Overview
Join us for an enriching journey with Outset, a medical device company revolutionizing dialysis. We focus on building one high-performing team in an atmosphere that emphasizes progress and transformative opportunities. Our mission is to pioneer groundbreaking technology that redefines dialysis, streamlining complexity and cost for patients’ benefit now.
At Outset we are changing the future of dialysis by delivering first-of-its-kind technology to reduce cost and complexity. FDA-cleared for use across care settings, the Tablo Hemodialysis System harnesses modern technology for a holistic approach to dialysis care, giving providers time back to focus on patients and empowering patients to take control of their lives.
Position Overview
The Manager, Field Service reports to Senior Field Service Leadership and oversees a customer-facing workforce transforming dialysis care. The Field Service team is the face of Outset to customers and is responsible for equipment installation, repair, preventative maintenance, inventory management, calibrated tools and in-service support for the Tablo system. The role leads a team of US-based Field Service Engineers, providing guidance to customers and engineers to ensure timely, high-quality resolutions and minimize downtime.
This role interfaces professionally with Patient Experience, Escalation Support, Product Support, R&D;/Engineering, Supply Planning & Logistics, Sales & Clinical Teams, Customer Staff, patients, and may support Marketing or Sales for seminars, trade shows, and demonstrations as needed. Travel within the United States is expected up to 75% to build relationships, support repairs/escalations, and provide training.
Essential Job Functions
- Ensure Tablo system SLA adherence and deliver excellent customer experience through service delivery.
- Oversee Field Service Engineers with objectives, regulatory compliance and performance standards aligned with FSE Scorecards.
- Quantify and improve the performance of Field Service Engineers in partnership with direct reports.
- Build effective relationships with Sales and key customers to ensure exceptional customer experience.
- Create projects and programs to drive continuous improvement and workforce development.
- Identify and track key performance indicators for the Field Service group; maintain FSE Scorecards and project execution.
- Demonstrate a strong sense of urgency in service delivery and maintain high-quality communication with customers and internal teams.
- Maintain strong Salesforce usage; collaborate with internal stakeholders to improve processes and systems.
- Recruit, hire, and procure tooling and assets needed for Field Service operations.
- Provide on-demand support to Outset employees and customers, including after-hours and on-site support as required; mentor and develop employees.
- Manage and maintain assets required to perform job functions; oversee financial aspects of the Field Service Organization, including budgeting, forecasting, travel/expense oversight, hiring/compensation, and inventory management.
- Maintain a customer-focused mindset, promote accountability, and ensure effective teamwork.
Required Qualifications
- Bachelor’s degree in engineering (Electrical, Electronics, Mechanical, or Fluidics) preferred, or AS degree with equivalent experience or equivalent military training/experience.
- 5+ years Field Service experience in the medical equipment industry (10+ years without a degree).
- Management experience leading teams, developing talent, and achieving business objectives; strong leadership and mentoring skills.
- Ability to manage a remote team and coordinate field operations; excellent communication and customer service skills.
- Proficiency in Microsoft Office and ERP systems; valid driver’s license with good driving record; ability to travel up to 75% (including international).
- Strong problem-solving and interpersonal skills; customer-centric mindset.
Desired Qualifications
- Experience as a Service Manager or Team Lead in a medical device company.
- Ability to read, interpret electronic and fluidics schematics and flowcharts; pragmatic, organized and detail-oriented.
- Ability to persuade, influence stakeholders, and build relationships with internal partners and leaders.
- Strong computer and technology skills (Excel, Word, Outlook, PowerPoint), ERP databases, and innovation mindset.
- Proven ability to act as a customer advocate and experience with service parts management and inventory procedures.
Additional Information
This job description is not all-inclusive; employees may perform other related duties as negotiated to meet organizational needs.
Note: Candidates must be legally authorized to work in the United States.
Physical Demands
- Ability to lift up to 75 lbs with proper technique; may require standing, walking, climbing, stooping, kneeling, and crawling.
- Travel via airplane, train, taxi, car, and other means as needed.
Salary
National Salary Range (Remote): $115,000 - $155,000 USD
Company Culture
Outset believes every person matters and aims to revolutionize dialysis through curiosity, ingenuity, and technology. We seek individuals who thrive on collaboration, challenge, and building skill in a fulfilling career. Fraud notice: Always apply through our official careers page. If unsure about authenticity, contact
Equal Employment Opportunity
Outset Medical is an equal opportunity employer. We prohibit discrimination and harassment of any kind. All employment practices are subject to applicable federal, state, and local laws.
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