Manager, Product Support/Repair (Manager of Sterile Processing)

CareFusion Corporation, a wholly owned subsidiary of Cardinal Health (NYSE:CAH), is expected to become a public company with the planned spinoff of the clinical and medical products businesses of Cardinal Health. The global company serves the health care industry with products and services that help hospitals measurably improve the safety and quality of healthcare. CareFusion develops market-leading technologies including Alaris® IV pumps, Pyxis® automated dispensing and patient identification systems, AVEA and Pulmonetic Systems™ ventilation and respiratory products, ChloraPrep® for infection prevention and MedMined™ services for infection surveillance, neurological monitoring and diagnostic products, V. Mueller® surgical instruments and an extensive line of products that support interventional medicine.

CareFusion employs more than 15,000 people across its global operations. The company has applied to have its shares of common stock listed on the New York Stock Exchange under the ticker symbol "CFN." More information may be found at www.carefusion.com .

JOB TITLE: Manager, Product Support/Repair (Manager of Sterile Processing)



Every day at CareFusion, we work to improve patient care. By combining clinically proven products and services with actionable intelligence, we're helping to solve some of healthcare's most difficult challenges. Join us.



Function: Customer Service, Technical

Family: Prod Supp/Repair - Field & Dep





What Prod Supp/Repair - Field & Dep contributes to CareFusion

Sterile Processing, customer service and management experience necessary







What is expected of you and others at this level in Customer Service, Technical for functional success
  • Manages professional employees and/or supervisors; may manage business support, technical or production staff

  • Has accountability for managing financial resources

  • Provides technical guidance to employees

  • Develops processes and procedures to implement functional strategies

  • Has in-depth expertise in own job family and knowledge of the related job families

  • Applies expertise to improve effectiveness and provide guidance to employees in own area

  • Makes decisions, often difficult and/or unpopular, that impact the work of subordinates within job family; influences subordinates to support decision by presenting rationale/business case

  • Role models CareFusion high ethical standards and code of conduct

  • Recognizes development needs and capability gaps in own area and arranges specific projects/assignments to address needs

  • Proactively identifies talent internally and externally, including participation in succession planning process for job family

  • Cascades organizational goals through the function/work area to the individual level and ensures individuals understand how they can contribute

  • Builds confidence and respect of others through a positive and energizing style

  • Accepts responsibility for establishing goals and achieving results within own job family, holding self and others accountable for results

  • Manages budget for own area and allocates resources accordingly, applying knowledge of profit drivers within own area/job family

  • Interprets internal/external business issues and adapts work priorities in own area

  • Assists in the definition of strategic plans for own work team/job family or key product(s)/service(s)

  • Works with customers to anticipate and interpret customer needs and business challenges

  • Identifies quality and service-oriented customer solutions and shares key learnings with others

  • Resolves operational problems that impact the effectiveness of own area

  • Encourages subordinates to strive for operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to maximize results; serves as a role model in innovative thinking and in focusing on quality within work

  • Works collaboratively with internal/external groups to achieve business results, integrating the diverse perspectives of individuals of different backgrounds; coaches others in the dynamics of effective teamwork

  • Effectively solicits and explains difficult concepts and persuades others to adopt a point of view; states own point of view

Accountabilities in this role


 
Primary Responsibilities:
·         Manage all aspects of the customer relationship at contracted Instrument Management (IM) within defined Region
·         Manage all aspects of human resources for IM Service Technicians and Associate Service Managers within region
·         Provide technical guidance and expertise for IM to technician base, sales and customer
·         Utilize technical resources for guidance:  IAHCSMM, AAMI, AORN, etc
·         Execute contract addendums and contract renewals
·         Ownership for QBR, customer metrics and customer satisfaction
 
PRIORITY SERVICE OBJECTIVES (IM)
·         Maintain account service quality and efficiency.
·         Ensure professional service demeanor and interaction of all CAREFUSIONrepresentatives (verbal, physical).
·         Consistently develop service team professional, managerial and technical skills.
·         Maintain timely, positive service perception with facilities and physicians. (CAREFUSION liaison).
·         Maintain facility service satisfaction. (Perform Account Surveys / QBR's service metrics).
·         Maintain physician service satisfaction. 
·         Relay additional service opportunities in existing accounts and surrounding regions.
 
ACCOUNT MANAGEMENT:
·         Inventory Management:  ensure technical staff maintain appropriate par levels and storage.
·         Ensure technical staff maintain customer sites that are organized, neat and clean.
·         Ensures instrumentation cleanliness and functionality.  Spot checks!
·         Ensures Instrument tray content, organization, integrity, and cleanliness is maintained at 100% by technical staff.
·         Ensure technical staff utilize proper instrument cleaning techniques and processes. (Per CAREFUSION and Facility protocols).
·         Ensures resources are kept up to date: Facility Reference / Physician Preference materials.
·         Responsible for account and physician requests, service issue resolution and all related follow-up. 
·         Ensures instruments are repaired to like-new condition
·         Ensures contract requirements are met (account coverage, service levels, etc)
 
MANAGEMENT of  RECORDS and PROCESSES:
·         Coordinate CAREFUSION team member assignments. 
·         Ensure process to submit and organize, legible, accurate Invoices is maintained by local staff.
·         Coordinate On-Call/weekend/holiday duty rotation scheduling assignments: 
·         Ensure proper management of instrument repair and maintenance needs by local staff.
·         Ensure proper management of back-up equipment and instrumentation by local staff.
·         Approve and submit bi-weekly technician time sheets
 
OTHER DUTIES:
·         Perform Performance Evaluations.
·         Participate in CAREFUSION ~ Service Surveys (QBR's)
·         Participation in In-services and New account implementations
·         Customer entertainment and rapport building participation as approved by Director.
·         Recruiting Interviewing and training in cooperation with CAREFUSION Recruiting / Training Personnel.
·         Participate in new service technician skill development (technical and professional).
      - Account familiarization and service processes.
      - Fee Schedules, Invoicing, and related processes.
      - Instrument tray inventory, inspection, set-up and processing.
      - Instrumentation variety - configurations and applications.
 
 
DOCUMENTATION RESPONSIBILITIES:
·         Service Invoicing .
·         QBR documentation
·         Customer performance metrics
·         Performance Appraisal




Qualifications

  • Bachelors Degree in Biology, Marketing or Communication or related work experience

    •  Excellent organizational, communication, and customer service skills 

    • Adaptable & flexible to work hours. 

    • Working knowledge of Microsoft Office

    • Previous customer service experiences

    • Posses problem solving capabilities

    • Good interpersonal skills

    • Good verbal and written communications skills (English)

    • Self Motivated, able to work independently with little or no supervision

    • Able to work standing

    • Knowledge of surgical instruments, sterile processing, instrument management, and OR logistics and scheduling 

    • Knowledge of  the Operating Room or Medical experience as a lead agent or call center supervisor or similar related work experience

    • Considerable decision making capability, sensitivity to accuracy and timeliness, ability to train and evaluate support staff.


Additional Information:

  • Travel Percentage: 75%

Apply

  • Company:
    CareFusion
  • Location:
    Washington, DC 20003
  • Job Status/Type:
    Full Time
    Employee
  • Job Category:
    Medical/Health
  • Occupations:
    Nursing
    General/Other: Medical/Health
  • Industry:
    Biotechnology/Pharmaceuticals
    Healthcare Services
    Medical Devices and Supplies
  • Career Level:
    Manager (Manager/Supervisor of Staff)
Contact Information
  • Company:
    CareFusion
  • Reference Code:
    0900044N

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