Field Service Manager (Central US Region)

Company Overview

Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day.  

At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love.

Position Overview

The Manager, Field Service reporting to the Director, Field Service is responsible for overseeing a customer facing workforce that is transforming the landscape of dialysis.

The Field Service team is frequently 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, and in-service support for Outset’s dialysis system. The customer oriented, hands-on leader will provide first-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 with our 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 50% of the time to build effective relationships with Sales and key customer contacts, support repairs, escalations, and/or provide additional training for Outset Field Service Engineers.

Essential Job Functions

• Ensures Outset Medical Tablo system uptime, SLA adherence & excellent customer experience through service delivery
• Oversees work for Field Service Engineers, including mean time to respond, mean time to repair, call closure, inventory, and parts returns
• 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
• 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 first and second level technical support to 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

Required Qualifications

• Self-starter and independent with the ability to manage/coordinate a staff located remotely.
• Willing to travel and be hands-on in the field to service the product whenever necessary

Preferred Qualifications:

• Degree in Biomedical Engineering, Mechanical, Industrial, or Systems Engineering strongly preferred
• 5+ years Field Service experience supporting complex capital equipment (medical devices and/or robotics preferred), including mechanical, electrical, fluidics and software elements containing a large number of SKUs
• Experience working in a regulated environment; familiar with Medical Device Regulations – CFR & ISO requirements preferred
• Ability to read, write, analyze, and interpret electronic and fluidics schematic diagrams and flowcharts.
• Pragmatic, organized and detailed.  Has a big capacity to both think and do, strong on detail and highly organized.
• Ability to promote ideas persuasively, influence others, and build and maintain effective professional relationships with internal partners and business leaders
• An independent thinker willing and able to express and support a point of view. 
• Demonstrated ability to think innovatively, connecting the dots when others cannot.  Able to make the leap from information to insight. 
• Has a quick intelligence, is fast on their feet and quickly responds to issues and questions.  
• Great writer and talker.  Can organize, summarize, clarify and communicate ideas simply, succinctly, and accurately to engineering and non-technical audiences.  
• Capable of maintaining a rapid pace; moves at a nice clip and enjoys having multiple projects going at once.  Can change course, be scrappy and get things done on short timeframes.
• Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.
• Must have valid driver’s license and good driving record.

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.

Company Culture

At Outset, we believe every person matters. Every Outsetter, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with intelligent speed. Our team expects nothing less than our best display of strengths and skills, and we find joy in working together for a common goal. At Outset, we believe that curiosity, ingenuity and conviction in the power of technology will transform the lives of dialysis patients and providers. 

And this doesn’t happen by accident. It starts with our live onboarding program, Bold Beginnings, which serves as an incubator for cross-functional team-building, an immersion in Outset’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry. In SPARK!, people managers across functions come together to master three pivotal conversations: 1) the priority conversation, 2) the performance conversation, and 3) the growth conversation. They do this in an environment that challenges, supports, and broadens mindsets. 

We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU, our future Outsetter. At Outset, we’ve designed a professional world that our employees are honored and impassioned to belong to, one that offers challenge, the ability to collaborate with great people, and opportunities to build skill and expertise in a fulfilling career. 

An opportunity at Outset Medical won’t just be about finding a job. Our culture revolves around the principles of moving farther, faster, together, so working here feels like a masterclass in peak performance, for individuals and teams. 

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EQUAL EMPLOYMENT OPPORTUNITY STATEMENT 

Outset Medical is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.