Field Service Manager (Pacific Northwest)

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. This position is based in the Pacific Northwest and requires travel throughout AK, WA, OR, NV, ID, MT, WY, CO, UT, and AZ. 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 exceptional customer experience, the Field Service team is responsible for ensuring that all FSE under their leadership understand all elements of customer account and territory management, which includes but is not limited to 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 Field Service Engineers ensuring customers get 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. Extensive travel within the United States is required to build effective relationships with the service team, Sales and key customer contacts, support repairs, escalations, and/or provide additional training for Outset Field Service Engineers or Customer BioMeds. Mission Critical Competencies: Customer Focus - Is dedicated, takes ownership and reasonability in meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile. Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis. Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Self-Knowledge - Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insights from mistakes; is open to criticism; is not defensive; is receptive to talking about shortcomings; looks forward to balanced (+’s and –‘s) performance reviews and career discussions. Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line, employee, and customer-oriented; steadfastly pushes self and others for results. Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator. Builds Effective Teams - Creating a positive and productive team environment. Ensures Accountability - Holding oneself and others accountable for commitments and results. Essential Job Functions Ensures Outset Medical Tablo system SLA adherence & deliver excellent customer experience. Ensure all FSE’s under their leadership have received and successfully completed the required training and field mentorship to meet and or exceed the stated KPI’s for their position as 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. 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 increases knowledge/competence of the workforce. Demonstrate urgency in service delivery and maintain strong communication with customers, patients, and internal teams. Strong Salesforce skills required & deep understanding of Field Service processes, partners with internal stakeholders to improve processes &