Field Service Manager-Boise, Idaho
About the Role
The Field Service Manager is responsible for managing a team of Field Service Engineers and Trainers to meet or exceed revenue targets. This position oversees the overall service level, support, and repair of Olympus America, Inc. (OAI) products within an assigned geographical area. The role involves coordinating and continuously developing Olympus resources to drive the highest levels of customer satisfaction.
Responsibilities
- Identify and create area strategies to achieve service objectives, adjusting as needed to meet business goals.
- Analyze trends and key issues impacting business results, establishing objectives, strategies, and tactics to address them.
- Utilize systems to track progress of strategy implementation.
- Provide leadership and direction to Field Service Engineers (FSEs) to consistently meet or exceed performance objectives.
- Communicate a vision for the Service Organization that team members strive to attain.
- Provide continuous job expectations, development opportunities, and performance improvement to ensure high levels of customer satisfaction:
- Train and coach FSEs in knowledge and skills required for continuous improvement.
- Conduct routine field visits with each FSE as required.
- Monitor progress, recognize improvement, and establish new priorities.
- Utilize Training Department and Field Service Trainers to support area training needs.
- Provide accurate feedback and recognition to FSEs on their progress toward meeting job expectations.
- Routinely assess FSE performance trends versus job expectations and establish objectives, methods, and measures for improvement.
- Analyze utilization and productivity reports to optimize individual and team performance.
- Identify individual performance in relation to team performance and department standards.
- Manage area reports and data analysis, maintaining service records related to overall performance.
- Ensure consistent quality standards within the area and coordinate nationally.
- Maintain positive customer relationships.
- Coordinate with Sales Management to achieve customer service objectives.
- Manage overall dispatch activities to maximize efficiency.
- Work within other areas of Support Services as required.
- Perform all other essential duties as directed.
Requirements
- Minimum of a Bachelor’s Degree in Electrical, Electronic, Biomedical, or Computer Science from an accredited college or university OR an Associate’s Degree in the above disciplines with a minimum of five (5) years of experience in a medical or electronics-related field.
- Valid driver’s license.
- Travel by car and plane is required.
- Must adhere to all customer and vendor credentialing requirements.
- Completion of annual bloodborne pathogen training, operating room protocol training, and Hepatitis B vaccination.
Benefits
Olympus offers a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.
- Competitive salaries, annual bonus, and 401(k) with company match.
- Comprehensive medical, dental, and vision coverage effective on start date.
- 24/7 Employee Assistance Program.
- Free live and on-demand well-being programs.
- Generous paid vacation, sick time, and 12 paid holidays.
- Paid parental leave and adoption assistance.
- On-site child daycare, café, and fitness center (location-dependent).
- Paid volunteering and charitable donation/match programs.
- Employee Resource Groups.
- Dedicated training resources, learning & development programs, and paid educational assistance.
Pay
The anticipated base pay range for this full-time position is $122,362.00 - $171,307.00 per year, plus potential for an annual bonus (subject to plan eligibility and other requirements). Pay may vary depending on location, level of experience, and relevant education and certifications.
Schedule
This is a field-based role with workplace flexibility.
Locations
Idaho (Boise), Kansas (Kansas City), Oregon (Portland), Washington (Seattle).