Manager – Field Service

Position Overview

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.  In addition to delivering exceptional customer experience, the Field Service team is 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 and in-service support for Outset’s dialysis system. The customer-oriented, hands-on leader will provide best in class support to the customer while effectively managing a team of US-based Field Service Engineers. This role will provide support and guidance to Field Service Engineers customers as well as Field Service Engineers ensuring customers get ensuring timely and quality resolutions to issues and manage repair escalations ensuring downtime is kept to a minimum. 

This role will 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 and will be one of the key faces of Outset. They will additionally 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, support repairs, escalations, and/or provide additional training for Outset Field Service Engineersor Customer BioMeds.

Essential Job Functions

• 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.  Somewhat repetitive to the 3rd bullet I added, but I think it still works’

• 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.

Mission Critical Competencies:

1. Customer Focus - Is dedicated, takes ownershipand reasonability in meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

1. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile. 

1. Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.

1. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

1. Self-Knowledge - Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn’t defensive; is receptive to talking about shortcomings; looks forward to balanced (+’s and –‘s) performance reviews and career discussions.

1. Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line, employee, and customer-oriented; steadfastly pushes self and others for results.

1. Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

1. Builds Effective Teams - Creating a positive and productive team environment.

1. Ensures Accountability - Holding oneself and others accountable for commitments and results

Required 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.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  I like the qualifier

• 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.

Desired Qualifications

• 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.

This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

Note: Candidates must be legally authorized to work in the United States.