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 its customers. In addition to delivering exceptional customer experience, the Field Service team is responsible for ensuring that all Field Service Engineers under their leadership understand customer account and territory management, including installation, repair, 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 while effectively managing a team of US-based Field Service Engineers. This role will provide support and guidance to Field Service Engineers, ensure timely and quality issue resolution, and manage repair escalations to minimize downtime.

This role interfaces with Patient Experience, Escalation Support, Product Support, R&D/Engineering, Supply Planning & Logistics, Sales & Clinical Teams, customer staff, and patients. The role also provides support to Marketing or Sales for seminars, trade shows, and other demonstrations as necessary.

Extensive travel within the United States is required to build relationships with the service team, Sales, and key customer contacts, support repairs and escalations, and provide training for Field Service Engineers or Customer BioMeds.

Mission Critical Competencies:

• Customer Focus: Takes ownership in meeting internal and external customer expectations, uses customer information to improve products and services, and builds effective customer relationships.
• Intellectual Horsepower: Deals comfortably with concepts and complexity and demonstrates intellectual sharpness, capability, and agility.
• Composure: Handles pressure, stress, unexpected situations, and crises with maturity and stability.
• Functional/Technical Skills: Has the functional and technical knowledge and skills to perform at a high level.
• Self-Knowledge: Understands personal strengths, weaknesses, opportunities, and limits; seeks feedback and is receptive to criticism.
• Drive for Results: Consistently pushes self and others to exceed goals and achieve results.
• Directing Others: Establishes clear direction, sets objectives, distributes workload, maintains dialogue, and brings out the best in people.
• Builds Effective Teams: Creates a positive and productive team environment.
• Ensures Accountability: Holds oneself and others accountable for commitments and results.

Essential Job Functions:

• Ensures Outset Medical Tablo system SLA adherence and delivers excellent customer experience.
• Ensures Field Service Engineers complete required training and field mentorship to meet or exceed position KPIs and regulatory requirements.
• Conducts at least quarterly field visits to customers with each Field Service Engineer for support, coaching, and oversight.
• Objectively assesses and improves Field Service Engineer performance.
• Builds effective business relationships with Sales and key customer contacts.
• Creates projects and programs to drive continuous improvement and increase workforce knowledge and competence.
• Demonstrates urgency in service delivery and maintains strong communication with customers, patients, and internal teams.
• Uses Salesforce and partners with internal stakeholders to improve field service processes and business systems.
• Recruits and hires Field Service Engineers and ensures they receive required training, mentoring, tooling, and other job resources.
• Provides on-demand support to employees and customers, including after-hours phone support and holiday and weekend on-site support as required.
• Manages and maintains company assets required to perform job functions.
• Provides financial oversight, including budget and forecasting, travel and expense compliance, hiring and compensation, and asset and inventory management.
• Performs 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.
• Bachelor’s degree in Electrical, Electronics, Mechanical, or Fluidics Engineering preferred, or an associate degree with equivalent experience or equivalent military training and experience.
• 5+ years of Field Service experience in the medical equipment industry, or 10+ years without a degree.
• Proven management experience leading teams, developing talent, and achieving business objectives.
• Strong leadership and mentoring skills for managing 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 United States, with occasional travel to Mexico.
• Must reside within the assigned territory and be positioned to support service operations, including coaching and mentoring the service team, engaging with Sales and key customer contacts, and supporting repairs and escalations.
• Ability to perform physical activities such as standing, walking, climbing, stooping, kneeling, and crawling.
• Possible exposure to bloodborne pathogens and hazardous materials.
• Routinely lifts or moves 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, PowerPoint, ERP databases, and technology innovation.
• Proven ability to advocate for customers.
• Experience with service parts management and inventory procedures.

Company Culture:

At Outset, every person matters. The company values innovation, curiosity, ingenuity, conviction in technology, collaboration, professional growth, and working together toward a common goal.