Hardware Service Manager

CliniComp San Diego, CA
CliniComp, Intl. (CCI) is a world class leader in Electronic Health Records. Our culture is to work with smart and creative people that can create and build a pathway to change the course of medicine and how care is delivered. This is not your average Hardware Service Manager position we are looking for a leader who knows how to see the big picture and guide the hardware Field Support team accordingly. The Hardware Service Manager will provide leadership and direction of hardware service staff, planning and organization of service operations. Career advancement is prevalent at this company and this role will be viewed as a great step towards a long standing career with this organization.

Job Summary: This position is responsible for leading a team of customer service and hardware implementation professionals to ensure that proper business management and customer support is achieved. The qualified candidate will oversee daily operations of the hardware services department including: scheduling, quotes, hardware installations at customer locations worldwide, the sites, contract management, and customer service. The Hardware Service Manager will develop, implement and achieve the companys service plan. This includes developing and executing the service strategy, expanding the capabilities of the hardware service group and working with the hardware service team to drive fulfillment and revenue.

This individual will have significant experience with hardware server installations, be familiar with Linux and/or Unix environments, possess general knowledge of network infrastructure, and demonstrate extensive experience with data center management.

Primary Responsibilities:

Manage a team of Field Support Technicians (FST)

Oversee all installation/service calls and ensure that FST are efficient in organizing installations and repair calls, parts and product ordering

Oversee the documentation of all department processes as well as updated documentation for all customer sites locations worldwide

Consult with customer sites on networking and hardware specifications and requirements

Troubleshoot hardware service calls via telephone with customer regarding servers, network, data acquisition devices, and CCI hardware systems

Understand, install and trouble-shoot uninterruptible power supplies (UPS)

Continually monitor service ticketing system to set task priority and direct team itineraries

Review and complete upcoming service orders with FST

Motivate and develop high-performing team members. Prepare and deliver performance evaluations

Work with hardware design and purchasing teams on parts selection

Lead regular meetings with account managers and FST members to set equipment movement schedules

Establish and maintain relationships with key customers by making periodic visits, exploring specific needs, and resolving problems

Collaborate with account managers to establish and maintain relationships with accounts that indirectly influence customer contracts and purchases

Participate in an on-call 24/7 customer service rotation

Core Competencies/Skills:

Experience leading and/or developing field service organizations and processes

Mechanical aptitude and current service skills; Familiar with diagnostics

Demonstrated expertise with building/maintaining hardware networks, server installations, network switches, and network cabling

Expert-level knowledge of data center maintenance and conditioning

Customer relations, interpersonal relationships, team relations and service

Effective organizational skills and project time management and ability to manage multiple tasks

Is results-oriented and thinks critically about problems beyond immediate/near-term impact

Willingness to travel (sometimes internationally) for service activities (estimated 10-20%)

Must be self-starter with the ability to lead a service center to accomplish its goals.

Great oral and written communication skills.

Work Environment: Exposure to various business environments with moderate noise levels created by computers and/or printers and light traffic; use of standard office equipment.

Physical Demands: Ability to sit for long periods of time when traveling; manual dexterity to operate equipment and tools; vision requirements include ability to adjust focus, depth perception, peripheral vision, distance vision and close vision; stand, walk, stoop, squat, reach to or below shoulder level, lift, carry, push, pull, and use hands to handle and feel; climb and reach above shoulder level; Ability to lift/carry up to 70 pounds and lift 50 pounds above the head. Ability to work long, early morning, late night and weekend hours.

Basic Qualifications

Bachelor's degree in a technical field such as computer science or IS. An additional 3 years of directly related experience may be considered in lieu of degree.

Minimum of 10-12 years work experience with ideally 3-5 years hardware support management or IT helpdesk manager and 5+ years of experience as a service engineer/technician

Experience navigating Linux and/or Unix operating systems

Demonstrated experience with installing and configuring network infrastructure

Solid networking knowledge including but not limited to: TCP/IP, VLANs, subnets, DNS, DHCP, VPN, SSL, Firewall

Proficient in Microsoft Office suite - Excel, Word, Outlook and particularly Visio

Demonstrated success in managing service professionals to achieve high customer satisfaction

U.S. Citizen with the ability to obtain DoD ADP and VA High Risk Background clearance

Must be able to obtain a US Passport

Willingness to travel (sometimes internationally) for service activities (estimated 10-20%). Must be able to operate a motor vehicle and have a valid drivers license

CliniComp, Intl. offers a competitive salary and exceptional benefits, including 100% of the premium for both employee and dependents on our HMO medical, dental, life and vision insurance plans; immediate 401(k) contribution with 25% company match, long-term disability plan, paid holidays and flex time off, education reimbursement, flexible spending accounts, Employee Assistance Program, and the opportunity to be part of an exciting established company, working in the dynamic field of health information technology.

We comply with the Americans with Disabilities Act and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions.