Director, US Field Service at Medtronic in Lafayette, Colorado

Job Description:

We anticipate the application window for this opening will close on - 16 Nov 2024

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life
As the Director of US Field Service, you'll lead a team of Field Service Managers and provide both strategic and tactical guidance to our Field Service Engineers, who deliver on-site technical support for product installation and maintenance. You'll champion a culture of inclusion and diversity, while prioritizing the needs of our customers and their patients. This dynamic role demands excellent time management, the ability to set clear team expectations, effective delegation, and juggling multiple priorities daily. Join our best in class service organization, where you'll be encouraged to enhance and innovate our service delivery.

Responsibilities may include the following and other duties may be assigned.

• Autonomously manage the field service engineering team for US product portfolios, driving financial and operational goals.


• Define the strategic direction for the field service organization, ensuring visibility into goals, initiatives, and programs.


• Provide both strategic and tactical leadership to the Field Service Organization, supporting and guiding Field Service Engineer (FSE) Managers who oversee on-site technical support during product installation and maintenance.


• Foster strong relationships with the sales team to facilitate prompt and effective issue resolution while identifying additional sales opportunities.


• Collaborate with global field service teams to ensure consistency in all field activities worldwide, sharing best practices and gaining alignment across various regions.


• Identify and implement large-scale process improvements to enhance efficiency and support, delivering best-in-class service to our customers.


• Introduce new initiatives in partnership with Sales and Marketing to create competitive advantages for the business.


• 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.


• Oversee the customer escalation process in collaboration with sales and other stakeholders.


• Uphold Medtronic quality and service compliance standards.


• Manage the capacity, skill development, collaboration, and engagement of the U.S. Field Service team.


• Foster accountability for customer satisfaction at all levels of the organization.


• Coach and mentor direct reports, providing oversight for their career development and growth.


• Manage the Manage by Objectives (MBO) program to drive performance and metric improvements across the field service organization.


• Ensure timely completion of all field corrective actions, including proper scheduling, documentation practices, and securing final approvals.


• Develop and implement a new cross-training program across portfolios to enhance resource availability and present a unified Medtronic image to customers.


• Lead and engage in continuous improvement initiatives throughout operations and service.


• Ensure safe and ethical practices, adhering to FDA/Regulatory compliance and Quality System standards.


• Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department's attention.


• Represent field service in acquisitions, partnerships, and new product development to ensure seamless transitions and readiness for product launches.


• May provide follow-up support to company sales staff and customer personnel by disseminating technical information on specific applications.


• Carries sales or service quota, generates service fees from clients with or without maintenance contract.


• Must be able to travel approximately 50 % of the time within and outside of the assigned region and may require overnight travel.

PEOPLE MANAGEMENT FUNCTIONAL CAREER STREAM: Management and supervisory professionals with one or more employees who are focused on tactical, operational and some strategic activities within a specified area. Levels within the management career stream typically have six or more direct reports. The majority of time is spent overseeing their area of responsibility, managing performance, developing talent, engagement and inclusion, communicating business and operational developments, planning, prioritizing and / or directing the responsibilities of direct reports. Goal achievement is typically accomplished through performance of direct and / or indirect reports. A key responsibility of roles in this career stream is managing people. which includes: accountability for mentoring, developing and coaching staff on meeting/exceeding performance expectations and defined objectives, providing leadership to staff ensuring the prioritization of strategic and department level initiatives to include defining performance goals and targets, conducting performance reviews, and staff 1:1s to guide performance management and employee development efforts and manage toward departmental goals.

DIFFERENTIATING FACTORS

Autonomy: Manages department (s) or small unit that includes multiple teams led by managers and / or supervisors.
Provides motivational leadership for the area managed.
Provides thought and technical leadership .
Performs work without appreciable direction.

Organizational Impact: Leads the development of the strategy for own department or business area, ensuring links to the company's aims and objectives.
Management authority to make large business decisions and some strategic decisions .
Decisions impact the financial performance, employees, or public image of the operational unit and/or company.
Typically has budget or P&L accountability for a department, broad functional area or geography.

Innovation and Complexity: Drives innovation across the business area, encouraging best practice and knowledge sharing.
Significantly improves, changes or adapts own department or business area's processes, systems, products or services.
Problems and issues faced are complex, difficult and undefined, and require detailed information gathering, analysis and investigation to understand the problem.

Communication and Influence: Develops long term strategic relationships and alliances with key internal and external stakeholders.
Communicates and conducts briefings with senior or executive leadership regarding ongoing operations and strategic initiatives .
Influences across functions and businesses to negotiate and gain cooperation on operational issues and internal divergent objectives.

Leadership and Talent Management: Directs and leads a department, broad functional area or geography, including one or more teams led by managers and / or supervisors .
Determines supervisory relationships, and creates workforce and staffing plans to accomplish business results .
Authorizes hiring, firing, promotion and reward within own area.

Required Knowledge and Experience: Requires broad management and leadership knowledge to lead multiple job areas, and detailed functional and operational expertise.
Typically has mastery level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function.
Bachelor's degree with a minimum of 10 years of relevant experience with 7+ years of managerial experience, or Advanced degree with a minimum of 8 years of relevant experience with 7+ years of managerial experience.

Physical Job Requirements

The above 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 Responsibilities 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. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

Salary ranges for U.S (excl. PR) locations (USD):$147,200 - $220,800

Medtronic benefits and compensation plans

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 90,000+ passionate people.
We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here .

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.