Director of Medical Service & Field Operations

Storz-Medical-America,-Inc.; Kennesaw (GA); Vor Ort; USD 150.000 - 180.000; Vollzeit

Zusammenfassung

STORZ MEDICAL America, Inc. is seeking a Director of Service to lead our Technical Service and Field Service organization.

You will oversee engineers, specialists, field service staff, and administration while building a scalable service operation and delivering an exceptional customer experience. You will blend strong technical credibility with people leadership, process discipline, and data-driven performance management to support growth, new-product launches, and cross-functional execution

Qualifikationen

• Significant progressive leadership experience in Technical Service, Field Service, or related technical environment.
• Strong people-management skills including setting expectations, coaching, performance management and accountability.
• Experience developing and improving operational processes.
• Technical aptitude with complex electromechanical, electronic, software-enabled or medical-device systems.
• Experience using KPIs and data to drive performance improvements.
• Excellent written and verbal communication skills.
• Ability to lead and work with cross-functional teams including Engineering, Quality, Operations and Sales.
• Customer-service orientation with experience managing high-priority escalations.

Aufgaben

• Lead, coach, and develop Technical Service, Field Service, and Administrative teams.
• Establish roles, responsibilities, performance expectations and accountability across the Service organization.
• Develop and improve Service processes for support, troubleshooting, dispatch, maintenance, repairs and documentation.
• Establish and manage Service performance metrics including response time, resolution time, backlog and customer satisfaction.
• Improve workforce planning, territory coverage and utilization of Field Service resources.
• Serve as senior escalation point for major customer and technical issues.
• Build escalation, training, competency-development, and knowledge-sharing processes.
• Partner with Engineering and Quality to identify recurring product issues and support corrective actions.
• Ensure activities comply with procedures, quality-system requirements and medical-device regulations.
• Collaborate with Sales, Operations, Engineering and Quality to improve outcomes.
• Support new-product introductions and Service readiness.
• Scale the Service organization in line with company growth.

Jobbeschreibung

STORZ MEDICAL America, Inc. is seeking a Director of Service to lead our Technical Service and Field Service organization.

You will oversee engineers, specialists, field service staff, and administration while building a scalable service operation and delivering an exceptional customer experience. You will blend strong technical credibility with people leadership, process discipline, and data-driven performance management to support growth, new-product launches, and cross-functional execution