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[Remote] Associate Manager, Field Services (Southeast)
Note: The job is a remote job and is open to candidates in USA. Boston Scientific is a global medical technology company that develops innovative solutions to improve patient health. The Associate Manager, Field Services leads a regional team of Field Service Technicians supporting capital equipment and service offerings across the Southeast. The role manages daily field service operations, develops employees, handles escalations, and ensures customer service, quality, and performance objectives are met.
Responsibilities
- Consistently shows a customer-first mentality and addresses customer and business needs promptly
- Lead a group or team of employees in the achievement of organizational goals. Guide, coach, direct, and develop direct reports, and if applicable, drive those practices throughout their organization
- Training, developing, motivating, and day-to-day management of Field Service Technicians to support the overall goals and mission of the organization
- Recruiting and retaining employees, stimulating productivity, engagement, and performance, creating a positive and supportive workplace environment, skills development
- Identify performance related issues, develop an action plan for improvement, implement corrective action if needed
- Assist with escalated complaint coordination of Field Service Technicians
- Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’) and financial expectations
- Leads by example to develop a robust continuous improvement culture that supports BSC’s Quality Policy, Quality System and the appropriate regulations for the area supported. Assures Field Service team follows Quality approved work processes, procedures, documentation and training
- Communicate expectations to employees and provide timely updates
- Provide subject matter expertise in handling escalated customer calls as needed
- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
- Stay current on internal work processes, policies, and procedures
Skills
- Associate degree in engineering, electronics, biomedical technology, or a related STEM field
- Minimum of 5 years' experience in field service, technical support, or equipment servicing roles involving the installation, troubleshooting, and maintenance of complex electro-mechanical systems in customer environments
- Minimum of 1 year of experience in a direct or indirect leadership role, with responsibility for coaching, developing, or guiding the performance of others
- Strong verbal and written communication skills, with a proven ability to engage effectively with customers, cross-functional teams, and direct reports
- Ability to manage multiple priorities, meet deadlines, and adapt to changing demands
- Ability to travel up to 75% to support a regional team of Field Technicians, including regular site visits and periodic travel to Boston Scientific's Arden Hills, MN campus. This is a remote, field-based role based in the Southeast U.S. region
- Valid driver's license, clean driving record, and access to a reliable service vehicle that meets company insurance requirements
- Bachelor's degree in engineering, electronics, biomedical technology, or a related STEM field
- More than 2 years of experience in a leadership role, with demonstrated success managing field-based or technical service teams
- Experience participating in or leading the recruitment, selection, and onboarding of technical or field service personnel
- Familiarity with regulated industries (e.g., medical device, aerospace, industrial equipment) and compliance-driven service environments
- Experience working cross-functionally with quality, engineering, operations, or commercial teams (e.g., sales, marketing) to drive service excellence and customer satisfaction
- Prior experience supporting remote or geographically dispersed teams across a regional territory
Benefits
- Access to the latest tools, information and training
- Support in advancing skills and career
- Remote position with flexibility to support employees in doing their best work
- For exempt, non-sales roles: annual bonus target, subject to plan eligibility and other requirements
- For exempt, non-sales roles: long-term incentives, subject to plan eligibility and other requirements
- For non-exempt (hourly), non-sales roles: overtime and shift differential from time to time, subject to plan eligibility and other requirements
Company Overview
