Director, Field Service Eng

DIALITY INC

19d

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. In preparation for the transition from an R&D organization to a commercial enterprise, Diality will develop a Field Service Organization to support the roll out of the company’s first product. The Director of Field Service Engineering (FSE) will report to the Chief Business Officer (CBO) and be responsible for owning the development of the company’s field service strategy. As the company sales and grows the dialysis industry continues to evolve with new provider models, Diality will need to develop and execute a field service model that support the initial commercial release of our device but also contemplates the long-term direction of the market. The Director of FSE will ultimately lead an organization that has responsibility for the installation, preventative maintenance, troubleshooting, and repairs of the Diality Dialysis System. This position is the first hire in the Field Service Engineering Department and therefore will be responsible for not only establishing new processes and procedures but over time recruiting, hiring, and onboarding additional staff. The FSE Director will interface professionally with Clinical Staff as well as our patients and will be one of the key faces of company. The FSE Director will provide exceptional customer support and should be able to apply basic engineering theory to accurately diagnose issues, understand root causes and apply appropriate solutions. They will additionally provide support to Marketing or Sales for seminars, trade shows, and other demonstrations, as necessary. The Field Service Director will also supply feedback to R&D regarding system performance, serviceability improvements as well as customer feedback. They may also be asked to help develop training or service manual materials as time permits. The Director of Field Service Engineering should expect initially spend the majority of their time in the field but overtime as the organization scales and grows will shift more towards an office based role

Requirements

Ability to read, write, analyze, and interpret electronic and fluidics schematic diagrams and flowcharts.
Ability to respond in verbal or written form (email) to inquiries or complaints from customers or co-workers.
Excellent computer and technology skills with regards to software applications, (Excel, Word, Outlook, Power Point) ERP databases, and technology innovation.
Bachelor’s degree (Electrical, Electronics, Mechanical or Fluidics) strongly preferred or military equivalent.
10+ years Field Service experience in the Medical Equipment Industry preferred with at least 5+ years managing others
Must have valid driver’s license and good driving record.

Nice To Haves

A strong preference will be provided to candidates with experience in the dialysis industry

Responsibilities

Together with the CBO, develop the company’s field service strategy
Ability to recruit, onboard, train and manage teams of Field Service Engineers
Provide on demand first and second level technical support to customers including after-hours phone support, holiday and weekend on-site support as required.
Install, troubleshoot and repair Diality Dialysis Systems at customer facilities or patient’s homes. Must have strong knowledge of electronic, mechanical, and fluids components.
Perform scheduled preventative maintenance that includes calibrations, hardware or software upgrades and verification of system specifications.
Become a technical subject matter expert on the Diality product.
Ability to address and resolve customer issues and escalations.
Complete all field service and expense reports according to functional standards.
Support Marketing and Sales for seminars, trade shows, or demonstrations as required.
Provide detailed feedback to R&D regarding performance, serviceability, and customer comments.
Support the development of training and service materials.
Accurately document all service activities, maintain spares inventory, and provide parts usage and failures within the ERP system.
Ability to travel up to 70% of the time.
Self-starter with the ability to multi-task and re-prioritize duties throughout the day.
Excellent communication skills with the ability to interact with customers, patients, and internal personnel.
Manage and maintain company assets required to perform all necessary job functions.
Co-ordinate logistics of machine returns and re-release to and from Diality Depot