Field Service Manager (Northeast)
About Our Client
This organization operates in the medical device industry, focusing on improving dialysis treatment. It addresses challenges related to the complexity and cost of dialysis by developing innovative technology that simplifies care across various settings, including hospitals, clinics, and homes. Its FDA-cleared Tablo® Hemodialysis System integrates modern technology to enhance dialysis care, aiming to improve patient outcomes and provider efficiency.
About the Opportunity
The Field Service Manager, Northeast leads a customer-facing team responsible for servicing and supporting the dialysis system. This role ensures the team delivers timely, high-quality technical support and maintenance, enhancing customer experience and minimizing system downtime. The manager acts as a key liaison between the service team, customers, and internal departments to maintain operational excellence and support the organization's mission.
Responsibilities
- Oversee adherence to service level agreements and customer satisfaction.
- Ensure all Field Service Engineers complete required training and meet performance indicators.
- Conduct quarterly field visits to support and coach team members.
- Assess and improve Field Service Engineer performance objectively.
- Build and maintain strong relationships with Sales and customers.
- Develop projects and programs to drive workforce knowledge and continuous improvement.
- Maintain effective communication with customers, patients, and internal teams.
- Utilize Salesforce and understand field service processes to enhance operations.
- Manage recruitment and training preparations for Field Service Engineers.
Requirements
- Demonstrated customer focus and ability to build trust.
- Strong intellectual capacity and technical expertise.
- Composure under pressure and effective crisis management.
- Self-awareness and openness to feedback.
- Proven drive for results and goal attainment.
- Ability to provide clear direction and build effective teams.
- Accountability for commitments and outcomes.