Repair Manager

Description

Handle all aspects of customer communication, follow-up and sales transactions for medical imaging parts requests. 

Requirements

Essential Functions:

Review all return quality claims to ensure they are triaged properly and validated in a timely manner

• Work alongside Technical Operations Lead, and VP of Parts and Service Operations to ensure internal testing is completed
• Secure testing options from vendors when unable to complete validation in house 
• Generate purchase orders and approve payments
• Maintain communication with vendors to ensure sourced quality claims are resolved

Manage the outcome of quality metrics as parts are validated

• Authorize appropriate customer credit once quality determination is made
• Provide quality reporting to customers when invalid claims are discovered
• Update quality documentation for internal monitoring 
• Facilitate customer quality reviews for VP Of Parts Sales (Renovo, PartsSource)
• Analyze and update quarterly quality metrics for management review meetings
• Provide Supplier Quality Manager with necessary documentation for vendor quality review.

RMA and terms and conditions management for customer/vendor returns/exchanges

• Execute Exchange reminders to customer (transactional, account summary)
• Manage exchange deposit credits and refunds
• Authorize when to apply late return and late exchange processes
• Navigate core extensions on behalf of our customers (and with vendors when applicable)
• Work with customers to negotiate custom restock fees, add bill credits, and unacceptable returns/exchanges on the back end of transactions
• Navigate pain points that arise for customers with the key outcome being relationship development and business growth
• Approve the generation of high dollar add bills to customers
• Manage A/R + A/P invoice blocking for incoming returns
• Manage PIF/return doc generation for cores/returns that go directly back to vendor
• Oversee LIMBO shelf items to ensure they come to a resolution 

Oversee vendor exchange reminders and add bills

• Attend bi-weekly AllParts/Block accounting review meeting
• Send cores to vendor from QT (AdvSrc, NEW, and escalated vendors)
• Analyze vendor add bills with the goal of reducing spend, negotiating creative solutions
• Approve the payment of vendor add bills

AdvSrc Strategy Management

• Manage the development and growth of our AdvSrc strategy
• Quarterly highly requested parts review 
• Provide monthly performance reporting for AdvSrc activity
• Monitor customer add bill payments to replenish stock of key inventory
• Procure key inventory pieces at the request of the VP of Parts and Service Operations

Process Improvement

• Bi-Weekly RIO meetings + process improvement tracking

Development Areas: 

• Grow strategic partnerships for parts validations with locked testing rates, and timelines
• Develop reporting automations for better customer communication (SWP)
• Facilitate data review of quality summaries to chase targeted growth and improvement 
• Fulfill Supplier Quality Managers solution strategies 
• AdvSrc:
• AdvSrc CA
• AdvSrc TX
• AdvSrc parts contract support
• AdvSrc SERV support
• Identify frequently sourced parts with low GP for AdvSrc opportunity
• Develop parts validation model for external customers
• Quote and accept customer PO’s for parts validations 
• Manage testing timelines and return shipping of customer parts
• Provide comprehensive reporting for part validations 

Role Competencies:

• Ability to set and meet goals, meet deadlines, and organize work to be completed in a timely manner
• Solve problems using initiative and critical thinking skills
• Ability to work on concurrent projects and ensure timelines are met
• Capable of building positive working relationships with team members, customers and vendors
• Ability to be flexible and resolve situations with confidence and mature leadership 
• Solution-oriented professional who treats others with dignity and respect
• Team player who will foster communication among teams and share success

Cultural Fit:

Exhibit the Block Core Values of Growth, Integrity, Honor and Together. Make choices that contribute to the development and reinforcement of the core values. 

Qualifications:

Education: Bachelor’s Degree or equivalent required. Marketing, Finance, Supply Chain, Project Management, General Business, or Management preferred. 

Skills Requirements:

• Sales Skills: Ability to persuasively sell products, services, and ideas
• Personal Skills: Ability to be assertive and make decisions
• Smart Phone required
• Computer Skills: Proficient in Excel, Word, Outlook, keyboarding, and the internet. SAP experience is preferred.
• Organizational: Ability to organize and file both paper and electronic documents 
• Communication Skills: interpersonal, negotiation, telephone, writing, and listening
• Analytical skills with the ability to evaluate need, identify options, and negotiate price 
• Ability to work independently and make business related decisions
• Problem Solving
• Maintaining confidentiality

Immediate Supervisor:  

OEM & FDA Liaison and Supplier Quality Manager - Parts

Minimum Physical Expectations:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you have any questions, please contact Human Resources.

• Sitting or standing for long periods of time
• Physical activity that requires keyboarding, typing and reading on a computer, sitting, phone work and filing.
• Talking on the telephone and in person.
• Physical activity that sometimes involves lifting over 25 lbs. but not more than 50 lbs.

Block Imaging Parts & Service is an Equal Opportunity Employer