[Hiring] Manager, Field Service @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.
• Provide support and guidance to Field Service Engineers ensuring customers get timely and quality resolutions to issues.
• Interface professionally within Outset including Patient Experience, Escalation Support, Product Support, R&D/Engineering, Supply Planning & Logistics, Sales & Clinical Teams, Customer Staff as well as patients.
• Provide support to Marketing or Sales for seminars, trade shows, and other demonstrations, as necessary.
• Extensive travel within the United States is required to build effective relationships with the service team, Sales and key customer contacts.

Qualifications

• 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).
• Management experience with a proven ability to lead teams, develop talent, and achieve business objectives.
• Strong leadership and mentoring skills.
• Ability to manage a remote team and coordinate field operations.
• Excellent communication and customer service skills.
• Proficiency in Microsoft Office and ERP systems.
• Valid driver’s license and good driving record.
• Extensive travel within the United States. May involve semi-annual travel to Mexico.
• Live in the geographic center of equipment and customer base.
• Ability to lift up to 75 lbs. using proper techniques.
• May require standing, walking, climbing, stooping, kneeling, and crawling.
• Travel via airplane, train, taxi, car, and other means as needed.

Requirements

• Ensures Outset Medical Tablo system SLA adherence & excellent customer experience through service delivery.
• 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.
• Oversees work for Field Service Engineers, including functional objectives, regulatory compliance and performance standards aligned with FSE Scorecards.
• Engage in quarterly field visits to customers with each FSE to provide support, coaching, and oversight.
• Quantifies the success of Field Service Engineers, partners with direct reports to objectively improve performance.
• Builds effective business relationships with Sales and key customer contacts, ensuring Outset medical delivers an exceptional customer experience.
• Creates projects & programs to drive continuous improvement and increasing knowledge/competence of the workforce.
• Works with leadership to identify and track key performance indicators for the Field Service group – Updating and maintaining FSE Scorecards & Project Execution.
• Strong sense of urgency in the execution of service delivery.
• Excellent communication skills with the ability to interact with customers, patients, and internal personnel.
• Strong Salesforce skills required & deep understanding of Field Service processes.
• Responsible for recruiting, hiring and ensuring Field Service Engineers are prepared to attend Tablo training and receive the required training / mentoring.
• Provides on-demand support to Outset Employees and Customers including after-hours phone support, holiday and weekend on-site support as required.
• Provides guidance & professional development to employees.
• 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, depending on operational and customer requirements.

Benefits

• National Salary Range (Remote): $110,700 — $150,300 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 are fueled by the opportunity to give people their lives back.
• Our culture revolves around the principles of moving farther, faster, together.