Position Overview 

The Senior Field Service Manager (SFSM), reporting to the Director, Field Service is responsible for overseeing equipment installation, ongoing preventative maintenance, and in-service support for Outset’s dialysis system. The customer oriented, hands-on candidate will provide first-class support to the customer while effectively managing a team of US based Field Service Engineers.  The SFSM will provide support and guidance to customers as well as Field Service Engineers ensuring timely and quality resolutions to issues. The candidate will also manage repair escalations ensuring downtime is kept to a minimum.  The candidate will mentor less experienced Field Service Managers and provide guidance to these Field Service Managers on leading a remote service team.  

The candidate 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. The Senior Field Service Manager will supply feedback to R&D regarding system performance, serviceability improvements as well as customer feedback. 

The FSM should expect to travel within the United States up to 75% of the time initially with the potential for worldwide travel as the company grows. This travel may include supporting repairs, escalations, or providing additional training for Outset Field Service Engineers or Customer BioMeds.   

  

Essential Job Functions 

• Oversees work for Field Service Engineers, including call closure, inventory, and parts returns. 
• Supports development of Field Service Managers and is a mentor to less experienced leaders. 
• Strong Salesforce skills required with the ability & drive to become a super user over time. 

• Works with the Senior Director, Field Service to identify and track key performance indicators for the Field Service group. 
• Support the development of training and service materials. 
• Responsible for recruiting and hiring Field Service Engineers as well as procuring tooling and other items needed for the job. 
• Assures optimum equipment uptime for customers by quickly responding to customer reported problems and managing their expectations via phone and email. 
• Provides feedback for design and process changes to assure customer satisfaction. 

• Excellent communication skills with the ability to interact with customers, patients, and internal personnel. 
• Provide on-demand first and second level technical support to customers including after-hours phone support, holiday and weekend on-site support as required. 
• Manage and maintain company assets required to perform all necessary job functions. 

  

Qualifications 

• Service Manager Experience with a medical device company a plus. 
• Bachelor’s degree in Engineering (Electrical, Electronics, Mechanical, or Fluidics) strongly preferred or an AS and equivalent experience. 
• 5+ years Field Service experience in the Medical Equipment Industry. 
• 10+ years Field Service Experience without Bachelor’s/AS Degree. 
• 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. 

  

Other Skills/Abilities 

• Ability to read, write, analyze and interpret electronic and fluidics schematic diagrams and flowcharts. 
• Ability to respond in verbal or written form (email) to inquiries or complaints from customers or co-workers. 
• Must be fiscally responsible, able to make own travel arrangements, and turn in expense reports on a weekly basis. 

• 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. 
• Ability to travel internationally. 
• Requires up to 75% travel. 

This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization. 

Note: Candidates must be legally authorized to work in the United States. 

  

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 the majority 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.