Director, Clinical Applications & Field Service Operations – Contrast Media Delivery Solutions (PDx)
About The Position
The Director, Clinical Applications & Field Service Operations provides strategic leadership and operational oversight for U.S. & Canada teams responsible for system installation, service, and clinical training. This role is accountable for maximizing system performance and uptime, delivering high-quality clinical education, and ensuring an exceptional customer experience. The Director leads a cross-functional organization across clinical applications and field service engineering, driving performance, standardization, and continuous improvement across hardware, software, and service delivery. The role ensures full alignment with regulatory and quality standards (FDA, ISO 13485, HIPAA) while partnering closely with Commercial, Service, and vendor stakeholders to support growth and operational excellence.
Requirements
- 5–8+ years of experience in field service, clinical applications, or related operations
- Minimum 3 years of leadership experience managing technical or clinical teams
- Demonstrated ability to lead teams, drive performance, and manage complex operations
- Strong problem-solving, communication, and stakeholder management skills
- Experience working in regulated environments (FDA, ISO, HIPAA)
- Proficiency in Microsoft Office
- Ability to travel up to 30%
Nice To Haves
- Bachelor’s degree in a clinical, technical, or business discipline
- Experience in medical device, imaging, or healthcare technology environments
- Prior hands-on experience in clinical applications or field engineering
- Strong presentation skills and ability to translate complex technical concepts for diverse audiences
- Experience supporting solution-based sales models and commercial initiatives
- Proven ability to manage multiple priorities in a dynamic environment
- Clinical experience in hospital or academic medical center settings
Responsibilities
- Lead, coach, and develop a high-performing team of Clinical Application Specialists and Field Service Engineers across USCAN
- Build organizational capability through hiring, training, and performance management
- Foster a culture of accountability, continuous improvement, and customer focus
- Conduct regular field engagement (ride-alongs) to assess performance and strengthen capabilities
- Oversee day-to-day field service operations, ensuring execution of service agreements, installations, and warranty commitments
- Drive service reliability and system uptime, including escalation management for complex technical issues
- Optimize resource planning, productivity, and service delivery models
- Ensure delivery of best-in-class clinical training to drive adoption, workflow efficiency, and customer satisfaction
- Partner with key customer stakeholders to understand needs, resolve issues, and strengthen long-term relationships
- Oversee implementation and optimization of clinical systems to support improved patient care and operational outcomes
- Serve as senior escalation point for advanced hardware, software, and connectivity issues
- Standardize service protocols, tools, and parts management in partnership with vendor organizations
- Drive integration across clinical applications and field service to deliver seamless customer experiences
- Ensure adherence to GE HealthCare Quality Management System and all regulatory requirements
- Lead process standardization and continuous improvement initiatives across workflows and documentation
- Monitor and improve key performance metrics (e.g., system uptime, installation timeliness, customer satisfaction)
Benefits
- medical
- dental
- vision
- paid time off
- a 401(k) plan with employee and company contribution opportunities
- life, disability, and accident insurance
- tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
