Director of Service
About The Position
We are a growing medical device company seeking an experienced Director of Service to lead our Technical Service and Field Service organization. This role will oversee our Technical Service Engineers, Technical Specialists, Field Service Engineers, and Field Service Administration team. The Director of Service will be responsible for developing a high-performing, scalable service organization that delivers an exceptional customer experience. We are looking for someone who combines strong technical acumen with exceptional people leadership, process management, and operational discipline. While technical credibility is important, success in this role will be driven primarily by the ability to develop people, establish accountability, improve processes, use data to manage performance, and build an organization capable of supporting continued growth.
Requirements
- Bachelor’s degree in Engineering, Biomedical Engineering, Technical Management, Business, Operations, or a related field, or an equivalent combination of education and relevant experience.
- Significant progressive leadership experience in Technical Service, Field Service, Technical Support, Engineering Operations, or a related technical environment.
- Demonstrated experience leading and developing technical and field-based teams.
- Strong people-management skills, including setting expectations, coaching employees, managing performance, developing talent, and building accountability.
- Demonstrated success developing, implementing, and improving operational processes.
- Strong technical aptitude and the ability to understand complex electromechanical, electronic, software-enabled, or medical-device systems.
- Experience using KPIs, operational metrics, and data to manage performance and drive improvement.
- Strong problem-solving, organizational, and decision-making capabilities.
- Excellent written and verbal communication skills.
- Ability to work effectively with technical personnel, customers, executives, and cross-functional stakeholders.
- Strong customer-service orientation with demonstrated ability to manage complex or high-priority escalations.
- Ability to lead effectively in a growing organization where leaders are expected to operate both strategically and hands-on.
Nice To Haves
- Leadership experience within the medical-device, healthcare-technology, life-sciences, or another regulated industry.
- Experience managing both Field Service and Technical Support organizations.
- Experience supporting capital equipment or other complex technical products used in clinical environments.
- Knowledge of medical-device quality systems and Service documentation requirements.
- Experience with CRM, Field Service Management, ERP, or Service ticketing platforms.
- Experience building or scaling a Service organization during a period of company growth.
- Lean, Six Sigma, or other continuous-improvement experience.
- Experience supporting new-product launches and Service-readiness programs.
Responsibilities
- Lead, coach, and develop the Technical Service, Technical Specialist, Field Service Engineering, and Field Service Administration teams.
- Establish clear roles, responsibilities, performance expectations, and accountability across the Service organization.
- Develop and continuously improve Service processes for technical support, troubleshooting, escalation, dispatch, scheduling, preventive maintenance, repairs, documentation, and case closure.
- Establish and manage key Service performance metrics, including response time, resolution time, backlog, first-time fix, repeat visits, field utilization, customer satisfaction, and documentation compliance.
- Improve workforce planning, territory coverage, scheduling, and utilization of Field Service resources.
- Serve as the senior Service escalation point for significant customer and technical issues.
- Build effective technical escalation, training, competency-development, and knowledge-sharing processes.
- Partner closely with Engineering and Quality to identify recurring product issues, improve serviceability, and support corrective actions.
- Ensure Service activities are performed and documented in accordance with company procedures, quality-system requirements, and applicable medical-device regulations.
- Partner with Sales, Operations, Engineering, Quality, and other functions to improve customer outcomes and cross-functional execution.
- Support new-product introductions and ensure appropriate Service readiness.
- Develop the structure, systems, processes, and capabilities required to scale the Service organization as the company grows.
Benefits
- Target annual bonus
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What This Job Offers
Job Type
Full-time
Career Level
Director
