Director, Service Delivery

Radon Medical, LLC; Ohio; Remote; USD 95,000 - 170,000; Full time

Job summary

Radon Medical, a leading distributor of radiology equipment, seeks a Director of Service Delivery to lead operational excellence and enhance service quality across multiple regions. This pivotal role partners with commercial leadership to drive business growth, while managing a skilled technical team. The ideal candidate will foster strong customer relationships and implement strategic process improvements to ensure exceptional service delivery.

Benefits

401k with company match

Medical benefit package

Company-covered dental insurance

Paid Training

Travel Reimbursement

Option for company provided vehicle or stipend

Paid Time Off and sick days

Life insurance policy

Holidays

Long Term Disability coverage

Qualifications

• Proven experience leading high-performing teams in a service delivery or technical operations environment.
• Strong communication skills for influencing at all levels in an organization.
• Ability to analyze problems and develop solutions effectively.

Responsibilities

• Enhance and execute service delivery strategy across multiple regions.
• Ensure service quality and customer satisfaction.
• Lead and manage performance culture focused on improvement.

Skills

Customer Relationship Management

Team Leadership

Strategic Planning

Problem-solving

Communication Skills

Education

Bachelor’s degree

High school diploma or GED with relevant experience

Job description

Direct message the job poster from Radon Medical Imaging

Human Resources | People Support | Generalist

Job Title: Director, Service Delivery

Location: Remote, preferred locations WV, OH, NC, SC, KY, TN

Reports To: SVP, Service Delivery

Company Overview

Radon Healthcare Holdings is a leading distributor of state-of-the-art radiology equipment and a trusted independent service provider specializing in asset management. Radon delivers exceptional service, innovative solutions, and operational excellence. Backed by private equity and experiencing rapid growth through multiple acquisitions, Radon offers a dynamic environment with abundant opportunities for innovation, scalability, and professional advancement.

Position Summary

The Director, Service Delivery plays a strategic and operational leadership role, responsible for enhancing and executing Radon's service delivery strategy across a multi-regional footprint. Leading a seasoned technical team including Regional Service Managers (RSMs), Field Engineers, and Service Technicians the Director ensures high standards in service quality, customer satisfaction, and operational efficiency.

This role partners closely with the SVP of Service Delivery and commercial leadership to drive business growth, develop internal talent, improve customer retention, and evolve scalable processes that enable consistent, high-quality service. The Director will also act as a key escalation point for critical customer issues, helping to preserve and grow long-term relationships.

Customer Relationship Management

• Serve as a senior point of contact for major clients, ensuring exceptional customer satisfaction.
• Build and sustain strong relationships with customers, understanding their business objectives, infrastructure, and service expectations.
• Actively support customer retention, satisfaction, and contract renewal initiatives in coordination with commercial teams.
• Lead, coach, and mentor Regional Service Managers and technical field teams.
• Drive a performance culture centered on safety, accountability, and continuous improvement.
• Plan and manage team resources for coverage, vacation scheduling, installations, and escalations.

Operational Service Delivery

• Ensure execution of all preventative maintenance, recall, and repair activities with high quality and compliance.
• Oversee on-call processes and emergency service protocols to ensure timely, effective responses.
• Ensure full understanding and execution of customer SLAs (Service Level Agreements) and service commitments.

Commercial Partnership & Growth Enablement

• Partner with commercial teams to identify and support additional revenue opportunities within the install base.
• Track and support contract renewals, ensuring service excellence aligns with commercial goals.
• Lead Quarterly Performance Reviews (QPRs) in collaboration with account teams, including site leads, HSAMs, MSDs, and sales leadership.

Strategic Process Improvement

• Collaborate cross-functionally to develop and optimize service-related business processes.
• Improve market and order visibility, reduce friction points, and support scalable growth.
• Champion lean principles, integrity, and compliance in all aspects of service delivery.

Industry & Technical Insight

• Maintain current knowledge of industry trends, customer environments, and evolving technologies.
• Leverage market insight to guide service delivery strategy and influence customer outcomes.

Qualifications/Technical Requirements

• Bachelor’s degree from an accredited university or college.
• In lieu of a degree, a high school diploma or GED with at least 10 years of relevant experience will be considered.
• Proven experience leading high-performing teams in a field service or technical operations environment.
• Strong oral and written communication skills, with the ability to influence at all organizational levels.
• Demonstrated leadership in managing customer relationships, issue resolution, and team performance.
• Ability to analyze complex problems, develop solutions, and lead successful program or project execution.
• A collaborative and inclusive leadership style that builds trust and fosters team engagement.
• Experience navigating both technical and business challenges to drive results.

Preferred Qualifications:

• Experience in healthcare service delivery, medical device support, or hospital operations.
• Familiarity with imaging or biomedical equipment and associated service environments.
• Background in field sales or customer-facing service roles.

Why work with us?

• Growing company
• 401k with company match
• Medical benefit package
• Company covered dental
• 100% company paid Long Term Disability
• $250,000 Life Insurance policy
• 10 holidays
• PTO and sick days
• Paid Training
• Option of Company provided vehicle or monthly stipend
• Travel Reimbursement

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning and Customer Service

• Industries

  Medical Equipment Manufacturing

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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