Boston Scientific Senior Field Eng Manager 

United States, Minnesota, Arden Hills 

617080344

About the Role:

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.

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.

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.