Field Service Manager

Primary Responsibilities

The Manager, Field Services - US is responsible for installing, configuring, troubleshooting, and maintaining company products and equipment at various clinical sites within assigned regions worldwide. S/he works closely with logistics providers to ensure the availability and set up of company's devices. With deep knowledge of the company’s products and services, s/he performs start-up testing and preparation prior to cases per technical protocols and instructions. S/he identifies, analyzes, and repairs product complications, installing new components and/or parts as appropriate. As a seasoned engineering professional, s/he develops creative solutions to unique, chronic, and/or complex technical issues as they arise. Collaborating closely with internal and external members, s/he researches and resolves difficult client inquiries. S/he completes system and equipment upgrades as available, ensuring effective and safe functionalities. S/he trains third party field service providers, overseeing their performance to ensure effective field support. Furthermore, the Manager documents and submits trip reports, and when appropriate, identifies and drives product, process and/or other related improvements. S/he represents field service engineering at various cross-functional discussions and initiatives. S/he may also be asked to mentor and guide other team members.

Primary Responsibilities

• Manage third party suppliers to ensure devices are available at clinical sites in the US.
• Ensure proper operation of consoles by preparing the device in advance of clinical cases, performing daily system verifications and troubleshooting device complications as necessary.
• Manage service roll outs for new product introductions.
• Maintain, repair, and upgrade electromechanical medical equipment in a hospital environment.
• Provide feedback on reliability and human factors issues to product development teams.
• Oversee the scheduling and the engagement of 3rd party vendors and company employees for case support.
• Maintain and publish relevant KPIs.
• Establish and manage the troubleshooting and repair activity of a Service Repair Depot.
• Maintain tools and test equipment required to repair and service devices in the field.
• Work closely with Quality and Manufacturing groups to ensure smooth field service operations, including, but not limited to: maintaining service history for all devices utilized in the clinical trial; dispatching repair parts through third-party logistics providers; coordinating the establishment of required inventory levels for service parts, and ensuring inventory accuracy.
• Train, and oversee the performance of, third party field service providers.
• Participate in internal functional and cross functional discussions, representing field service engineering effectively.
• Perform all activities in compliance with medical device regulations and company Quality Management System, including, but not limited to, timely documentation of activities and maintaining all required applicable training.
• Bring a “can-do” spirit to the team and deliver on other responsibilities as assigned.

Education or Certification Requirements

• B.S. Degree in a technical discipline or equivalent technical experience

Professional Work Experience

• 8 years of directly relevant experience
• Successful track record of field service management and technical support for Medical Devices
• Experience in biomedical equipment repair, testing and preventative maintenance
• Prior experience managing a group of technicians and/or service staff preferred.
• Applicable experience in biotech, pharmaceutical and/or medical device industries preferred.
• Applicable experience in technology, automotive, aerospace and/or military industries is a plus for certain positions.
• Prior vocational experience in related fields a plus (i.e. Co-Ops, Internships, Fellowships, etc.).

Qualifications and Skills

• Extensive hands-on mechanical skills, strong deductive reasoning/troubleshooting capabilities, and ability to read wiring and system block diagrams required.
• Proficient use of hand tools and test equipment; ability to identify root causes during failure analysis.

Other Essentials and Key Success Factors:

• Successful track record of working in high-growth and dynamic organizations.
• Demonstrated record of intellectual curiosity, innovation and creative problem solving with an entrepreneurial spirit.
• Ability to lead fast-paced projects with a keen sense of urgency to get the job done well.
• Evidence of "hands-on" experience and expertise.
• Proven and successful track record as a team-player and collaborator in small working environments.
• Highly organized and detail oriented with a passion to deliver quality results.
• Excellent verbal and written communication skills, with experience translating technical concepts into user-friendly documentation.
• Highest levels of professionalism, confidence, personal values and ethical standards.

Travel

• Ability to lift up to 40 lbs.
• Travel up to 70% of time.

Job Type: Full-time

Pay: From $85,000.00 per year

Benefits:

• 401(k)

Schedule:

• 8 hour shift

Supplemental Pay:

• Bonus pay
• Signing bonus

License/Certification:

• Driver's License (Preferred)

Work Location: One location

Salary : $85,000 - $0