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Diality · 2 weeks ago

Sr. Field Service Manager

United States

Full-time

Onsite

Senior Level, Lead/Staff

$139K/yr - $160K/yr

10+ years exp

Diality is a medical device company focused on improving lives impacted by kidney disease, offering the innovative Moda-flx Hemodialysis System. The Senior Field Service Manager leads a customer-facing team of Field Service Engineers, ensuring exceptional service and operational excellence while overseeing installation, repair, and maintenance of the hemodialysis system.

Health CareHealth DiagnosticsMedicalMedical Device

Hiring Manager

Elizabeth Chavez

Responsibilities

Ensures Diality Hemodialysis system uptime, SLA adherence & excellent customer experience through service delivery

Oversees work for Field Service Engineers, including mean time to respond, mean time to repair, call closure, inventory, and parts returns

Establish and maintain controls, department policies, and budgets; review performance data such as financial, sales, and quality, to monitor and measure productivity, goal progress and activity levels; and ensure departmental goal achievement

Works cross functionally with Customer Operations to ensure that the Field Service team has the necessary tools to execute on all KPIs

Provides feedback to the Sustaining Engineering organization on device enhancements to improve the functionality and reliability of Moda-flx

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 Diality 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

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 CRM skills required & deep understanding of Field Service processes, partners with internal stakeholders to improve processes & business systems

Responsible for recruiting and hiring Field Service Engineers as well as procuring tooling and other items needed for the job

Provides on-demand first and second level technical support to 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 function

Qualification

Field Service ManagementMedical Device RegulationsTechnical SupportSalesforce CRMContinuous ImprovementSchematic InterpretationTeam LeadershipCommunication SkillsProblem SolvingOrganizational Skills

Required

Ability to read, write, analyze, and interpret electronic and fluidics schematic diagrams

Self-starter and independent with the ability to manage/coordinate a staff located remotely

Ability to read, write, analyze and interpret electronic and fluidics schematic diagrams and flowcharts

Must have valid driver's license and good driving record

Experience working in a regulated environment; familiar with Medical Device Regulations – CFR & ISO requirements preferred

Pragmatic, organized, detailed, and has a big capacity to both think and do

Ability to promote ideas persuasively, influence others, and build and maintain effective professional relationships with internal partners and business leaders

An independent thinker willing and able to express and support a point of view

Demonstrated ability to think innovatively, connecting the dots when others cannot

Able to make the leap from information to insight

Has quick intelligence, is fast on their feet and quickly responds to issues and questions

Strong written and verbal communication skills. Ability to organize, summarize, clarify, and communicate ideas simply, succinctly, and accurately to engineering and non-technical audiences

Capable of maintaining a rapid working pace and enjoys having multiple projects going at once. Can change course, be resourceful and get things done on short timeframes

Bachelor's degree in biomedical, Mechanical, Industrial, or Systems Engineering (or equivalent military experience)

10+ years in a global company (parts or capital goods manufacturing organization preferred) leading a functional area, with 5+ years' experience managing a large remote team, Dialysis Experience Preferred)

A proven track record of driving a business unit/functional group in identifying and driving areas or improvement (including Lean and Continuous Improvement methodologies) across an organization, resulting in improved product margin, profitability, and step-change performance

Demonstrated effective management (both direct and through influence) across multiple locations and remote work groups

Up to 20% domestic travel, as needed, to strengthen customer relationships, support escalations and repairs, and provide training for Field Service Engineers