Field Service Manager (Northeast)

Job description

**Company Overview** Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day. At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love. **This position is based in the Northeast, US and requires travel throughout MA, NH, NY, VT, CT, RI, NJ, DE, MD, PA, WV, OH.** **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 ensuring customers get 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 Engineers or Customer BioMeds. **Mission Critical Competencies:** 1. Customer Focus - Is dedicated, takes ownership and 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. 2. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile. 3. 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. 4. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. 5. Self-Knowledge - Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; is not defensive; is receptive to talking about shortcomings; looks forward to balanced (+’s and –‘s) performance reviews and career discussions. 6. 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. 7. 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. 8. Builds Effective Teams - Creating a positive and productive team environment. 9. Ensures Accountability - Holding oneself and others accountable for commitments and results. **Essential Job Functions** - 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 as aligned with FSE Scorecards and regulatory requirements. - Conduct (at a minimum) in quarterly field visits to customers with each FSE to provide support, coaching, and oversight. - Objectively assess and improve FSE 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 increases 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, partners with internal stakeholders to improve processes & business systems. - Recruiting, hiring, and ensuring Field Service Engineers are prepared to attend Tablo training and receive the required training / mentoring when they return to their territory 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. - 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. **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 and be positioned to effectively support service operations, including coaching and mentoring the service team, engaging with Sales and key customer contacts, and supporting repairs and escalations as needed. - 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. **Desired Qualifications** - Experience as a Service Manager or Team Lead in a medical device company. - Ability to interpret electronic and fluidics schematic diagrams and flowcharts. - Highly organized, detail-oriented and pragmatic - Strong persuasive and relationship-building skills with internal and external partners. - Advanced computer skills, including Excel, Word, Outlook, Power Point, ERP databases, and technology innovation. - Proven ability to advocate for customers. - Experience with service parts management and inventory procedures. National Salary Range National Salary Range (Remote) $111,000—$150,000 USD **Company Culture** 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, and we find joy in working together for a common goal. At Outset, 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. And we believe that it begins with YOU, our future Outsetter. At Outset, we’ve designed a professional world that our employees are honored and impassioned to belong to, one that offers challenge, the ability to collaborate with great people, and opportunities to build skill and expertise in a fulfilling career. An opportunity at Outset Medical won’t just be about finding a job. Our culture revolves around the principles of moving farther, faster, together, so working here feels like a masterclass in peak performance, for individuals and teams. Privacy is important to us. Please review our [**Applicant Privacy Notice.**](https://www.outsetmedical.com/wp-content/uploads/Applicant-Privacy-Notice.pdf) **Important Notice** We have been made aware of fraudulent activities where individuals are impersonating our company and offering fake job opportunities. Please note, Outset Medical will never request payment or gift cards during the hiring process, nor will we ask you to purchase your own equipment. Anyone reaching out to you with an email address ending in @outsetmedical.cc, is not a legitimate Outset representative. **For legitimate opportunities, always apply directly through our official careers page.** If you are unsure about the authenticity of a communication, contact us immediately at [peopleops@outsetmedical.com](mailto:peopleops@outsetmedical.com). **EQUAL EMPLOYMENT OPPORTUNITY STATEMENT** Outset Medical is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.