Supervisor, Field Service (Dallas/Ft. Worth)

About the role

The Supervisor, Field Service plays a crucial role in leading, coaching, and developing a team of Field Service Representatives (FSRs) and Patient Service Representatives (PSRs) who support Breg’s orthopedic bracing and supply programs across various healthcare settings. This role involves ensuring high-quality patient care, operational excellence, and billing accuracy while fostering strong relationships with Breg’s Sales Team and customer accounts.

Responsibilities

• Supervise, mentor, and develop a team, ensuring compliance with Breg standards for patient care, documentation accuracy, and operational processes.
• Conduct regular field ride-alongs and site visits to observe workflow, technical proficiency, and effectiveness, providing constructive feedback and identifying opportunities for performance improvement.
• Manage daily scheduling and staffing coverage for FSRs and PSRs, ensuring all customer sites and service routes are properly staffed during and after business hours, and aligning clinical coverage with KPIs, service standards, and clinical protocols for orthopedic bracing fittings.
• Monitor team productivity, quality, and compliance through reports, audits, and field evaluations, implementing corrective actions when needed.
• Create onboarding plans and continuously evaluate training programs to ensure content is up-to-date, comprehensive, and supports employee readiness and long-term success.
• Conduct regular one-on-ones with direct reports to communicate updates, reinforce expectations, and address employee needs.
• Lead regular team meetings and territory performance calls utilizing scorecards and reporting tools to identify operational opportunities, drive improvements, and escalate concerns to leadership.
• Perform administrative tasks associated with timekeeping, pay, performance, policy administration, and other matters related to employment.

Operational & Clinical Oversight

• Ensure PSRs demonstrate competency in brace fitting, product education, and patient communication in alignment with Breg standards.
• Ensure consistent and compliant execution of all service policies, procedures, clinical protocols, and manufacturer guidelines, including those related to professional fitting of orthopedic bracing products.
• Educate team members, healthcare providers, and customers on product usage, service expectations, workflow standards, and inventory best practices.
• Provide hands-on service coverage as needed, including travel outside the local area to measure, fit, troubleshoot, and support Breg’s standard and custom bracing solutions.
• Utilize and train internal staff and customers on tools such as Breg Vision and Breg Claims System (BCS) to support efficient and accurate daily operations.
• Collaborate with internal teams to onboard and offboard SNB accounts for assigned service locations.
• Drive compliance to all Breg policies, standard operating procedures (SOPs), and applicable healthcare regulations, including Health Insurance Portability and Accountability Act (HIPAA) and Food and Drug Administration (FDA) requirements.

Billing & Inventory

• Drive effective inventory and claims management at Breg Stock & Bill (SNB) locations by reinforcing compliant documentation accuracy, claim scrub requirements, inventory par adherence, cycle count execution, replenishment workflows, shrink reduction, and customer service performance.
• Collaborate with the Area Manager, Field Services and other key stakeholders to recommend process improvements and support the development and rollout of new procedures.
• Support the direct and indirect Sales Teams to support inventory and billing efforts within assigned region.
• Execute inventory policies, including par level management, product returns, shrink management, and accurate cycle counts, within assigned region.

Reporting & KPI Performance

• Drive achievement of KPIs by analyzing performance data, identifying service or operational gaps, and implementing best practices to improve operational efficiency and customer satisfaction.
• Prepare, consolidate, and summarize daily, weekly, and monthly operational and performance reports, analyzing data for trends and identifying opportunities for targeted improvements.
• Translate reporting insights into defined action plans, partnering with field teams, internal stakeholders, and leadership to implement process improvements that measurably improve service quality, documentation accuracy, and account satisfaction.

Account Relationship Management

• Build and maintain strong relationships with Breg’s Sales Teams, collaborating closely to support business goals, customer satisfaction, and service consistency.
• Partner with Sales and account leadership to resolve escalated service concerns, operational challenges, and/or workflow gaps.
• Regularly engage with physicians, clinical staff, and office management to ensure alignment on bracing program expectations and patient care standards.
• Conduct onsite visits to key accounts to assess service delivery, inventory practices, workflow needs, and overall satisfaction.

Culture Champion

• Behave in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices.
• Actively promote Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition.

Qualifications

• Associate’s degree in a healthcare-related field required. Experience may be considered in lieu of education.
• Minimum of 5 years of experience with hands-on experience in orthotics, athletic training, sports medicine, durable medical equipment (DME), or patient care required.
• Minimum of 1 year of experience leading and/or managing teams in a field-based, clinical, operational, or healthcare environment, including remote and in-office staff across multiple locations and time zones.
• Minimum of 2 years of experience with standard workflows and procedures in orthopedic clinics or physician offices required.
• Holds and maintains applicable certification or licensure such as American Board Certification (ABC) Certified Fitter-orthotics (CFo), Board of Certification (BOC), Athletic Training licensure, Orthopaedic Technologist Certification, required.
• Previous experience in Durable Medical Equipment (DME) required.
• Proficient in orthopedic bracing and supply products, as well as the applicable procedures for utilization, required.
• Computer proficient to include web browser/internet search, Microsoft (MS) Outlook, Word, Excel, PowerPoint, and Teams capabilities.
• Technical competence includes the ability to learn new software and systems.

Skills

• Passion for innovation and a commitment to Breg’s mission to Keep Moving Forward.

Benefits

Breg offers comprehensive benefits, including medical, dental, vision, disability, and life insurance, effective the first of the month after hire. Work-life balance is supported with paid time off (PTO) and company-paid holidays. Growth and development opportunities are available, and the company is dedicated to a diverse work environment. For more information regarding Company benefits, please see here.

Pay

Salary Range: $70,000 - $98,700 USD Annually. Actual compensation is determined by factors such as experience, skills, and business needs. This range reflects the minimum and maximum target range for new hire base salary/pay across all US locations. Actual pay is based on many factors unique to each candidate, including but not limited to geographical location, work experience, skill set, relevant trainings and certifications, and business needs. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus.