Supervisor, Field Service (Dallas/Ft. Worth)

Breg Careers•Dallas, TX

17h•Hybrid

About The Position

The Supervisor, Field Service is responsible for leading, coaching, and developing a team of Field Service Representatives (FSRs) and Patient Service Representatives (PSRs) who support Breg’s orthopedic bracing and supply programs across hospitals, orthopedic practices, and urgent care settings. S/he ensures high-patient care, operational excellence, and billing accuracy while fostering strong relationships with Breg’s Sales Team and customer accounts. This role monitors performance metrics, identifies opportunities for improvement, and implements scalable solutions that support Breg’s strategic goals. Serving as a key liaison and subject matter expert (SME), s/he partners closely with internal teams (e.g., Sales, Billing, and Solutions Teams) and external stakeholders to optimize account workflow, drive service consistency, resolve complex issues, and support regional business growth. The role includes frequent field presence—conducting in-person training and onboarding, site visits and ride-alongs with employees to support coaching, enhance process understanding, and reinforce best practices.

Requirements

Associate’s degree in a healthcare-related field required. Experience may be considered in lieu of education.
Minimum of 5 years of experience with hands-on experience in orthotics, athletic training, sports medicine, durable medical equipment (DME), or patient care required.
Minimum of 1 year of experience leading and/or managing teams in a field-based, clinical, operational, or healthcare environment, including remote and in-office staff across multiple locations and time zones.
Minimum of 2 years of experience with standard workflows and procedures in orthopedic clinics or physician offices required.
Holds and maintains applicable certification or licensure such as American Board Certification (ABC) Certified Fitter-orthotics (CFo), Board of Certification (BOC), Athletic Training licensure, Orthopaedic Technologist Certification, required.
Previous experience in Durable Medical Equipment (DME) required.
Proficient in orthopedic bracing and supply products, as well as the applicable procedures for utilization, required.
Computer proficient to include web browser/internet search, Microsoft (MS) Outlook, Word, Excel, PowerPoint, and Teams capabilities.
Technical competence includes the ability to learn new software and systems.
A passion for innovation and a commitment to Breg’s mission to Keep Moving Forward.
Must possess a valid driver's license, acceptable motor vehicle record, and current automobile insurance.
Additional screening and/or identity verification may be required to access internal and external electronic record management systems and insurance portals.
May be required to satisfy third-party credentialing/screening requirements to gain access to hospital accounts.
Applicants must be currently authorized to work in the United States on a full-time basis. The Company will not sponsor applicants for work visas for this position.

Responsibilities

Supervise, mentor, and develop a team, ensuring compliance, adherence to Breg standards for patient care, documentation accuracy, and operational processes.
Conduct regular field ride-alongs and site visits to observe workflow, technical proficiency and effectiveness, provide constructive feedback, and identify opportunities for performance improvement.
Manage daily scheduling and staffing coverage for FSRs and PSRs, ensuring all customer sites and service routes are properly staffed during and after business hours and that clinical coverage aligns with key performance indicators (KPIs), service standards, and clinical protocols for orthopedic bracing fittings.
Monitor team productivity, quality, and compliance through reports, audits, and field evaluations, implementing corrective actions when needed.
Support the recruiting, hiring, onboarding, training, development, and performance management of FSRs and PSRs, ensuring team members maintain required competencies and certifications while addressing performance issues proactively and effectively.
Create onboarding plans and continuously evaluates training programs to ensure content is up-to-date, comprehensive, and supports employee readiness and long-term success.
Conduct regular one-on-ones with direct reports to communicate updates, reinforce expectations, and address employee needs.
Lead regular team meetings and territory performance calls utilizing scorecards and reporting tools to identify operational opportunities, drive improvements, and escalate concerns to leadership.
Perform administrative tasks associated with timekeeping, pay, performance, policy administration and other matters related to employment.
Ensure PSRs demonstrate competency in brace fitting, product education, and patient communication in alignment with Breg standards.
Ensure consistent and compliant execution of all service policies, procedures, clinical protocols, and manufacturer guidelines, including those related to professional fitting of orthopedic bracing products.
Educate team members, healthcare providers, and customers on product usage, service expectations, workflow standards, and inventory best practices.
Provide hands-on service coverage as needed, including travel outside the local area to measure, fit, troubleshoot, and support Breg’s standard and custom bracing solutions.
Utilize and trains internal staff and customers on tools such as Breg Vision and Breg Claims System (BCS) to support efficient and accurate daily operations.
Collaborate with internal teams to onboard and offboard SNB accounts for assigned service locations.
Drives compliance to all Breg policies, standard operating procedures (SOPs), and applicable healthcare regulations, including Health Insurance Portability and Accountability Act (HIPAA) and Food and Drug Administration (FDA) requirements.
Drive effective inventory and claims management at Breg Stock & Bill (SNB) locations by reinforcing compliant documentation accuracy, claim scrub requirements, inventory par adherence, cycle count execution, replenishment workflows, shrink reduction, and customer service performance.
Collaborate with the Area Manager, Field Services and other key stakeholders to recommend process improvements and support the development and rollout of new procedures.
Support the direct and indirect Sales Teams to support inventory and billing efforts within assigned region.
Responsible for executing inventory policies, including par level management, product returns, shrink management, and accurate cycle counts, within assigned region.
Drive achievement of KPIs by analyzing performance data, identifying service or operational gaps, and implementing best practices to improve operational efficiency and customer satisfaction.
Prepare, consolidate, and summarize daily, weekly, and monthly operational and performance reports, analyzing data for trends and identifying opportunities for targeted improvements.
Translate reporting insights into defined action plans, partnering with field teams, internal stakeholders, and leadership to implement process improvements that measurably improve service quality, documentation accuracy, and account satisfaction.
Builds and maintains strong relationships with Breg’s Sales Teams, collaborating closely to support business goals, customer satisfaction, and service consistency.
Partner with Sales and account leadership to resolve escalated service concerns, operational challenges, and/or workflow gaps.
Regularly engage with physicians, clinical staff, and office management to ensure alignment on bracing program expectations and patient care standards.
Conduct onsite visits to key accounts to assess service delivery, inventory practices, workflow needs, and overall satisfaction.
Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices.
Responsible for being accountable and committed to demonstrating Breg’s cultural beliefs and achieving the key results of the company.
Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition.
The performance of the position is aligned with the culture of commitment and accountability, following the steps of: See it, Own it, Solve it, and Do it.