Regional Field Service Manager - West

Regional Field Service Manager - West

Location / Homebase: San Diego (must live within reasonable driving distance)
Territory: West Territory

Reports to: Service Director, North America

Direct reports: 3 , regional partner management

Travel: Very frequent and prolonged travel

Role summary

This is a working manager role: a senior Field Service Technician who also leads the West Territory service business. They are the Service Director's operational and commercial "reflection" in the territory-owning service quality, customer relationships, and growth outcomes while continuing to perform installations, calibrations, troubleshooting, and onsite repairs.

The role blends three accountabilities:

1. World-class field service delivery (technical execution)
2. Regional leadership (people, planning, standards, escalations)
3. Commercial ownership (recurring revenue retention new revenue growth)

Core responsibilities

1) Technical service delivery (hands-on)

• Perform installations, calibration/verification, troubleshooting, and onsite repairs across the territory.
• Execute preventive maintenance, upgrades, and corrective actions per service SOPs and quality requirements.
• Maintain trunk stock, tools, and test equipment; ensure readiness and compliance.
• Complete service records, calibration certificates/forms, and customer documentation with strong discipline.
• Use CRM/service systems (e.g., Salesforce or equivalent) to log cases, work performed, parts, time, and customer communications.

2) Regional leadership

• Own the region's service execution: coverage model, routing discipline, scheduling efficiency, and service readiness.
• Serve as primary escalation owner for complex technical issues and customer escalations; drive structured resolution and closed-loop communication.
• Establish and uphold regional standards for:
• Service quality and documentation
• Customer communications and professionalism
• Tools, trunk stock, and process compliance
• Recruit, onboard, coach, and develop field talent in the region as headcount scales:
• Interviewing, selection, ramp plans, field accompaniment, skills assessments
• Ongoing coaching cadence and performance management where required
• Coordinate with Service Operations on technician scheduling, time off coverage, and territory continuity.

3) Commercial ownership (growth retention)

• Own customer relationships-especially key sites-building executive trust with clinical, biomedical, and administrative stakeholders.
• Drive recurring revenue retention and expansion:
• Service contract renewals support (in partnership with Sales/Inside Sales)
• Calibration program adoption and multi-year calibration conversions
• Proactive identification of at-risk accounts and recovery plans

• Generate and progress growth opportunities by partnering tightly with Regional Sales Managers:
• Joint account planning and site strategy
• Lead identification from service interactions (needs discovery, quoting triggers)
• Support commercial conversations with technical credibility (scope, timelines, risk)

• Provide regional forecasting inputs (pipeline signals, renewals risk, service demand drivers) and communicate trends to the Service Director.

4) Continuous improvement & quality partnership

• Identify recurring failure modes and systemic issues; translate field observations into structured feedback for Quality, Product, and Operations.
• Participate in CAPA / complaint processes as needed; ensure regional adherence to quality system procedures.
• Improve regional performance through simple operating mechanisms: dashboards, weekly priorities, and measurable action plans.

Required qualifications

• 5 years experience in field service / technical service for medical devices, diagnostics instrumentation, or comparable regulated equipment (installation calibration repair).
• Demonstrated capability in bench-level and field-level troubleshooting (analog/digital electronics, electromechanical systems).
• Strong comfort with Windows/PC-based systems; working knowledge of drivers, software installs, logs, and basic networking fundamentals.
• Proven customer-facing maturity: calm under pressure, clear communicator, strong expectation-setting.
• Demonstrated leadership behaviors (formal people management or clear "lead tech / team lead" ownership), including coaching and escalation handling.
• Commercial instincts: able to identify opportunities, protect recurring revenue, and partner effectively with Sales.
• Valid driver's license; ability to travel frequently and occasionally on short notice.

Education: Technical diploma/associate degree (Electronics, Biomedical Equipment Technology, Engineering Technology) or equivalent hands-on experience.

Preferred qualifications

• Experience with audiology / hearing & balance diagnostics, neonatal/newborn care environments, or sensor-based diagnostic systems.
• Familiarity with regulated documentation discipline and quality systems (controlled forms, traceability, audit readiness).
• Experience contributing to territory planning, hiring, onboarding, performance reviews, or incentive/compensation input.

Pay Transparency Details: The actual base pay offered will vary depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Natus, it is not typical for an individual to be hired at or near the top end of the range.

Compensation and Benefits: Comprehensive benefit package that starts on your 1st day including medical, dental, vision, 401k contribution, 7 paid holidays 2 floating holidays of your choosing, generous paid time off plan, tuition reimbursement assistance eligibility after your first year, and more.

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