Field Service Manager (Northeast, US)

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 brimming with transformative opportunities. The heart of our mission is pioneering groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not someday.

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 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 giving patients the power to take control of their lives and get back to enjoying the things they love.

About the role

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 ensures that all Field Service Engineers (FSE) under their leadership understand all elements of customer account and territory management, including installation, repair, ongoing preventative maintenance, inventory management, calibrated tools, and in-service support for Outset’s dialysis system.

This customer-oriented, hands-on leader will provide best-in-class support to customers while effectively managing a team of US-based Field Service Engineers. The role involves providing support and guidance to FSEs to ensure customers receive timely and quality resolutions to issues, managing repair escalations to minimize downtime, and interfacing professionally within Outset—including Patient Experience, Escalation Support, Product Support, R&D/Engineering, Supply Planning & Logistics, Sales & Clinical Teams, customer staff, and patients. The Manager, Field Service will also support 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 and escalations, and provide additional training for Outset Field Service Engineers or Customer BioMeds.

Mission Critical Competencies

• Customer Focus: Dedicated to meeting the expectations and requirements of internal and external customers; uses first-hand customer information for improvements; acts with customers in mind; establishes and maintains effective relationships.
• Intellectual Horsepower: Bright and intelligent; deals with concepts and complexity comfortably; intellectually sharp, capable, and agile.
• Composure: Remains cool under pressure; mature and reliable during tough times; handles stress and unexpected challenges without frustration.
• Functional/Technical Skills: Possesses the functional and technical knowledge and skills to perform the job at a high level.
• Self-Knowledge: Aware of personal strengths, weaknesses, opportunities, and limits; seeks feedback and is open to constructive criticism.
• Drive for Results: Consistently exceeds goals; bottom-line, employee, and customer-oriented; steadfastly pushes self and others for results.
• Directing Others: Establishes clear directions; sets stretching objectives; distributes workload appropriately; communicates clearly and effectively.
• Builds Effective Teams: Creates a positive and productive team environment.
• Ensures Accountability: Holds oneself and others accountable for commitments and results.

Responsibilities

• Ensure Outset Medical Tablo system SLA adherence and deliver excellent customer experience.
• Ensure all FSEs under their leadership have received and successfully completed required training and field mentorship to meet or exceed stated KPIs, aligned with FSE Scorecards and regulatory requirements.
• Conduct (at a minimum) in-quarterly field visits to customers with each FSE to provide support, coaching, and oversight.
• Objectively assess and improve FSE performance.
• Build effective business relationships with Sales and key customer contacts to deliver an exceptional customer experience.
• Create projects and programs to drive continuous improvement and increase knowledge/competence of the workforce.
• Demonstrate urgency in service delivery and maintain strong communication with customers, patients, and internal teams.
• Utilize strong Salesforce skills and deep understanding of Field Service processes; partner with internal stakeholders to improve processes and business systems.
• Recruit, hire, and prepare Field Service Engineers to attend Tablo training, including required training and mentoring upon return to their territory, as well as procuring tooling and other necessary items.
• Provide on-demand support to Outset employees and 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.
• Provide financial oversight of the Field Service Organization, including participation and support for budget & forecasting, travel & expense oversight & compliance, hiring & compensation, and 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.

Requirements

• Ability to travel extensively within the United States, primarily by car, including overnight stays, as required by business needs.
• Bachelor’s degree in engineering (Electrical, Electronics, Mechanical, or Fluidics) preferred, or AS degree with equivalent experience, or equivalent military training and experience.
• 5+ years of Field Service experience in the Medical Equipment Industry (10+ years without a degree).
• Proven management experience with the ability to lead teams, develop talent, and achieve business objectives.
• Strong leadership and mentoring skills, particularly in managing remote teams and operations.
• Excellent communication and customer service skills.
• Proficiency in Microsoft Office and ERP systems.
• Valid driver’s license and good driving record.
• Willingness to travel extensively within the U.S.; occasional travel to Mexico.
• Must reside within the assigned territory and be positioned to effectively support service operations, including coaching and mentoring the service team, engaging with Sales and key customer contacts, and supporting repairs and escalations as needed.
• Proper mobility techniques to perform physical activities such as standing, walking, climbing, stooping, kneeling, and crawling.
• Exposure to bloodborne pathogens and/or hazardous materials possible.
• Routinely lift and/or move up to 75 pounds.

Qualifications

• Experience as a Service Manager or Team Lead in a medical device company.
• Ability to interpret electronic and fluidics schematic diagrams and flowcharts.
• Highly organized, detail-oriented, and pragmatic.
• Strong persuasive and relationship-building skills with internal and external partners.
• Advanced computer skills, including Excel, Word, Outlook, PowerPoint, ERP databases, and technology innovation.
• Proven ability to advocate for customers.
• Experience with service parts management and inventory procedures.