Field Service Manager (onsite)

0551 VMS Arabia Commercial Ltd; Riyadh; On-site; SAR 80,000 - 120,000; Full time

Job summary

A leading company in the medical device field is seeking a dedicated professional to oversee technical and administrative support activities. The role involves ensuring customer satisfaction through effective management of system installations and maintenance. Candidates should possess a Bachelor's degree in engineering and demonstrate strong leadership and communication skills. The position requires flexibility in working hours and the ability to travel internationally. Join us in our mission to combat cancer with innovative solutions.

Qualifications

• One year of management or supervisory experience.
• Ability to lead diverse teams and foster a collaborative environment.

Responsibilities

• Directs technical and administrative support activities for system installation and maintenance.
• Manages project budgets and ensures financial performance of service and project budgets.
• Coordinates with contractors and suppliers to meet quality and timeline commitments.

Skills

Communication

Problem-Solving

Leadership

Time Management

Empathy

Education

Bachelor's Degree in Biomedical Engineering

Bachelor's Degree in Electrical Engineering

Bachelor's Degree in Mechanical Engineering

Tools

Microsoft Office

Salesforce

SAP

Workday

Job description

Job Description

Directs the coordination of technical and administrative support activities including system installation, commissioning, corrective and preventative maintenance, and engineering change upgrades to provide the highest level of service, maximize customer satisfaction, and achieve financial objectives.

Performs all required management responsibilities including but not limited to implementing the company's policies, programs, and guidelines; ensuring employee productivity, growth, and training; managing resources; knowing Varian's business; and maintaining functional, technical, and external market awareness necessary for managing the immediate organization.

Analyzes operational processes, escalation procedures, and performs training needs assessments for identifying opportunities for service delivery improvements and value addition to the customer.

Responsible for meeting and adhering to all contractual obligations. Ensures that all deliverables are met and coordinates with all parties to fulfill requirements.

Establishes contact and communication with customers on all aspects of the PT equipment onsite.

Establishes defined contacts within Varian to address customer concerns with non-PT equipment.

Follows both company and local safety policies.

Participates in the resolution of customer concerns and defining and developing a customer strategy.

Manages and/or ensures the site(s) shift schedule to fulfill contractual obligations and coordinates required resources for system down events, major planned maintenance, and modifications.

Coordinates with site technical leads to ensure staffing requirements.

Responsible for ensuring the site team shift schedule is maintained 3 months in advance.

Ensures that the Site Team establishes and maintains communication with the GFO (Global Field Operations) and regional teams.

Establishes proper methods of team communication and takes immediate corrective actions to address deficiencies, including shift assignments, ancillary support roles, and shift-to-shift status reports.

Coaches team on the quality of documentation and reports provided according to established processes.

Manages project budgets for system installation timelines and ensures that project revenue objectives are achieved within budgets and with maximum cost effectiveness.

Monitors financial performance of service and/or project budgets and ensures objectives are met.

Keeps senior management and partner managers updated on system and customer status for ongoing support.

Coordinates with contractors, business partners, and suppliers to meet quality, timeline, and uptime commitments.

Manages customer relations in collaboration with internal departments during installation, commissioning, service, and maintenance to ensure system availability and customer satisfaction.

Reports all service activities to ensure accurate customer maintenance records are maintained.

Maintains Device History Records, Quality Records, and other documentation as per global and regional requirements.

Analyzes system data and manages stock and spare parts to ensure availability within budgets.

Typical Education and Experience

Bachelor's Degree in Biomedical, Electrical, Mechanical Engineering, or related field.

One year of management or supervisory experience.

Demonstrated soft skills such as communication, listening, time management, problem-solving, leadership, and empathy.

Ability to lead diverse teams and foster a collaborative, customer-focused environment.

Proficient in Microsoft Office applications.

Fluency in English, both written and spoken, and knowledge of the local language as per customer requirements.

Strong communication skills and the ability to present publicly.

Understanding of process, technical design, and quality objectives.

Other Desired Skills and Knowledge

Experience with HCM (e.g., Workday), CRM (Salesforce), and ERP (SAP).

Solution-oriented mindset and knowledge of medical device field service operations.

Special Job Requirements

Willingness to work flexible hours, including beyond standard work weeks.

Availability to work onsite and coordinate system downtime from offsite.

Occupational exposure to radiation and other hazards related to Proton Therapy System installation and maintenance.

Ability to work within confined spaces and at heights.

Extended periods of standing, sitting, or stooping.

International travel up to 30% or more.

Compliance with vaccine requirements as per local regulations.

Our Vision

We envision a world without fear of cancer. Achieving this takes dedication and commitment from all of us. We celebrate the diverse identities of our employees, reflecting our patient base, which fosters innovation. We encourage bringing your whole self to work, believing your authentic perspective will help us win more victories over cancer.

TogetherWeFight