FIELD SERVICE MANAGER West Coast Region

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. 

Job Description – Imaging, Navigation and Robotics (INR) Field Service Manager

Location:                                          US West Coast Remote

Department:                                     Product Development - Robotics

Title:                                                 West Region Field Service Manager

Reports To:                                       Global Service Manager

Our rapidly growing Imaging, Navigation and Robotics (INR) division is searching for a Field Service Manager located in the above region.  This position will support field personnel with the installation, preventive maintenance and troubleshooting. The candidate will maintain the highest quality level for all procedures, support documents, products and systems, while ensuring compliance with all company policies & procedures and maintaining compliance with US FDA and international medical device regulations and ISO 13485 quality system requirements.  Participate in and provide support for FSEs, customer phone inquiries, technical questions, and the documentation of all administrative reports complaints / problems to ensure that customers are satisfied, and their needs are fulfilled. The job requires the individual to be a self-starter and team player with the ability to work well without close supervision, can independently manage time/schedule and function well in a challenging and fast paced environment. Must be enthusiastic, positive, even tempered and have strong skills in areas of dependability, interpersonal relationships, flexibility and maturity.

Responsibilities

• Provide full leadership oversight for all Field Service Engineers (FSEs) within the assigned region.

• Own regional service performance and ensure achievement of established KPIs, including response time, system uptime, first-time fix rate, preventive maintenance compliance, documentation accuracy, cost control, and customer satisfaction.

• Monitor regional performance metrics and drive continuous improvement initiatives to meet or exceed corporate service objectives.

• Conduct regular performance reviews, coaching sessions, and development planning for FSEs, including succession planning and technical growth pathways.

• Oversee regional FSE workload distribution and scheduling to ensure proper coverage, productivity, and service responsiveness.

• Review and approve overtime and time-off requests to balance operational needs and budgetary control.

• Serve as the primary regional escalation point for all customer service issues and assume full responsibility for resolution of complex, high-impact, or recurring concerns.

• Maintain full accountability for all regional customer issues, ensuring timely communication, root cause analysis, corrective actions, and documented resolution.

• Interface directly with hospital leadership, local Globus employees, Sales team, and key accounts as required to protect customer relationships.

• Collaborate with other regional Field Service Managers to ensure national service consistency, resource sharing, and cross-regional support when needed.

• Work closely with Product Development, Technical Support, Quality, Regulatory, Supply Chain, Operations, and Sales departments to resolve product performance issues and improve service delivery.

• Partner with Sales leadership to support service contract growth, renewals, and customer retention through performance excellence.

• Ensure all customer feedback, complaints, and service documentation are recorded accurately and in compliance with company procedures and regulatory requirements.

• Oversee and support Returned Material Authorization (RMA) processing, tracking, and reporting within the region.

• Coordinate installations, upgrades, relocations, preventive maintenance campaigns, and field corrective actions within the region.

• Ensure FSEs maintain required certifications, safety standards, and technical competencies.

• Identify skill gaps and coordinate necessary technical and administrative training.

• Manage regional service expenses within approved budget parameters and implement cost-control measures where necessary.

• Provide regular regional reporting on KPIs, staffing metrics, operational performance, and customer trends.

• Travel nationally and occasionally internationally as required to support escalations, installations, and corporate initiatives.

• Perform other duties as assigned in support of Field Service and company objectives.

Qualifications

Education:  Requires an Associate’s Degree (technical management or engineering preferred).

Experience:  Minimum 2 years technical management and 5 years of experience as a Field Service Engineer in a technical customer service / field service role.  Experience in the medical device industry preferred IE: Medical Robotics, Digital Imaging, X ray, Etc…

Other Knowledge, Skills, Abilities or Certifications: Services experience (e.g., Clinical Services/Biomed, Radiology) and understand healthcare capital equipment.  Ability to get into and out of hospital settings and keep all vendor requirements up to date. GMP and ISO knowledge required.  Personal computer proficiency with MS Office is required.  Knowledge of quality and/or reliability engineering is a plus.   Must be able to make solid decisions that effectively support the business and company policies.  Ability to travel on short notice and provide service in assigned geography.  Physical Demands – Ability to lift up to 50lbs.

Our Values:

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.

• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.

• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.

• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity:

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.