working for Mizuho OSI and is demonstrated with a ready smile and a willingness to assist others.
8. Highly professional, exercising sound judgment, maintaining high confidentiality, and using appropriate sensitivity. Must be able to function tactically and positively, creating a highly productive work environment.
9. Thorough knowledge of Field Service either in the medical device field or equivalent technology field
10. Demonstrated ability to lead project teams.
11. Strong influencing skills: ability and judgment to provide project management direction to the team to ensure the project plan is executed.
12. Project management experience with responsibility for multifunctional disciplines.
13. Excellent computer skills include operating Windows-based personal computers, office equipment and machines, and telephone systems. Ability to use Microsoft products such as SAP SalesForce.com, SAP CRM, ServiceMax, Outlook, Word, Excel, MS Project, Visio, and PowerPoint efficiently and effectively.
14. Ability to express oneself clearly and effectively through written means and properly use technical factors such as grammar, punctuation, vocabulary, and correct spelling. To be able to prepare business letters and reports. Ability to perform essential arithmetic functions, create and reconcile reports, and demonstrate strong analytical skills and attention to detail.
15. Excellent customer focus with a high sense of urgency—ability to work with a professional and positive attitude to improve processes.
16. Respond sensitively to the needs and feelings of others regardless of position; accept interpersonal differences, maintain rapport, and interact effectively with all levels of employees within the organization.
17. Ability to function calmly in a fast-paced environment, managing multiple priorities simultaneously. To positively handle dynamic situations; to modify plans, actions, and decisions considering changing situations and circumstances while still meeting or proposing adjusted deadlines.
18. Ability to establish and accomplish goals independently and to function as a positive and productive team member.
19. PMP Certification is highly desirable. Agile Scrum methodology is highly desirable.
20. Knowledge of Six Sigma is a plus.
21. Ability to lift to 50 pounds.
22. Ability to push and pull up to 150 pounds.

PHYSICAL REQUIREMENTS

The physical demands described here represent those that an employee must meet to perform essential functions of the job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Duties are performed while sitting at a desk for long periods and traveling. Required duties include operating a computer, reading, writing, and using a telephone. Walking or standing within offices, airports, hospitals, and operating rooms may be required to operate office equipment, attend meetings, and service the products. My duties also require servicing the Company’s products as a backup to the Field Services Engineers. Bending, stooping, and kneeling may be required. The employee may be required to lift 50 pounds. In addition, employees may be needed to push and pull up to 150 pounds.

WORK ENVIRONMENT

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Job duties are performed in an office environment or hospital setting utilizing standard office equipment and servicing the products. The noise level in the work environment is usually low to moderate.

Salary:  $85k 600 - $107,00  (with a 8% mbo)