Customer Service & Support Jobs in Pennsylvania (Now Hiring) — 29,013 open — Page 449

Primary Purpose

The District Operations Supervisor is responsible for directly supervising operations of a district office, which may include supervising customer service and equipment processing personnel and activities to achieve financial and operating objectives.  The District Operations Supervisor is responsible for providing supervisory direction to ensure that the delivery of equipment and services exceeds customer expectations and that staff follow the strategic direction that has been set and all applicable operational regulations and standards.

Drive Efficiency (L#5)

Makes decisions that ensure consistent execution of key systems and processes that make effective use of organizational resources.

• Analyze information, generate alternatives, and commit to solutions that ensure the efficient use of organizational resources.
• Delegate decision-making authority and task responsibility to ensure efficient execution of key systems and processes.
• Establish plans for executing systems and processes that make efficient use of organizational resources.
• Set challenging goals for the efficient use of organizational resources.

Engage Employees (L#13a)

Creates a work environment in which employees become compelled to commit to their organization and its bottom line and feel pride and job ownership.

• Build employee trust and engagement by being honest and consistent, keeping commitments, exchanging ideas openly, and providing support.
• Delegate decision-making authority and task responsibility to employees to maximize their job ownership and commitment to outcomes.
• Provide timely guidance and feedback to help others excel so they become more committed to their jobs and the organization.

Create a Customer Service Culture (L#29)

Leads the implementation of new processes, activities and culture that enhances the customer experience; ensures that associates live a customer focused culture day to day.

• Make customer satisfaction the primary focus when implementing new processes, activities and culture.
• Encourage the implementation and acceptance of new, customer focused processes, activities and culture.
• Set high standards and accountability for customer satisfaction.

Drive Performance (L#16a)

Gets results personally and from work groups; sets performance expectations and holds people accountable for getting results.

• Provide timely guidance and feedback to help others excel
• Establish performance objectives and development plans, track performance, and evaluate progress toward goals.
• Work tenaciously toward stretch goals for personal and group performance.

Finance, Product & Industry Knowledge

Understands and can appropriately apply knowledge of product and service offerings.

• Demonstrates in-depth knowledge of product and service offerings.
• Demonstrates financial acumen and a robust understanding of financial analysis and communication.
• Use insight into market drivers to capitalize on key business opportunities that will create business opportunities
• Demonstrates knowledge of the healthcare industry, including an understanding of hospital operations, alternate care providers, and medical equipment manufacturers.
• Recognizes professional trends and business situations that present opportunities.

Continuous Improvement (O#6)

Emphasis on constantly improving processes, products, and services and exploring innovative ways to do the job.  Willingness to consider change and to adapt.

• Encouraging exploration of process, product, or service improvement.
• Examining creative and diverse solutions to work issues.
• Maintaining an open, flexible environment, being receptive to change.

Participative Management (O#19)

Encouragement of an environment in which individuals have a sense of ownership and influence over their work.

• Giving task responsibility to individuals.
• Allowing individuals to make decision about their work.
• Responsibilities Provides leadership, planning and direction to ensure business objectives and financial goals are achieved.
• Proactively supports customer on-site service.
• Holds self and team accountable for timely completion of assignments and achieving expected results.
• Understands and uses effective conflict resolution skills, e.g., identifies and resolves customer and staff concerns, discrepancies and disagreements
• Oversee equipment management practices.
• Promotes communication among team members to create visibility for internal staff and customers.
• Makes sound and timely decisions.
• Demonstrates in-depth knowledge of medical equipment.
• Manages equipment inventory and par levels consistent with contract terms, pricing and policies.
• Manages missing and lost equipment, software upgrades and accessories.  
• Uses available resources to ensure teams operate efficiently, and handles geographic routing and prioritization to service customers.
• Gain knowledge to be proficient in systems.
• Completes and maintains DOT certification, according to location-specific needs.
• Oversees staffing levels and on call schedules based on demand.
• Recruits, trains and develops employees.  Provides cross- and lateral training, emphasizing continuous improvement and teamwork, and providing on-going feedback with focused action steps for areas of improvement.
• Understands billing for account invoices and assists with account receivables collections
• Leads and supports continuous improvement initiatives.
• Demonstrates the leadership to inspire others by modeling a positive commitment to the business, peers, other departments, direct reports, and clients.
• Ensure timeliness of district wide performance appraisals.
• Performs other assigned duties.

Knowledge, Skills, Abilities and Other Characteristics 

• Ability to perform in a fast paced environment.
• Ability to maintain communication with other departments within organization.
• Complies with patient privacy laws in all matters.
• Operates with a proactive approach towards safety, health and quality in compliance with all company, governmental and customer policies and regulations.
• Willingness to strive for constant improvement of department efficiencies as well as utilization of financial systems.
• Excellent communication skills, both written and verbal.
• Time management and organizational skills.

Educational Credentials and Experience Required

• 3 years management experience or work experience with demonstrated leadership.
• Prefer healthcare, hospital industry, medical equipment, sales and services.
• Bachelor’s degree preferred. 
• Healthcare experience preferred.
• Business and financial management expertise to assist with contract management and account margin maintenance.
• Profit and Loss (P&L) statement and budget management experience.
• Demonstrated computer literacy
• Willingness to work flexible hours, including evenings, weekends and holidays, as well as emergency off-hours as required.
• Travel up to 50 -75%
• Valid driver’s license.

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti’s investigation of such reports. Affirmative Action Policy Statements

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

Primary Job Location:

Philadelphia District

Additional Locations (if applicable):

Job Title:

Operations Supervisor - District

Company:

Agiliti

Location City:

Mt. Laurel

Location State:

New Jersey$61,714.90 - $98,765.37

This range represents the low and high ends of the Agiliti pay range for this position. This base pay range information is based on the market locations shown. For sales positions, this range combines the base salary and the target incentive pay. The actual pay offered may vary depending on several factors including geographic location, experience, job-related knowledge, skills, and related factors. Dependent on the position offered, short-term and/or long-term incentives may be provided as part of the compensation. Applicants should apply via Agiliti's internal or external career site.