Field Service Manager (Pacific Northwest)

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.