Field Services Manager

Job Location:

Melbourne, Australia

Job Description:

Job Description

 Field Services Team is part of the Professional Services offered by Intelerad. This team is composed of technically skilled individuals who spend a large amount of time on the road working with clients and prospects.

The Field Services Team is composed of Field Analysts and Applications Specialists. These teams are responsible for product implementation, workflow and customer training; this requires continuous interaction with our clients and prospects.

The Field Services Manager is responsible for proficient end user training and uptake of our products by its users. The Field Services Manager will assist with devising the ongoing organizational training strategy for our clients, oversee its implementation and assess its outcomes.  Responsibilities include managing and mentoring a team of field analysts, application specialists and training advisors.


Team Management

  • Set objectives and key performance indicators (KPIs) for the responsible functional areas in line with company and Oceania objectives
  • Budgeting and expense management
  • Manage the following human resource responsibilities, within the team (Goal setting, compensation & evaluation, Hiring, coaching & performance management)
  • Ensure that our service offering meets our standards and that clients are satisfied with the level of service provided by Intelerad
  • Work with the Senior Customer Advisor to develop training plans for existing clients with a focus on clinical use of the products by radiologists
  • Maintain a strong relationship with customers to ensure flawless execution of training plans, resolving issues as they arise
  • Scheduling and allocation of Field Services resources for all client projects
  • Track and analyse Field Service utilisation in order to maximize throughput
  • Address customer enquiries, resolve issues and obtain customer feedback proactively

Leadership and Motivation

  • Communicate the vision, goals and progress of the organization to staff within the team
  • Liaise with head office (Montreal) to align Oceania with global operational processes and KPI’s
  • Promote teamwork and good communication within the team, within the company and with our customers
  • Maintain accountability for field services professionals for delivering services with very high levels of client satisfaction
  • Represent Intelerad professionally at client sites, prospect sites, trade shows, and head office as required

Monitoring and Improving

  • Manage all reporting metrics for your delivery organisation ensuring quality delivery of training and product configuration and implementation
  • Prepare and deliver business reviews to senior management
  • In collaboration with the responsible functional areas departmental managers, continuously evaluate the inner processes of the department, including progress of KPI’s, with recommendations and implementation of adjustments in order to improve KPI indicators and efficiency
  • Develop new and innovative strategies and business practices
  • Ensure the quality of work coming into the Field Service team from other teams, and work exiting the Field Service Team to other teams, is of high quality


  • Maintain a comprehensive technical understanding of Intelerad products, including supported workflows and optimal hardware and software configurations.
  • Participate in creating a body of reusable knowledge for the benefit of global field resources at Intelerad and our clients


  • Contribute to Intelerad’s sales process by assisting with professional service input for RFP’s, RFT’s, tenders and individual projects


  • Experience managing training and certification programs for an IT, software or hardware organisation.
  • Experience working with business development professionals.
  • Experience managing an education P&L: financial management able to effectively manage cost, revenue and margin
  • Familiarity with clinical product training in various imaging environments (e.g. teleradiology, hospital, ambulatory).
  • Marketing, operations and training delivery experience.

Job Requirements:


  • Experience leading field analysts, field engineers, application trainers or similar roles in a software development organisation, preferably in the health IT sector
  • Experience conducting training needs assessments and developing training plans.
  • Excellent Verbal and Written Communication Skills
  • Experience engaging and presenting to senior executives (CXO level).
  • Bachelor’s in Engineering, Computing or equivalent.

Additional Information


You may click here to apply for this job at SmartRecruiters.

Contact Information:

Contact: Human Resources


December 21, 2017
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