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 an exceptional customer experience, the Field Service team is responsible for equipment 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 customers as well as Field Service Engineers 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.

Travel within the United States is expected up to 75% at times to build effective relationships with Sales and key customer contacts, support repairs, escalations, and/or provide additional training for Outset Field Service Engineers or Customer BioMeds.

Essential Job Functions

Ensures Outset Medical Tablo system SLA adherence & excellent customer experience through service delivery Oversees work for Field Service Engineers, including functional objectives, regulatory compliance and performance standards aligned with FSE Scorecards 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 and hiring Field Service Engineers 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

Mission Critical Competencies:

Customer Focus - Is dedicated to 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. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile. 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. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. 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. Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. 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. Builds Effective Teams - Creating a positive and productive team environment. Ensures Accountability - Holding oneself and others accountable for commitments and results

 

Physical Demands

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. Individuals will be required to sit for most of the day and will be required to stand as needed. May require walking, primarily on a level surface for periods of time throughout the day. The employee is occasionally required to stand, walk, climb, or balance, stoop, kneel, crouch or crawl and talk or hear. Proper lifting techniques will be required to lift, up to, 75lbs. Individuals will be required to travel via airplane, train, taxi, car and/or other means of transportation as needed.