Senior Field Eng Manager

Additional Location(s):  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

 

About the Role:

At Boston Scientific, the Sr. Manager Field Service is responsible for providing strong leadership for one of the Field Service teams in the America’s region. They will drive a culture of exceeding customer expectations to deliver outstanding customer service.

To be successful, you must work cross-functionally and build cohesive relationships with many cross functional partners and internal Capital Equipment Technical Services leadership and teams. This person needs to be able to facilitate strong Service-Sales partnership. Core duties include direct management responsibilities, ownership of customer satisfaction initiatives, employee development, and ability to hit aggressive 9 Panel Metrics. 

Your Responsibilities will Include:

• Consistently shows a customer-first mentality and addresses customer and divisional needs promptly.
• Excellent follow-up skills to ensure we exceed internal and external customer expectations and close all outstanding issues.
• Is a clear advocate for the customer and a steward for the company.
• Understands customer perception and the associated business impacts and is commercially capable of resolving customer issues in a rapid fashion.
• Experienced with leading and resolving high-pressure customer issues, including product performance issues and customer concerns.
• Experienced at leading teams and ideally experienced at working effectively in matrix organizations.
• Highly skilled at employee development, including coaching, mentoring, and finding opportunities for improvement.
• Creates a culture of ownership and accountability – ensures team members understand their objectives and are provided the tools and guidance.
• Constantly works to build the best team via detailed employee development plans and by recruiting top talent.
• Motivates employees and drives a cohesive cross-functional work atmosphere with positive attitude. 
• Experienced at managing change and presenting a clear vision of the future.
• Leads by example to develop a robust continuous improvement culture.
• Develops and drives accountability around daily management and monthly KPI's / 9-panel metrics. 
• Experience leading team to achieve financial metrics.
• Not solely Service focused - capable of supporting capital equipment business growth overall.
• Ability to understand key financial metrics.
• Partner with CETS team to deliver best in class service, continuous improvement, and green metrics.