Field Service Program Manager

Primary Function of Position

The Field Service Program Manager is responsible for leading, developing, and implementing key programs within US Field Service contributing to Field Service's ability to deliver world-class service while achieving results by the most efficient and cost-effective means possible.

Essential Job Duties

• Manage the Field Service fleet vehicle program including, but not limited to:

  • Providing vehicle orders to expand or enhance the fleet.
  • Tracking vehicle maintenance to ensure all vehicles are maintained in accordance with the company’s fleet policy.
  • POC for field to report accidents, vehicle repairs, and rental vehicle assistance.
  • Ensuring all fleet drivers have up to date vehicle registration, fuel cards and insurance.
  • Providing reports to management on vehicle orders, maintenance and fleet progress.

• Manage the personal use program and assist leadership with ensuring compliance to program policies.

• Continuously assess and improve program performance.

• Manage the Field Service calibrated tools program including, but not limited to:

  • Ensuring all Field Service Engineers, including new hires or transfers, possess proper and current calibrated tooling for each platform they are qualified for.
  • Ensuring positive control of calibrated tools inventory, tracking replenishments, tool loss, and other data points as requested by Field Service leadership.
  • Collaborate with internal and external teams to field new calibrated tooling as required.
  • Continuously improve processes and procedures in place for the Field Service calibrated tools program.

• Manage the Field Service tools program including, but not limited to:

  • Ensuring all Field Service Engineers, including new hires or transfers, possess proper tooling for each platform they are qualified for.
  • Create, develop, and maintain inventory control records for all tooling that allows tracking of tool sets, replacements, and tool purchases.
  • Collaborate with internal and external teams to field new tooling as required.
  • Continuously improve processes and procedures in place for the Field Service tool program.

• Manage the field service training and mentorship program including, but not limited to:

  • Ensure all Field Service and Support Engineers, including new hires and transfers, are scheduled for training as required, whether initial pipeline or follow-on system training.
  • Ensure new Field Service and Support Engineers are enrolled in the mentorship program and track progress and completion of the mentorship program with assigned mentors and Field Service Managers.
  • Collaborate with internal and external teams to ensure both training and mentoring programs are functioning as expected and recommend improvements where necessary or as directed by Field Service leadership.
  • Continuously improve processes and procedures in place for the Field Service training and mentorship programs.

• Demonstrate strong, consistent knowledge of the day-to-day activities of managed programs and how those programs support the organization’s strategy and goals.

• Continuously improve current programs and assist in creation of new programs that support the organization’s needs and objectives as directed by Field Service leadership team.

• Evaluate and assess Field Service programs strengths and weaknesses.

• Meet with key stakeholders and provide presentations to leadership as required to discuss program status, goals, and progress.

• Demonstrate ability to consistently deliver results.

• Monitor the use of resources and proactively recommend adjustments when suboptimal.

• Collaborate with Field Service Leadership team on process improvement projects to maximize efficiency, productivity, and performance.

Qualifications

• Required Skills and Experience:

  • 5–8 years of experience in Field Service, Quality, Post-Market, or technical ops.
  • Bachelor’s Degree in Engineering, Science, Quality, or related field preferred.
  • Proven ability to influence Field Service leaders without direct authority.
  • Confidence to challenge inconsistent execution and drive standardization.
  • Able to independently interpret data, identify trends, and translate insights into actionable field recommendations.
  • Experience with data analytics tools (Tableau, Power BI, SQL, Python/R preferred).
  • Familiarity of hospital protocols and operating room protocols preferred.
  • Ability to multi-task and adapt to change without losing focus of priorities.
  • Capable of working effectively in cross-functional project teams.
  • Strong attention-to-detail, individual initiative, and sense of ownership.
  • Excellent written and verbal communication skills.
  • Highly ethical, highly energetic character, with a desire to help customers.
  • Ability to travel up to 25% for meetings, training alignment, reviews or as directed by leadership.

• Required Education and Training:

  • None