Position Overview:
We are looking for an experienced and strategic Director of Service Operations to lead our technical service training, delivery, installation, and post-sales services across North America. This role will drive initiatives to enhance service operations, contributing directly to improved care experiences through operational excellence.
The Director of Service Operations will have the following responsibilities:
- Formulate and implement a comprehensive strategy for technical support, field service delivery, installation, and post-sales services across North America and beyond.
- Design a post-sales services portfolio that promotes growth in collaboration with sales, marketing, customer engagement, and finance teams.
- Create a strategy for connected products and services, including technical support and an Automated Response System (ARS).
- Oversee budgetary aspects for technical service, field training, installation, and post-sales operations.
- Ensure that service capabilities and team performance focus on enhancing customer experiences throughout their journey.
- Establish a complaint handling system that yields actionable insights from installation and service data.
- Ensure compliance with regulatory standards and company policies.
- Work closely with engineering, quality assurance, manufacturing, and marketing teams to develop a cohesive product and service lifecycle management plan.
The Director of Service Operations should have the following qualifications:
- Bachelor's degree in a relevant field; a minimum of 8 years of management experience in technical support or a related area.
- Previous experience in the medical device sector is advantageous.
