Field Service Manager - Imaging and Robotics
The Territoty for this position will be – Southeast US – including areas in Florida, Alabama, Georgia, South Carolina, North Carolina, Virginia, and Tennessee
Careers That Change Lives
Ø In this exciting role as the Regional Field Service Manager, you will have the responsibility to drive and lead a team of Field Service Engineers (FSEs) to ensure our customers’ needs and expectations are always front and center. This is a fast-paced job, where the ability to manager your time, team member’s time and juggling multiple competing requests is just part of the day to day. You will be part of a best in class service organization, where we are constantly looking for ways to improve and evolve the way we do service.
A Day in the Life
Responsibilities may include the following and other duties may be assigned.
· Managing a region of field service engineers in the United States focused on the service and support of the O-arm imaging system, Mazor robotic system and other large capital devices as needed.
· Manage escalations, from internal and external customers, for your region, using effective, proactive communication that delivers results in a timely manner.
· Build strong relationships with internal partners and critical customers as appropriate, in order drive swift resolution and maintain a high level of customer satisfaction.
· Responsible for identifying, driving, managing and implementing projects and process improvements for betterment of the service organization and our customers.
· Responsible for leading, managing and expanding our FSE expert programs, to allow more experienced FSEs to focus a portion of their time to process improvement and interactions with R&D and factory support.
· Become part of a team with four other regions and regional managers, that puts a sense of urgency and desire to support customers first, even if they are out of your region.
· Support your team to meet and exceed quarterly management by objective goals / bonuses.
· Grow and develop you team from both a technical and career development aspect.
· Manager and plan for your region including hiring, budget, expenses and growth.
· Strong understanding of FDA requirements and what that means as it relates to servicing and supporting medical devices.
· Provides on-site technical support during the installation, implementation and maintenance of company products.
· Ensures adequate records and systems are maintained.
· Schedules personnel responding to critical situations to ensure that client's needs have been met and that the product/ solution is fully functioning according to specification.
· Maintains communication with engineering and specialists in resolving technical problems and/or bringing problems to the engineering support.
· May provide follow-up support to company sales staff and customer personnel by disseminating technical information.
Carries sales or service revenue responsibilities, including generating service fees from clients with or without maintenance contract.
Must Have: Minimum Requirements
To be considered for this role, please ensure the minimum requirements are evident on your resume.
- Bachelors Degree and 5+ years technician, field service, or customer support experience.
OR
Nice to Have
Ø Physically located within region
Ø Management experience
Ø Understanding of the O-arm imaging system or Mazor Robotic system, or at least an understanding of imaging and/ or robotics.
Ø Project Management experience
Ø Salesforce.com experience
Ø Proficient in Excel, PowerPoint, Word and Outlook
Ø Service experience with understanding of what service is and what it requires
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
Physical Job Requirements
The below statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
The physical demands described within the Day in the Life section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must have a valid driver's license and active vehicle insurance policy. In addition, your driving record will be reviewed and will be considered as part of your application.
The physical demands of this position require the employee to lift weight of 50lbs as needed. In addition, this position may be required to work on large medical equipment which may require the employee to kneel, lay, and/or contort their body to gain access to different components of the system. Fine motor skills and finger/hand dexterity is also critical to this role to ensure components can be assembled into the system properly. This position is in the field, that will require commutes into hospital environments.
Must be able to travel approximately 50% of the time within and outside of the assigned region and may require overnight travel.
EEO
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees
