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RSA Inc. · 1 month ago

Field Service Manager

MD, US

Full-time

Onsite

Mid, Senior Level

$130K/yr - $160K/yr

RSA Inc. is dedicated to ensuring critical medical devices are always available for patient treatment and diagnosis. They are seeking a Field Service Manager to oversee field service operations, enhance service delivery, and support team development while ensuring compliance with quality management standards.

Health CareManufacturingMechanical EngineeringMedicalMedical DeviceNetwork HardwareOncology

Responsibilities

Coordinate, execute, and evaluate field service work performance (daily) via assigned Salesforce dashboard

Maintain consistent/effective communication with all assigned FSEs

Collaborate with other field service team leaders to advance the service delivery model and respond to/escalate current service issues

Manage the schedule for all assigned field service team members to ensure adequate coverage for all clients/machines

Provide a conduit for critical information from the field service team to operations management/leadership

Maintain assigned systems in alignment with the applicable FSE job description(s)

Oversee administrative compliance for assigned team members, including expense management, vendor credentialing, and PTO coordination

Actively seek feedback from field service team members to drive continuous improvement opportunities, both internally and externally

Support client engagement model for assigned area

Support talent acquisition strategies for field service team members

Support employee development, evaluation, and performance improvement needs; this includes facilitating the annual review process for assigned team members

Work with management to identify training needs and support coordination of delivery activities for assigned team members

Communicate effectively across the team, developing a sense of community (not silos) and fostering collaboration. Includes delivery of operations standard meeting schedule

Oversee and complete operations activities in alignment with QMS standards/operations documentation

Continually improve operations and delivery model

Actively participate in the company’s corrective action program

Analyze service performance with team members routinely; escalate hard spots (e.g., units with high hours or unusual parts consumption)

Provide insights regarding client satisfaction

Define and implement programs/improvement initiatives

Support change management activities within assigned area

Qualification

SalesforceAnalytical skillsProject managementInterpersonal communicationTeam motivationWillingness to learnAttention to detail

Required

Completion of required training, including management/communication courses, as well as any additional courses as identified in the annual review process

Prior experience with people oversight/development

Strong analytical skills

Strong interpersonal communication, writing, project management, and administrative skills

Ability to motivate others, building consensus, and driving lasting change

A willingness to learn, receive feedback, and be part of a team environment – The Culture of 'WE'

Ability to deal with ambiguity and attention to detail

Proficiency in Salesforce

Ability to lift 75 pounds

Ability to stand for long periods of time

Ability to travel, both domestically and internationally, for extended periods of time

Dexterous ability to manipulate small objects

Willing to work standard and non-standard hours as required to support the customers