Field Service Manager (Pacific Northwest)

The role

The Field Service Manager oversees a customer facing workforce of Field Service Engineers. This person manages service delivery, team performance, and customer relationships for dialysis systems.

What you will do

• Ensures Tablo system SLA adherence and customer experience
• Ensures FSEs complete required training and field mentorship
• Conducts quarterly field visits with FSEs for coaching and oversight
• Assesses and improves FSE performance
• Builds business relationships with Sales and customer contacts
• Creates projects to drive continuous improvement
• Recruits and hires Field Service Engineers
• Provides on-demand support including after-hours, holiday, and weekend support
• Manages company assets
• Provides financial oversight including budget, forecasting, and travel compliance

Required qualifications

• Ability to travel extensively within the United States, primarily by car, including overnight stays
• 5+ years of Field Service experience in the Medical Equipment Industry (10+ years without a degree)
• Proven management experience leading teams and achieving business objectives
• Strong leadership and mentoring skills for remote teams
• 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. and occasional travel to Mexico
• Must reside within the assigned territory
• Proper mobility techniques to perform 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

Nice to have

• Bachelor’s degree in engineering (Electrical, Electronics, Mechanical, or Fluidics)
• AS degree with equivalent experience or Equivalent Military Training and Experience
• 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
• Advanced computer skills including Excel, Word, Outlook, Power Point, and ERP databases
• Proven ability to advocate for customers
• Experience with service parts management and inventory procedures

About the company

Outset Medical is a medical device company focused on revolutionizing the field of dialysis through groundbreaking technology. The company aims to reduce the cost and complexity of dialysis care.