Manager, Commercial Field Support

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Lead, mentor, and cultivate a team of Field Support Representatives to meet individual, team, and organizational objectives.

• Collaborate with the Senior Manager, FSR, and the Senior Director of Customer Experience to enhance and advance team services for the Commercial Organization and its customers.

• Promote accountability, teamwork, ownership, and ongoing improvement.

• Conduct coaching sessions, performance evaluations, and development planning.

• Assist with onboarding, training, mentoring, and career advancement.

• Identify and nurture high-potential talent and future leadership capabilities.

• Ensure the consistent application of standardized workflows, operating procedures, and service expectations.

• Monitor operational metrics, service levels, and quality standards.

• Enhance efficiency, eliminate manual tasks, and optimize processes.

• Support the implementation of systems, tools, automation, and workflow enhancements.

• Address systemic issues and propose solutions.

• Build strong relationships with Territory Managers, Regional Sales Directors, Key Account Managers, and Customer Care teams.

• Resolve customer challenges and enhance operational performance.

• Lead service and retention support while aligning customer experience with field sales priorities and operational efficiency.

• Proactively assess account needs, identify customer risks, and resolve issues before they impact customer experience or retention.

• Utilize operational reporting, account insights, regional business trends, and customer support data to inform decision-making.

• Enhance account onboarding, operational execution, customer issue resolution, and service continuity.

• Develop team capabilities in account onboarding, operational support, special instructions, reporting, insights, escalation triage, and proactive support.

• Encourage root-cause analysis and scalable solutions.

• Participate in cross-functional improvement initiatives and organizational projects.

• Share feedback from customers and field partners to enhance products, systems, and processes.

• Promote the adoption of best practices throughout the FSR organization.

⛳️ Requirements

• Bachelor's degree is preferred.

• 5–8 years of experience in the medical device, healthcare technology, diagnostics, or a related healthcare field.

• 2–5 years of leadership experience managing customer-facing or commercial support teams, or consistent peer leadership experience at IRTC.

• Willingness to travel up to 50% of the time.

• Proven track record of successfully coaching and developing high-performing teams.

• Strong operational problem-solving and organizational abilities.

• Excellent communication and relationship-building skills.

• Experience working collaboratively in a fast-paced, cross-functional environment.

• Ability to balance day-to-day execution with ongoing improvement initiatives.

• This is a remote position based in the U.S.

• Experience in supporting field sales organizations.

• Knowledge of healthcare operations and customer workflows.

• Proficiency in AI to enhance efficiency and innovation within the service line.

• Familiarity with CRM platforms, operational reporting, and workflow management tools.

• Experience in implementing process improvements or leading operational initiatives.

🏝️ Benefits

• Reasonable accommodations for qualified individuals with disabilities during the job application process.

• An inclusive workforce and an Equal Opportunity Employer.