Director, Global Technical Services

Resmed; Lithia Springs (GA); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Comprehensive medical, vision, dental, and life insurance

401(k)

Flexible Spending Account (FSA)

Employee Stock Purchase Plan (ESPP)

Tuition assistance

Flexible Time Off (FTO)

Short-term and long-term disability insurance

Job summary

Resmed is seeking a Global TSV Director to lead global technical service departments, with a focus on strategy and performance management. This hybrid role is based in Lithia Springs, Georgia, and includes international travel.

The ideal candidate holds a technical degree, boasts over 6 years of experience, and has strong leadership skills. They should also be familiar with regulatory compliance in the medical devices industry. The position offers a competitive benefits package including comprehensive health insurance, flexible time off, and more.

Qualifications

• More than 6 years of relevant professional experience.
• Knowledge in work safety and Service Centres management.
• Familiarity with Medical Device Single Audit Program (MDSAP) and ISO 13485.

Responsibilities

• Manage organization and management of technical service departments globally.
• Develop KPIs and measuring instruments to improve efficiency.
• Conduct regular employee performance discussions.

Skills

Leadership

Stakeholder Management

Business Fluent English

IT Skills

Education

Bachelor or master's degree in a technical discipline

Tools

Microsoft Office

Document Management Systems

ERP systems

Confluence

JIRA

Job description

Global TSV Director

We are looking for our future Global TSV Director to join our Global Supply Chain and Manufacturing teams.

The role is offered as a hybrid position at our Atlanta, GA site, with international travel requirements.

What You'll Do

Strategy, Operations and Performance

• Organization and management of the technical service departments globally.
• Participate in the development of a global strategy for TSV.
• Develop KPIs and measuring instruments to continuously improve and ensure high efficiency and profitability.
• Understand customer expectations to develop attractive services that bring value to the business and create a competitive advantage.
• Oversee the management of all aspects of the technical service and relevant key performance indicators and take appropriate actions.
• Adapt organization structures to changing requirements, based on changing market conditions – manage change management projects.
• Continuous standardization, adaptation and improvement of processes globally.
• Planning, budgeting and allocating resources for individual services.
• Transformation and implementation of business goals.
• Full expense budget responsibility for the Technical Service sites and services.

Leadership & Stakeholder Management

• Manage team of country technical service managers in EU and in the US.
• Manage Authorized Service Centres (ASC).
• Identify and hire or develop top talents; leverage talent development skills to create a performance-oriented highly engaged workforce.
• Conduct regular employee performance discussions.
• Conduct annual salary review.
• Responsibility for the observance of ResMed's ethical principles.
• Member of the Commercial Operations Leadership Team.
• Implement relevant regulatory requirements and quality objectives defined by the company.
• Coach, motivate, and provide direction and feedback to the team.
• Nurture a positive work environment, and ensure the team is fully supported with company directives, product changes, and open service issues.
• Build and foster key relationships with the Commercial team and the Product Management team (Software Development, Product Development, Engineers, and QA) to ensure issues are communicated on a real-time basis.
• Implement Global Operation Strategy in the different Technical Service teams.
• Work with other Ops teams for best practices sharing.
• Other tasks and responsibilities as assigned.

Who You Are

• Bachelor or master's degree in a technical discipline.
• More than 6 years of relevant professional experience.
• Knowledge in work safety and Service Centres management.
• Business fluent English skills.
• IT skills in Microsoft Office, Document Management Systems, ERP systems, Confluence, JIRA.
• Familiarity with Medical Device Single Audit Program (MDSAP) and ISO 13485.

Preferred

• Experience managing remote employees.
• Experience in coaching and training.
• Commercial experience.
• Profound knowledge in medical devices industry and market.
• Knowledge in medical technology and medical product law.
• Another European language skills.

Benefits

Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package:

• Comprehensive medical, vision, dental, and life insurance.
• Accidental Death & Dismemberment (AD&D).
• Short-term and long-term disability insurance.
• Sleep care management.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Commuter benefits.
• 401(k).
• Employee Stock Purchase Plan (ESPP).
• Employee Assistance Program (EAP).
• Tuition assistance.

Employees have Flexible Time Off (FTO), receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.