Headquartered in Wilmington, OH, EMSAR is a fast-growing national field services company providing maintenance, repair and installation services to OEMs in the Healthcare, Life-Science, Self-Service/Kiosk, and Security space. EMSAR’s customer-centric model enables us to customize and deliver the highest quality solutions to our blue-chip and emerging client base. EMSAR’s portfolio of services includes:
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On-site technical field support, including maintenance & repair
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Bench repair and remanufacturing
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Installation
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Call center
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Contract manufacturing and logistics
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FDA compliance and validation
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Project management
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Training and education
Product Operations & Execution
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Ensure products are structured, documented, and maintained to support scalable delivery.
- Coordinate cross-functional activities related to product launches, updates, and enhancements.
- Develop and refine operational processes that improve product performance and customer outcomes.
- Monitor product adoption, utilization, and operational effectiveness.
Commercial Operations Support
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Support pricing, quoting, contract administration, and revenue-related processes.
- Partner with sales and leadership teams to ensure products are positioned and sold effectively.
- Track and analyze key commercial metrics, identifying opportunities for growth and process improvement.
- Help align product offerings with market and customer needs.
Service Delivery Excellence
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Ensure product-related services are delivered consistently and in accordance with established standards.
- Identify and resolve operational challenges impacting customer satisfaction.
- Support implementation and onboarding activities to drive successful customer outcomes.
- Collaborate with service teams to improve delivery efficiency and quality.
Team Leadership & Development
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Provide day-to-day guidance, coaching, and support to Product Operations Specialists.
- Prioritize workloads and coordinate resources across initiatives.
- Establish performance expectations and promote accountability.
- Foster a culture of continuous improvement, collaboration, and customer focus.
Process Improvement & Reporting
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Develop and maintain operational dashboards, KPIs, and reporting.
- Identify inefficiencies and implement process improvements.
- Ensure data integrity and operational consistency across systems and workflows.
- Support strategic planning through analysis and actionable recommendations.
- Bachelor’s degree in business, management or related technical field OR equivalent work experience
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Strong/Confident interpersonal, oral and written communication skills
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Advanced understanding of service level agreements (SLA’s) and Key Performance Indicators (KPI’s)
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Inquisitive mind that enjoys problem solving
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Proficiency with Microsoft Office Suite
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Excellent communicator who can clearly and precisely communicate leading questions, instructions, and expectations via verbal and written methods to supported internal and external clients.
- Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
- Proven ability in developing and maintaining effective internal and external relationships.
- Personal drive to continually learn and apply new product, service and engagement techniques.
- Act with empowerment and confidence to think innovatively and creatively to provide clients solutions and improve EMSAR processes.
Preferred Qualification:
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ServiceMax/Salesforce experience
Work environment and Physical Demands
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Ability to sit for prolonged periods of time at computer system
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Available for overtime, on-call, stand-by and after hours responsibility.
