Field Service Manager

Rs&A Llc; North Carolina; On-site; USD 100,000 - 135,000; Full time

Job summary

Solutech seeks a Field Service Manager for North Carolina to lead field service operations and drive improvements in mean time to repair for critical medical devices. The role requires coordinating scheduling, performance, and compliance while supporting client engagements and cross-team collaboration.

The FSM will partner with the National Service Director and manage field service engineers, ensuring effective communication and data-driven decision making via Oracle NetSuite.

Qualifications

• Completion of required training, including management/communication courses, as identified in the annual review process.
• Prior experience with people oversight/development.
• Strong analytical skills.
• Strong interpersonal communication, writing, project management, and administrative skills.
• Ability to motivate others, build consensus, and drive lasting change.
• Willingness to learn, receive feedback, and be part of a team environment - The Culture of WE
• Ability to deal with ambiguity and attention to detail.
• Proficiency in Oracle NetSuite.

Responsibilities

• Oversight of field service teams and performance.
• Coordinate, execute, and evaluate field service work daily via Oracle NetSuite dashboard.
• Maintain consistent communication with all assigned FSEs.
• Collaborate with other team leaders to advance service delivery and respond to issues.
• Manage scheduling for all field service team members to ensure client/machine coverage.
• Provide a conduit for information from the field to operations management.
• Maintain systems in alignment with FSE job descriptions and QMS standards.
• Oversee administrative compliance: expenses, vendor credentialing, PTO coordination.
• Seek feedback to drive continuous improvement and support client engagement.
• Support talent acquisition and employee development within the area.

Skills

People management

Analytical skills

Interpersonal communication

Project management

Written communication

Administrative skills

Oracle NetSuite

Tools

Oracle NetSuite

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Field Service Manager

FS East FS 3 Full Time Management North Carolina, US

Salary Range: $100,000.00 To $135,000.00 Annually

Document Type: Job Description

Position Title: Field Service Manager (FSM)

Reports To: National Service Director

Revised: 05/27/2025

Company Overview

At Solutech, our mission is to ensure critical medical devices are always available to support the treatment and diagnosis of patients when they need it most. Our culture is driven by a shared commitment to making a positive impact - where a team of dedicated individuals goes above and beyond to make a real difference in people's lives.

As part of our team, you'll have the unique opportunity to help shape the future of medical device services. If you want to be part of a team that is truly making an impact in the healthcare industry, this is the perfect opportunity.

To make you a hero for your patients, we go the mile after the extra mile - We are the Solutionists of Solutech.

Functional Description

Operations apply to all field services (both contracted and billed service clients) and equipment services (planning, evaluations, removals, installations, disposals). Service is personal, requiring team members who possess a high level of professionalism, ethics, empathy, and interpersonal skills. Given the critical nature of the service we provide, it is imperative that our engineers get the support they need quickly and have confidence that the team is behind them. It is management's commitment and responsibility to invest in the tools and resources (people included) necessary to achieve our service excellence in support of our team.

Success is defined and measured with one objective - REDUCE MEAN TIME TO REPAIR. "Mean time to repair" is defined as the total time (minutes/hours) taken to complete the following tasks:

• Receive call
• Respond to site (travel)
• Troubleshoot issue
• Request/receive part(s)
• Fix machine issue
• Confirm issue resolution with the client

Team leadership exists to connect, support, and drive value/performance to our team members and clients. As such, this role:

• Sets the tone and expectations around service delivery to our field service team
• Fosters a culture of engagement, development, and performance
• Establishes trust and transparency across our field service engineers (FSEs)
• Supports client engagement as needed
• Acts as an ambassador of our quality management system and culture

Scope of Outcomes

The core responsibilities for this position include:

• Oversight
• Coordinate, execute, and evaluate field service work performance (daily) via assigned Oracle NetSuite dashboard
• Maintain consistent/effective communication with all assigned FSEs
• Collaborate with other field service team leaders to advance the service delivery model and respond to/escalate current service issues
• Manage the schedule for all assigned field service team members to ensure adequate coverage for all clients/machines
• Provide a conduit for critical information from the field service team to operations management/leadership
• Service
• Maintain assigned systems in alignment with the applicable FSE job description(s)
• Oversee administrative compliance for assigned team members, including expense management, vendor credentialing, and PTO coordination
• Actively seek feedback from field service team members to drive continuous improvement opportunities, both internally and externally
• Support client engagement model for assigned area
• Support talent acquisition strategies for field service team members
• Support employee development, evaluation, and performance improvement needs; this includes facilitating the annual review process for assigned team members
• Work with management to identify training needs and support coordination of delivery activities for assigned team members
• Communicate effectively across the team, developing a sense of community (not silos) and fostering collaboration. Includes delivery of operations standard meeting schedule
• Quality Control
• Oversee and complete operations activities in alignment with QMS standards/operations documentation
• Continually improve operations and delivery model
• Actively participate in the company's corrective action program
• Performance Management
• Analyze service performance with team members routinely; elevate hard spots (e.g., units with high hours or unusual parts consumption)
• Provide insights regarding client satisfaction
• Define and implement programs/improvement initiatives
• Support change management activities within assigned area

Qualifications

Required qualifications include:

• Completion of required training, including management/communication courses, as well as any additional courses as identified in the annual review process
• Prior experience with people oversight/development
• Strong analytical skills
• Strong interpersonal communication, writing, project management, and administrative skills
• Ability to motivate others, building consensus, and driving lasting change
• A willingness to learn, receive feedback, and be part of a team environment - The Culture of "WE"
• Ability to deal with ambiguity and attention to detail
• Proficiency in Oracle NetSuite

Environmental and Physical Requirements

• Ability to lift 75 pounds
• Ability to stand for long periods of time
• Ability to travel, both domestically and internationally, for extended periods of time
• Dexterous ability to manipulate small objects
• Willing to work standard and non-standard hours as required to support the customers