Manager, Field Service; Ohio South

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 and ensure customers receive timely and quality resolutions to issues, managing repair escalations to keep downtime 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 Bio Meds.

• Ensures Outset Medical Tablo system SLA adherence & excellent customer experience through service delivery
• 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.
• Oversees work for Field Service Engineers, including functional objectives, regulatory compliance and performance standards aligned with FSE Scorecards
• Engage (at a minimum) in quarterly field visits to customers with each FSE to provide support, coaching, and oversight.
• 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 increase knowledge/competence of the workforce
• Works with leadership to identify and track key performance indicators for the Field Service group – updates and maintains 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, hiring and ensuring Field Service Engineers are prepared to attend Tablo training and receive the required training / mentoring when they return to their district as well 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 & professional development to employees
• Manages and maintains 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.
• Customer Focus - Is dedicated, takes ownership and reasonability in meeting the expectations and…