Director, Global Technical Service
Profound Medical•Mississauga, ON
•$153,000 - $175,000
About The Position
The Director, Global Service is responsible for establishing and leading the global service infrastructure to support product installations, technical support, and lifecycle service operations. This role develops the service framework, documentation, and processes required to support operations across North America, Europe, and Asia. The Director ensures that internal and external customer expectations are met through the consistent delivery of high-quality service. The role focuses on building scalable service processes, improving service reliability, tracking operational performance, and ensuring service delivery is timely, efficient, and aligned with business objectives. The position also contributes to service strategy, operational performance, and organic growth through strong cross-functional collaboration.
Requirements
- Bachelor’s degree in engineering, business, or a related discipline required.
- 7+ years of experience in field service or technical service operations within medical device, medical imaging, or complex capital equipment industries.
- Demonstrated experience managing field service teams and third-party service providers.
- Strong understanding of electronics, mechatronic systems, and related software/firmware environments.
- Proven ability to develop service processes, manage operational metrics, and drive service performance improvements.
- Strong leadership and stakeholder management skills with the ability to coordinate across technical, clinical, and commercial teams.
- Strong troubleshooting and problem-solving capabilities.
- Ability to manage multiple priorities in a fast-paced environment while maintaining high service standards.
- Results-oriented with a strong focus on customer satisfaction and operational excellence.
- Ability to travel up to 50%.
Nice To Haves
- Experience in service operations of medical imaging systems, specifically MRI, is an asset.
Responsibilities
- Establish and develop the global technical service infrastructure supporting installation, troubleshooting, and lifecycle service of complex medical systems.
- Define and implement global service strategies that ensure consistent technical support and system reliability across all markets.
- Develop scalable service processes to support a growing installed base while maintaining high system uptime and service quality.
- Develop standardized service procedures, documentation, and troubleshooting protocols to support field service engineers and service partners globally.
- Provide technical leadership and support to the Field Service Engineering team and third-party service providers supporting TACT and commercial customer sites.
- Oversee deployment and scheduling of field service engineers for system installations, upgrades, preventive maintenance, and troubleshooting.
- Lead service planning and scheduling activities, including weekly meetings to coordinate installations and support activities.
- Ensure service teams have the tools, training, and documentation required to effectively support complex electromechanical systems.
- Identify and address service reliability issues, implementing corrective actions through NCR or CAPA processes when required.
- Monitor and analyze service performance metrics and operational KPIs, taking corrective action where performance falls outside defined thresholds.
- Execute preventative maintenance strategies to improve product reliability and reduce operational costs.
- Manage and develop relationships with external service providers supporting regional service delivery.
- Establish service performance metrics and training programs for external service partners.
- Ensure consistent service quality across internal and third-party service teams.
- Partner with clinical, engineering, and commercial teams to support installations, service agreements, and customer support activities.
- Provide input during product development to ensure product designs support serviceability, testing, and field support requirements.
- Work closely with technical and clinical teams to resolve customer issues and ensure appropriate service resources are deployed.
- Travel as needed to support complex technical issues, training initiatives, and system upgrades.
- Serve as a subject matter expert for all company products and service procedures.
- Escalate complex technical issues to engineering teams as required.
Benefits
- This role may also be eligible for participation in the company’s benefits programs, such as a group RRSP and medical benefits paid by the employer.
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What This Job Offers
Job Type
Full-time
Career Level
Director
