Sustainability Field Services Manager - Medical Surgical (East)

While this is a remote position not located at a physical Medtronic site, the candidate hired will be required to reside within the territory and drive to multiple accounts throughout the region. A valid driver's license is essential for this role.

As the Sustainability Field Services Manager, you will lead a team of Sustainability Specialists responsible for delivering a consistent, high-quality post-sale customer experience for sustainability collections programs across the Medical Surgical Portfolio. You will guide customer kickoff and implementation, support ongoing account management and relationship building, and help customers realize the operational and sustainability value of participating in these programs. This is a customer-facing leadership role within the Commercial organization; it is focused on post-sale execution and account stewardship.

This position leads a team of Sustainability Specialists and should be based in either the greater NYC area or Miami, FL area. This role covers the Eastern part of the US and involves significant travel including frequent overnights.

Key Responsibilities

• Lead, coach, and develop a team of Sustainability Specialists, including hiring, onboarding, goal setting, performance management, and ongoing capability development.
• Oversee post-sale customer kickoff and implementation for sustainability collections programs, ensuring clear roles, timelines, workflows, training, and success measures are established with each customer.
• Ensure specialists provide proactive, ongoing account management and relationship building, serving as trusted customer contacts and coordinating timely follow-through on needs and commitments.
• Establish consistent service standards, playbooks, and operating rhythms for customer onboarding, program adoption, issue escalation, and account reviews across the portfolio.
• Monitor implementation progress, participation, collection activity, service levels, and customer feedback; use available data to identify risks, resolve barriers, and improve program performance.
• Partner with Commercial colleagues, including sales, strategic account teams, and clinical partners, to support a smooth transition from sale to implementation and maintain clear ownership throughout the customer lifecycle.
• Coordinate with internal operations, sustainability, marketing, finance, and external program partners, as appropriate, to resolve operational issues and deliver a reliable customer experience.
• Communicate customer insights, implementation trends, service risks, and opportunities to improve program design and execution to relevant business stakeholders.
• Manage team capacity, priorities, and resources to meet customer commitments and support consistent service delivery across a geographically distributed portfolio.
• Represent the customer and sustainability services perspective in cross-functional planning, while maintaining the distinction between post-sale program management and sales ownership.

Required Qualifications

Bachelor's degree required and at least 5 years or an advanced degree and at least 3 years of relevant customer facing, field service, account management, implementation or commercial experience.

Preferred Qualifications

• Master's degree (MBA, MA, MS) is highly desirable.
• 10+ years of overall work experience.
• Experience leading customer success, field service, implementation, or account management teams.
• Experience supporting medical devices, capital equipment, disposable products, or healthcare services in a field environment.
• Experience implementing customer programs, service workflows, or sustainability / product collection initiatives.
• Experience using customer, operational, or program-performance data to manage service delivery and identify improvement opportunities.
• Recruiting, hiring, coaching, and talent development experience.
• Strong problem-solving, communication, relationship-building, and stakeholder management skills.
• Ability to read, analyze, and interpret documents such as purchase agreements, financial reports, professional journals, technical procedures, or governmental regulations.
• Experience preparing reports, presentations, and business correspondence, and effectively presenting information to customers and internal and external stakeholders.
• Knowledge of the hospital and healthcare environment, globally and/or within specific markets.
• Well-developed organizational, prioritization, and time-management skills.
• High computer proficiency, including Word, Excel, PowerPoint, and Outlook.

For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.