Manager, Field Service (Pacific North West/ Mountain Region)

Company Overview

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

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 in order 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 we’re giving patients the power to take control of their life and get back to enjoying the things they love.

Position Overview

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 an exceptional customer experience, the Field Service team is responsible for equipment installation, repair, ongoing preventative maintenance, inventory management, calibrated tools and in-service support for Outset’s dialysis system. The customer oriented, hands-on leader will provide best in class support to the customer while effectively managing a team of US based Field Service Engineers. This role will provide support and guidance to customers as well as Field Service Engineers ensuring timely and quality resolutions to issues and manage repair escalations ensuring downtime is kept to a minimum.

This role will interface professionally within Outset including, Patient Experience, Escalation Support, Product Support, R&D/Engineering, Supply Planning &Logistics,  Sales & Clinical Teams, Customer Staff as well as patients and will be one of the key faces of Outset. They will additionally provide support to Marketing or Sales for seminars, trade shows, and other demonstrations, as necessary.

Travel within the United States is expected up to 75% at times to build effective relationships with Sales and key customer contacts, support repairs, escalations, and/or provide additional training for Outset Field Service Engineers or Customer BioMeds.

Essential Job Functions

• Ensures Outset Medical Tablo system SLA adherence & excellent customer experience through service delivery
• Oversees work for Field Service Engineers, including functional objectives, regulatory compliance and performance standards aligned with FSE Scorecards
• Quantifies the success of Field Service Engineers, partners with direct reports to objectively improve performance
• Builds effective business relationships with Sales and key customer contacts, ensuring Outset medical delivers an exceptional customer experience
• Creates projects & programs to drive continuous improvement and increasing knowledge/competence of the workforce
• Works with leadership to identify and track key performance indicators for the Field Service group – Updating and maintaining FSE Scorecards & Project Execution
• Strong sense of urgency in the execution of service delivery
• Excellent communication skills with the ability to interact with customers, patients, and internal personnel
• Strong Salesforce skills required & deep understanding of Field Service processes, partners with internal stakeholders to improve processes & business systems
• Responsible for recruiting and hiring Field Service Engineers as well as procuring tooling and other items needed for the job
• Provides on-demand support to Outset Employees and Customers including after-hours phone support, holiday and weekend on-site support as required
• Provides guidance & professional development to employees
• Manage and maintain company assets required to perform all necessary job functions
• Financial oversight of Field Service Organization to include participation and support of:
• Budget & Forecasting
• Travel & Expense Oversight & Compliance
• Hiring & Compensation
• Asset & inventory management

Mission Critical Competencies:

1. Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and