Sr. Field Service Manager

DIALITY INC

43d

About The Position

Diality is a medical device company focused on developing solutions to improve lives impacted by kidney disease. Diality offers the Moda-flx Hemodialysis System, a user-friendly, mobile, and connected hemodialysis system designed to maximize clinical flexibility and ease-of-use for both clinical and non-clinical users. The Moda-flx Hemodialysis system combines flow rate capabilities of conventional in-center dialysis devices with a fully integrated reverse osmosis (RO) water filtration system to provide a broad range of prescriptions and meet the needs of any professional dialysis care setting. Reporting to the Director, the Senior Field Service Manager plays a critical role in leading a customer-facing team that is redefining the dialysis experience. This position oversees a group of U.S.-based Field Service Engineers who serve as the primary point of contact for customers, ensuring exceptional service and operational excellence. The Field Service team represents Diality in the field and is responsible for installation, repair, preventive maintenance, and in-service support for Diality’s Moda-flx hemodialysis system. The ideal candidate is a hands-on, customer-focused leader who can balance technical expertise with strong people management skills. This role ensures timely, high-quality resolutions to customer issues, manages escalations to minimize downtime, and provides guidance to both customers and team members.

Requirements

Ability to read, write, analyze, and interpret electronic and fluidics schematic diagrams
Self-starter and independent with the ability to manage/coordinate a staff located remotely
Ability to read, write, analyze and interpret electronic and fluidics schematic diagrams and flowcharts
Must have valid driver’s license and good driving record
Experience working in a regulated environment; familiar with Medical Device Regulations – CFR & ISO requirements preferred
Pragmatic, organized, detailed, and has a big capacity to both think and do
Ability to promote ideas persuasively, influence others, and build and maintain effective professional relationships with internal partners and business leaders
An independent thinker willing and able to express and support a point of view
Demonstrated ability to think innovatively, connecting the dots when others cannot.
Able to make the leap from information to insight
Has quick intelligence, is fast on their feet and quickly responds to issues and questions
Strong written and verbal communication skills. Ability to organize, summarize, clarify, and communicate ideas simply, succinctly, and accurately to engineering and non-technical audiences
Capable of maintaining a rapid working pace and enjoys having multiple projects going at once. Can change course, be resourceful and get things done on short timeframes
Bachelor’s degree in biomedical, Mechanical, Industrial, or Systems Engineering (or equivalent military experience)
10+ years in a global company (parts or capital goods manufacturing organization preferred) leading a functional area, with 5+ years’ experience managing a large remote team, Dialysis Experience Preferred)
A proven track record of driving a business unit/functional group in identifying and driving areas or improvement (including Lean and Continuous Improvement methodologies) across an organization, resulting in improved product margin, profitability, and step-change performance
Demonstrated effective management (both direct and through influence) across multiple locations and remote work groups

Nice To Haves

Dialysis Experience Preferred)

Responsibilities

Ensures Diality Hemodialysis system uptime, SLA adherence & excellent customer experience through service delivery
Oversees work for Field Service Engineers, including mean time to respond, mean time to repair, call closure, inventory, and parts returns
Establish and maintain controls, department policies, and budgets; review performance data such as financial, sales, and quality, to monitor and measure productivity, goal progress and activity levels; and ensure departmental goal achievement
Works cross functionally with Customer Operations to ensure that the Field Service team has the necessary tools to execute on all KPIs
Provides feedback to the Sustaining Engineering organization on device enhancements to improve the functionality and reliability of Moda-flx.
Quantifies the success of Field Service Engineers, partners with direct reports, to objectively improve performance.
Builds effective business relationships with Sales and key customer contacts, ensuring Diality medical delivers an exceptional customer experience
Creates projects & programs to drive continuous improvement and increasing knowledge/competence of the workforce
Works with leadership to identify and track key performance indicators for the Field Service group
Strong sense of urgency in the execution of service delivery
Excellent communication skills with the ability to interact with customers, patients, and internal personnel
Strong Salesforce CRM skills required & deep understanding of Field Service processes, partners with internal stakeholders to improve processes & business systems
Responsible for recruiting and hiring Field Service Engineers as well as procuring tooling and other items needed for the job
Provides on-demand first and second level technical support to customers including after-hours phone support, holiday and weekend on-site support as required
Provides guidance & professional development to employees
Manage and maintain company assets required to perform all necessary job function