Senior Field Eng Manager

Additional Location(s):  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

About the Role:

At Boston Scientific, the Sr. Manager Field Service is responsible for providing strong leadership for one of the Field Service teams in the America’s region. They will drive a culture of exceeding customer expectations to deliver outstanding customer service.

To be successful, you must work cross-functionally and build cohesive relationships with many cross functional partners and internal Capital Equipment Technical Services leadership and teams. This person needs to be able to facilitate strong Service-Sales partnership. Core duties include direct management responsibilities, ownership of customer satisfaction initiatives, employee development, and ability to hit aggressive 9 Panel Metrics. 

Your Responsibilities will Include:

• Consistently shows a customer-first mentality and addresses customer and divisional needs promptly.
• Excellent follow-up skills to ensure we exceed internal and external customer expectations and close all outstanding issues.
• Is a clear advocate for the customer and a steward for the company.
• Understands customer perception and the associated business impacts and is commercially capable of resolving customer issues in a rapid fashion.
• Experienced with leading and resolving high-pressure customer issues, including product performance issues and customer concerns.
• Experienced at leading teams and ideally experienced at working effectively in matrix organizations.
• Highly skilled at employee development, including coaching, mentoring, and finding opportunities for improvement.
• Creates a culture of ownership and accountability – ensures team members understand their objectives and are provided the tools and guidance.
• Constantly works to build the best team via detailed employee development plans and by recruiting top talent.
• Motivates employees and drives a cohesive cross-functional work atmosphere with positive attitude. 
• Experienced at managing change and presenting a clear vision of the future.
• Leads by example to develop a robust continuous improvement culture.
• Develops and drives accountability around daily management and monthly KPI's / 9-panel metrics. 
• Experience leading team to achieve financial metrics.
• Not solely Service focused - capable of supporting capital equipment business growth overall.
• Ability to understand key financial metrics.
• Partner with CETS team to deliver best in class service, continuous improvement, and green metrics.
• Efficiency metrics: Achieve targets like First Time Fix Rate, Customer Downtime, Customer Effort Score, Technician Utilization, Value Improvement Program (VIP) initiatives. 

Required Qualifications:

• 6+ years related work experience to include senior leadership experience.
• Bachelors (technical or engineering field preferred) or equivalent experience
• 5 + years of prior field service management experience, technical management, or management in a field that requires regular customer interaction.

Requisition ID: 586153

Among other requirements, Boston Scientific maintains specific prohibited substance testing requirements for safety-sensitive positions.  This role is deemed safety-sensitive and, as such, candidates will be subject to a drug test as a pre-employment requirement.  The goal of the drug testing is to increase workplace safety in compliance with the applicable law.  

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!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. Boston Scientific is proud to be an equal opportunity and affirmative action employer.

Boston Scientific maintains a prohibited substance free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status.  Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment.  Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements.   As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.