Director Field Service US

Intuitive•Los Angeles, CA

About The Position

Primary Function of Position: This key leadership role will lead a team of Field Service Managers, be responsible for developing Field Service strategies and efficiencies to meet customer needs and drive design for operational excellence. Their leadership presence will be felt daily by the team and in the business organization, reinforcing positive behaviors and actions. The Director will be actively engaged in the day-to-day running of the business, proactively finding opportunities to have a positive impact on the team and our customers ensuring service activities are performed and implemented per our service agreements and warranty obligations.

Requirements

4-year degree in Electronics, Biomedical Engineering, Business Management, or directly relatable field preferred
Minimum 7 years field experience working as a field service representative with 5 years as a manager/supervisor in the medical or related service industry
Proven track record of aligning resources to accomplish key objectives, establishing accountability by clearly conveying objectives, deadlines, and expectations
Excellent written and verbal communication skills with the ability to represent the function to internal/external key leaders/stakeholders
Proficient knowledge with computers and standard software applications
Consistently makes decisions aligned to a sustainable commitment to legal and regulatory compliance
Proven ability to diagnose tension points and opportunities, objectively engage with various stakeholders in collaborative and productive conflict, and find resolution
In-depth understanding of the business that goes beyond his/her own direct area of management; seeks to understand both the products/services and the financial aspects of the business, and translates that understanding into context for the employee base
Highly ethical, highly energetic character, with an ability to positively engage and collaborate with multiple levels of the organization and other departments
Willing to travel up to 50%

Responsibilities

Develop and implement processes to drive efficiencies and create a scalable business unit to support a $250M+ service business.
Attract, retain, and motivate a high-performance organization capable of driving excellence in the delivery of Customer Service and Support
Using Best-In-class service models, develop and deploy comprehensive plans to drive service delivery, achieve service commitments, maximize customer satisfaction, and minimize operational costs
Collaborate with internal cross functional groups and regional sales teams throughout the US to achieve World Class customer satisfaction and service levels
Acts as an inspirational leader, coach, and manager to a regional Field Service organization by actively developing and growing his/her people
Ensure Service Contract Obligations and commitments are met and adhered to (Preventive Maintenance, Service, Upgrades, etc.)
Drive timely resolutions of field service issues and closure of Customer Care Accounts
Proven ability to lead with a One Team mindset, consistently seeking to create continuity and cohesion across teams and breaking down divisions
Monitors staffing requirements, strategically plans where resources will be required in the future to maintain service excellence while balancing operational costs
Possess a sense of urgency in addressing service issues, and takes initiative in providing proactive & frequent communication to the customer/team around issue dynamics, even when a solution is not yet clear
Proven ability to work across multiple divisions/departments and navigate across multiple competing priorities