Field Service Manager, EMEA

About the Role:

The Manager of Field Service is responsible for development and leadership of the field service organization for their respective territory who support current and future BSC capital equipment offerings. They will help provide direction to a customer-centric service operations team and will partner closely with BSC divisions and commercial teams as part of optimizing the capital equipment and service business. Directly ensures service operations performance objectives and KPIs are routinely met and will partner with divisions to set and achieve a positive customer experience, help support service revenue, capital equipment sales, service contract and business growth targets along with relevant KPIs. Embraces a spirit of continuous improvement and will drive the value improvement program (VIP) in the field – focused on optimizing costs associated with travel, labor time, duplicative service visits, FSE utilization and service material usage.

Region: To Be Assigned (Central-West or South-East, depending on location)

Your responsibilities will include:

• Direct and manage field service team and manage organization for achievement of supply chain and commercial business objectives and goals.
• Fosters a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
• Support strategic direction for key capital equipment activities. Align efforts across supply chain and business / division objectives and act as liaison to advocate and communicate overall strategy through the field service team.
• Partner and align with divisional leadership on strategic priorities and key initiatives for capital, sales process, and customer engagement.
• Builds strong partnerships with country business leads for Capital Equipment to ensure effective service operations to support their respective businesses consistent with agreed Service level agreements and agreed KPIs.
• Establish structure, processes, and procedures to assure comprehensive quality system compliance across field service team.
• Assist with Divisional commercial support: selling activities support driving alignment of service and commercial strategies.
• Support QBR process with divisions to review service performance and discuss trends.
• Connect with counterparts globally to support divisional service initiatives.
• Partner with divisional leadership to oversee new product development and introduction. Champion improvements in business processes to increase the effectiveness of their implementation across field service.
• Continually evaluate, improve, and implement changes to assure customer-centric field service focus. Create balanced performance environment addressing customer satisfaction, employee satisfaction and achievement of productivity and revenue-expense goals.
• Responsible for management of field service budget and budgeting process and track/forecast headcount needs with a rapidly changing install base portfolio.
• Create a high-performance culture with a focus on continuous improvement to continuously improve customer experience while maintaining key cost and efficiencies goals.
• Maintain strong working relationships with external customers and internal sales, marketing and engineering management, and international counterparts.
• Monitor and analyze service metrics to identify areas for improvement and implement corrective actions.
• Manage escalations and complex service issues, providing solutions and support to field service teams.
• Collaborate with HR to recruit, onboard, and retain top talent in the field service team.

What we're looking for:

• BS/BA with a concentration in Science & Technology, Business and/or Engineering required.
• Demonstrated (7- 10 years) progressive service and field service leadership experience.
• Demonstrated customer facing or customer supporting experience – both internal and external customers.
• Demonstrated experience in managing teams using cloud-based service and team management technologies (e.g., ServiceMax, ServiceBoard, SFDC).
• 5-7 years of people management experience required.
• Experience managing a remote team preferred.
• Excellent communication skills, with ability to communicate effectively with all levels of the organization.
• Strong business acumen and ability to create and maintain commercial partnerships.
• Strong problem skills required including lean or Six Sigma expertise.
• Highly adaptable, flexible, and willing to accept new ideas, processes, and procedures.
• European travel up to 20% required.
• Knowledge of regulatory compliance and quality assurance standards.
• Fluency in English.
• Proficiency in multiple languages, especially European languages.
• Ability to mentor and develop team members.

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen. 

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!