Field Service Supervisor (Henderson, Nevada)

Position Summary

Under limited direction will be responsible for supervising field-based service and support for Teleflex cardiac customers in hospitals and other facilities across North America (US & Canada). This representative will partner with regional and territory sales managers, clinical specialists, and service personnel.

Principal Responsibilities

•    Execute technical engineering services in a territory comprised primarily of existing customers, including installation, preventative maintenance, and corrective action maintenance, troubleshooting, PM and repair in support of the Arrow Intra-Aortic Balloon Pumps.
•    Document field service work, customer contact data, call data, and other service data for customers on to the proper field service management systems.
•    Proactively recommend service sales strategies based on territory characteristics.
•    Identify and provide leads to support growth of service contracts 
•    Maintain thorough knowledge of the Teleflex Interventional services offering and the competition.
•    Manage the field service team expenses and consignment inventory efficiently to designated budgets.
•    Ensure field management of consignment inventory for batch control, accuracy and efficiency.
•    Ensure field service teams training, certifications, and licensing requirements are met.
•    Provide voice of customer feedback to the sales, service, and marketing team.
•    Perform related duties and special projects as assigned.
•    Manage and co-ordinate the offsite technical training
•    Supervise and lead all direct and indirect Field service representatives
•    Maintain open communication with both sales and clinical management teams 
•    Ensure full compliance with all Teleflex processes, policies and guidelines  
•    Supervise and lead Field Service team to support growth, customer support and overall quality of services provided
•     Supervise and lead the field service team to achieve all related goals and objectives 
•    Support Response to CAPA and NC determinations.
•    Produce and distribute Field Chance Notice documentation as well as technical tips.            
•    Support onsite audit response and requirements regarding service 
•    Hold annual service business review meetings with Manager to determine new strategies and tactics to grow the service business and continous improvement on the services we provide 
•    Provide monthly field metrics of service activity and delivery 
•    Support field travel logistics to optimize and improve service delivery 
•    Lead and grow customer survey response rates 
•    Serve as the subject matter expert for other Field Service Representatives and as the voice of the customer for new product development efforts 
•    Engage compliance of field service work, customer data, call data, and all other service data for customers in the SAP field service management system (FSM) and any existing field service forms outside of FSM
•    Maintain service procedures, related checklists and service manuals 
 

Key Relationships / Interfaces

•    Regional Sales Managers
•    Territory Sales Managers
•    Field Service Representatives
•    SBU Service Personnel
•    SBU Product and Marketing Managers
•    Finance
•    Operations
•    Quality and Regulatory 
•    Product Development Engineers
 

Education / Experience Requirements

•    7+ years of technical service experience in a hospital or clinical setting. Experience with balloon pumps preferred.
•    Previous experience leading and managing team members preferred.
•    Associate degree in a related technical field or Advanced Certification License in a related field or 10 years of relevant clinical service experience preferred.
•    Basic understanding of electrical and mechanical systems in medical devices
 

Specialized Skills / Other Requirements

•    Exceptional technical acumen.
•    Strong self-motivated, customer-focused attitude.
•    Strong verbal, written communication skills.
•    Exceptional organizational and time management skills.
•    Ability to work within the constraints of a regulated industry.
•    Understanding of overall healthcare environment/landscape.
•    Strong computer skills, especially MS Excel, Word, and PPT.

TRAVEL REQUIRED: 25- 75% regional travel.
 

The pay range for this position at commencement of employment is expected to be between $100,000 - $110,000 however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.  The total compensation package for this position will also include benefits such as medical, prescription drug, dental and vision insurance, flexible spending accounts, participation in 401(k) savings plan, and various paid time off benefits, such as PTO, short- and long-term disability and parental leave, dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
 
If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
 

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