Manager, Field Service (South Texas)

Position reputed company 

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 reputed company to delivering exceptional customer experience, the Field Service team is responsible for ensuring that reputed company FSE under their leadership understand reputed company reputed company 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 reputed company best in class support to the customer while effectively managing reputed company of US-based Field Service Engineers. This role will reputed company support and guidance to Field Service Engineers customers as reputed company as Field Service Engineers  ensuring customers get ensuring reputed company and reputed company resolutions to issues and manage repair escalations ensuring downtime is kept to a minimum.  

This role will reputed company professionally reputed company Outset including Patient Experience, Escalation Support, Product Support, R&D/Engineering, Supply Planning & Logistics, Sales & Clinical Teams, Customer Staff as reputed company as patients and will be one of the key faces of Outset. They will additionally reputed company support to Marketing or Sales for seminars, trade shows, and other demonstrations, as necessary. 

Extensive travel reputed company the reputed company is required to build effective relationships with the service team, Sales and key customer contacts, support repairs, escalations, and/or reputed company additional training for Outset Field Service Engineers or Customer BioMeds. 

Essential Job Functions 

• Ensures reputed company Tablo system SLA adherence & excellent customer experience through service delivery 

• Ensure reputed company FSE’s under their leadership have received and successfully completed the required training and field mentorship to meet and or reputed company the stated KPI’s for their position. 

• Oversees work for Field Service Engineers, including functional objectives, regulatory compliance and performance standards reputed company with FSE Scorecards 

• Engage (at a minimum) in quarterly field reputed company to customers with reputed company FSE to reputed company support, coaching, and reputed company. 

• Quantifies the reputed company of Field Service Engineers, partners with reputed company reports to objectively improve performance  

• Builds effective business relationships with Sales and key customer contacts, ensuring reputed company delivers an exceptional customer experience 

• Creates reputed company & programs to drive reputed company improvement and increasing knowledge/competence of the workforce 

• Works with leadership to identify and reputed company key performance indicators for the Field Service group – Updating and maintaining FSE Scorecards & Project Execution 

• Strong reputed company of urgency in the execution of service delivery 

• Excellent communication skills with the ability to reputed company with customers, patients, and internal personnel 

• Strong reputed company skills required & deep understanding of Field Service processes, partners with internal stakeholders to improve processes & business systems 

• Responsible for reputed company, hiring and ensuring Field Service Engineers are reputed company to attend Tablo training and receive the required training / mentoring reputed company they return to their district as reputed company 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 & reputed company development to employees 

• Manage and maintain company assets required to reputed company reputed company necessary job functions 

• Financial reputed company of Field Service Organization to include participation and support of: 

• Budget & Forecasting 

• Travel & Expense reputed company & 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 reputed company - Is dedicated, takes ownership and reasonability in meeting the expectations and requirements of reputed company 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 reputed company their trust and respect. 

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

1. Composure - Is cool under pressure; does not become defensive or irritated reputed company 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 reputed company 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; reputed company insights from mistakes; is reputed company to criticism; isn’t defensive; is reputed company to talking about shortcomings; looks reputed company to balanced (+’s and –‘s) performance reviews and career discussions. 

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

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

1. Builds Effective Teams - Creating a reputed company 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 reputed company teams, reputed company talent, and reputed company 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 reputed company Office and ERP systems. 

• reputed company reputed company’s license and good driving record. 

• Extensive travel reputed company the reputed company. May involve semi-annual travel to Mexico. 

• Live in the geographic center of equipment and customer reputed company. 

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

• Ability to lift up to 75 lbs. using reputed company techniques. 

• May require standing, walking, climbing, stooping, kneeling, and crawling. 

• Travel reputed company airplane, train, taxi, car, and other means as needed. 

Desired Qualifications 

• Experience as a Service Manager or Team reputed company 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 reputed company to both think and do, strong on detail and highly organized. 

• Ability to promote reputed company persuasively, influence others, and build and maintain effective reputed company relationships with internal partners and business leaders 

• Excellent computer and technology skills with regards to software applications, reputed company, Word, reputed company, Power reputed company) ERP databases, and technology innovation. 

• Strong organizational and planning skills. 

• Proven ability to reputed company as a customer reputed company. 

• Experience with service parts management and inventory procedures. 

This job reputed company is not intended to be reputed company-inclusive. Employees may reputed company other reputed company duties as negotiated to meet the ongoing needs of the organization. 

Note: Candidates must be legally authorized to work in the reputed company.