The National Field Services Leader oversees and manages field services operations across the United States. They lead two regional teams (East and West) to deliver high-quality service and support for our medical devices. The ideal candidate brings a strong background in field services management, excellent leadership skills, and a deep understanding of the medical devices industry.

Essential Functions and Main Duties

• Develop and implement strategic plans for field services operations.
• Lead and manage the East and West regional field services teams.
• Create, measure driver key performance indicators.
• Analyze the root- cause, implement improvement and control plans using SPC charts.
• Ensure compliance with industry regulations and company policies.
• Monitor and analyze performance metrics to drive continuous improvement.
• Collaborate with other departments to enhance customer satisfaction and service delivery.
• Manage budgets and resources effectively to achieve operational goals.
• Provide training and development opportunities for field services staff.
• Address and resolve customer issues and complaints promptly.
• Stay updated on industry trends and advancements to maintain competitive edge.
• Select, manage, develop, and hold accountable team members to meet department deliverables and responsibilities. Complete company people management requirements. Exhibit manager competencies.
• Adheres to all company policies, procedures, and business ethics codes.
• Duties may be modified or assigned at any time based on business need.

Qualifications

Education / Certification / Experience Required

• Bachelor's degree in engineering, business administration, or related field; Master's degree preferred
• Lean Six Sigma Black Belt certification
• 10+ years of experience in field services management, preferably in the medical devices industry
• 10+ years of experience of people management experience, including driving results through others, leading teams or projects, and providing training
• Experience in implementing artificial intelligence tools for field service
• Proven track record of successful leadership and team management
• Level and compensation depend on location, experience, education and skills

Competencies Required

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to travel as required
• Leadership and team management
• Strategic planning and execution
• Budget management
• Customer service excellence
• Regulatory compliance
• Performance analysis and improvement
• Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English
• Able to work effectively both independently and in a collaborative team environment

Compensation

The anticipated range for this position is $130,000 to $193,000. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience and location.

Perks and Benefits

Visit our Career page to learn more about Perks & Benefits and working at Nihon Kohden America

Working Conditions

Schedule: The regular hours for this full-time position are 8:00 a.m. to 5:00 p.m., Monday-Friday, unless otherwise stated by the department manager. Holiday, weekend, and evening work hours may be required. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Company's discretion.

Physical: Generally, may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, color vision. More specific details may be provided as needed or requested. Reasonable accommodation may be requested by contacting Human Resources.

Travel: Approximately 25%

Access to Customer Sites: It is an essential function of this position to perform duties in healthcare facilities, and to achieve the necessary vendor credentialing. As part of this process, it is typically required to provide proof of vaccinations (including for COVID), and related personal medical information, and to comply with other criteria as needed to be able to work at customer sites. Typical vendor credentialing expenses will be paid/reimbursed by the Company.

Nihon Kohden America is committed to maintaining a professional and respectful workplace free from discrimination, harassment, and retaliation and welcomes all qualified candidates to apply. Employment decisions are based on qualifications, experience, and business needs, without regard to legally protected characteristics. This policy applies to all employment actions, including recruitment, hiring, promotion, compensation, training, and other workplace practices.

Nihon Kohden America complies with all applicable federal, state, and local laws regarding equal employment opportunity. Employees and applicants will not be subject to harassment or retaliation for asserting their legal rights. Questions or concerns regarding this policy may be directed to Human Resources at HREmployeeServices@nihonkohden.com.