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Outset Medical, Inc. · 1 day ago

Manager, Field Service (Carolinas)

Carolinas

Full-time

Onsite

Mid, Senior Level

$115K/yr - $155K/yr

5+ years exp

Outset Medical is a pioneering medical device company focused on revolutionizing dialysis technology. The Manager, Field Service is responsible for overseeing a customer-facing team to ensure exceptional service delivery, manage field service engineers, and maintain customer relationships while driving continuous improvement efforts.

Health CareHealth DiagnosticsMedicalMedical Device

Comp. & Benefits

No H1B

Responsibilities

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 (at a minimum) 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, partners with internal stakeholders to improve processes & business systems

Responsible for recruiting, hiring and ensuring Field Service Engineers are prepared to attend Tablo training and receive the required training / mentoring when they return to their district as well as procuring tooling and other items needed for the job

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

Qualification

Field Service ManagementMedical Equipment ExperienceCustomer Service SkillsLeadership SkillsSalesforce ProficiencyMicrosoft Office ProficiencyERP Systems KnowledgeTeam BuildingCommunication SkillsProblem SolvingOrganizational Skills

Required

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

Preferred

Experience as a Service Manager or Team Lead in a medical device company

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

Pragmatic, organized and detailed. Has a big capacity to both think and do, strong on detail and highly organized

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

Excellent computer and technology skills with regards to software applications, Excel, Word, Outlook, Power Point) ERP databases, and technology innovation

Strong organizational and planning skills

Proven ability to act as a customer advocate

Experience with service parts management and inventory procedures