Director of Service

Storz-Medical-America,-Inc.; Kennesaw (GA); Presencial; USD 150 000 - 180 000; Tempo integral

Resumo da oferta

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

Qualificações

• 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.

Responsabilidades

• 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.

Descrição da oferta de emprego

Director of Service - STORZ MEDICAL America, Inc.

Compensation: $150k-$180k base + target annual bonus

Position Overview

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.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Leadership Profile

The successful candidate will be:

• A strong people leader who develops talent, creates accountability, and builds cohesive teams.
• Process-oriented and able to turn informal or inconsistent practices into scalable, repeatable processes.
• Technically credible without needing to personally solve every technical issue.
• Customer-focused while maintaining strong operational and quality discipline.
• Data-driven and comfortable using metrics to identify issues and improve performance.
• Collaborative across Engineering, Quality, Operations, Sales, and other functions.
• Hands‑on when needed while capable of leading strategically and preparing the organization for future growth.

If you have successfully built or improved a technical Service organization and enjoy developing both people and processes, we would like to hear from you.