[Hiring] Field Service Manager @Outset Medical

Role Description

The Manager, Field Service reporting to Senior Field Service Leadership, is responsible for overseeing a customer facing workforce that is transforming the landscape of dialysis.

• The Field Service team is the face of Outset to our customers.
• Responsible for ensuring that all FSE under their leadership understand all elements of customer account and territory management, which includes but is not limited to:
  • Installation
  • Repair
  • Ongoing preventative maintenance
  • Inventory management
  • Calibrated tools
  • In-service support for Outset’s dialysis system
• Provide best-in-class support to the customer while effectively managing a team of US-based Field Service Engineers.
• Support and guidance to Field Service Engineers ensuring customers get timely and quality resolutions to issues.
• Manage repair escalations ensuring downtime is kept to a minimum.
• Interface professionally within Outset including:
  • Patient Experience
  • Escalation Support
  • Product Support
  • R&D/Engineering
  • Supply Planning & Logistics
  • Sales & Clinical Teams
  • Customer Staff
  • Patients
• Provide support to Marketing or Sales for seminars, trade shows, and other demonstrations, as necessary.
• Extensive travel within the United States is required.

Qualifications

• Ability to travel extensively within the United States, primarily by car, including overnight stays, as required by business needs.
• Bachelor’s degree in engineering (Electrical, Electronics, Mechanical, or Fluidics) preferred, or AS degree with equivalent experience or Equivalent Military Training and Experience.
• 5+ years of Field Service experience in the Medical Equipment Industry (10+ years without a degree).
• Proven management experience with the ability to lead teams, develop talent, and achieve business objectives.
• Strong leadership and mentoring skills, pertaining to the management of remote teams and operations.
• Excellent communication and customer service skills.
• Proficiency in Microsoft Office and ERP systems.
• Valid driver’s license and good driving record.
• Willingness to travel extensively within the U.S; occasional travel to Mexico.
• Must reside within the assigned territory.
• Proper mobility techniques to perform physical activities such as standing, walking, climbing, stooping, kneeling, and crawling.
• Exposure to blood borne pathogens and/or hazardous materials possible.
• Routinely lift and/or move up to 75 pounds.

Requirements

• Ensures Outset Medical Tablo system SLA adherence & deliver excellent customer experience.
• Ensure all FSE’s under their leadership have received and successfully completed the required training and field mentorship to meet and or exceed the stated KPI’s for their position.
• Conduct (at a minimum) quarterly field visits to customers with each FSE to provide support, coaching, and oversight.
• Objectively assess and improve FSE performance.
• Build effective business relationships with Sales and key customer contacts.
• Create projects & programs to drive continuous improvement and increase knowledge/competence of the workforce.
• Demonstrate urgency in service delivery and maintain strong communication with customers, patients, and internal teams.
• Strong Salesforce skills required & deep understanding of Field Service processes.
• Recruiting, hiring, and ensuring Field Service Engineers are prepared to attend Tablo training.
• Provides on-demand support to Outset Employees and Customers including after-hours phone support.
• Manage and maintain company assets required to perform all necessary job functions.
• Financial oversight of Field Service Organization to include participation and support of:
  • Budget & Forecasting
  • Travel & Expense Oversight & Compliance
  • Hiring & Compensation
  • Asset & inventory management
• The role is comprised of approximately 80% management responsibilities and up to 20% hands-on field work.

Benefits

• National Salary Range (Remote): $111,000 — $150,000 USD

Company Description

At Outset, we believe every person matters. Every Outsetter, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with intelligent speed.

• Our team expects nothing less than our best display of strengths and skills.
• We find joy in working together for a common goal.
• We believe that curiosity, ingenuity and conviction in the power of technology will transform the lives of dialysis patients and providers.
• We are fueled by the opportunity to give people their lives back.
• Our culture revolves around the principles of moving farther, faster, together.