Calypso® Medical Technologies, Inc.

Field Service Director

At Calypso® Medical, innovation is our passion. We have created the first in a series of innovative products destined to advance the science of radiation therapy treatment for cancer specialists and their patients. And that's just the beginning.

We value individual initiative, originality and intellectual curiosity. Small teams excel in achieving milestones and delivering results. Our team thrives on open communication, resourcefulness and rapid problem solving.

At Calypso® Medical, located in downtown Seattle, Washington, we are proud of our technical excellence, but most importantly, we are committed to making a difference in radiation therapy.

Calypso Medical is seeking a Field Service Director with a strong entrepreneurial work ethic, and proven skills as an effective leader and decision maker. Reporting to the VP of Manufacturing, the Field Service Director directs and coordinates daily national operations in regard to installation, repair, and service contract development for the Calypso System and related products. The Field Service Director recruits, develops and manages a staff of technical field service representatives; while meeting or exceeding financial objectives and customer service expectations.

This position will require 50-75% travel throughout the USA, with some international travel. It may be necessary to leave home base with little or no notice and be on the road from one to ten days at a time.

Responsibilities:

Responsibilities include, but are not limited to:

• Develop, implement, and manage business strategies within a district to meet/exceed financial objectives; participate with other managers and Service leadership to establish strategic objectives and plans. Prepare budgets and forecasts while achieving/exceeding revenue and expense goals.
• Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints; provide input on customer satisfaction levels.
• Establish and manage site qualification, installation, commissioning programs. Interface with key accounts and establish success criteria to encourage care package reorders.
• Lead development of field replaceable units and inventory management (FRU’s). Coordinate field updates with engineering and manufacturing.
• Manage corporate resources, test equipment, loaner units, computers, and spare parts; resource allocation of team members.
• Recruit, train, develop, and evaluate direct reports and manage performance issues. Direct reports include Corporate Service Coordinator(s), Corporate Service Engineer(s) and Field Service Engineer(s).
• Develop service contracts and renewal policies and incentives as well as warranty upgrade policies.
• Manage, audit, and track service performance (metrics), GMP/ISO 9000 compliance, adherence to corporate policies and procedures, Service satisfaction, inventory levels, and team member utilization.
• Coordinate, gather and analyze statistical data relating to repair trends and report this information through the internal CAPA system.
• Follow all company safety policies and procedures while ensuring quality work.
• Handle changing priorities and other duties as required.

Qualifications:

• Bachelor’s degree in an applicable Engineering discipline or Physics.
• Five years service or field engineering experience with a radiation therapy product with an in-depth knowledge of FDA/GMP regulations.
• Experience in troubleshooting complex instrumentation, generating test requirements and procedures required. Technically able to install the components of our system.
• Demonstrated knowledge of budgets, income statements, cost management, service contracts and pricing.
• Customer-focused with a proven track record of understanding customer needs and requirements while handling objections.
• Demonstrated progressive growth with experience as direct supervisor or project/team leadership requiring people-leadership skills.
• Ideal candidate will have contributed to the successful market introduction of at least one product and also had experience in product development of a medical instrumentation.
• Excellent verbal and written communication skills; professional manner.
• Strong computer skills, including MS Office Suite.

Calypso® Medical Technologies, Inc.

Email: jobs@calypsomedical.com

Calypso® Medical Technologies, Inc. is an Equal Opportunity Employer

Submitted: 12/15/2005