Head of Technical Service & Field Operations

STORZ MEDICAL America, Inc.; Kennesaw (GA); On-site; USD 150,000 - 180,000; Full time

Job summary

STORZ MEDICAL America, Inc. in Kennesaw, GA, seeks a Director of Service to lead our Technical Service and Field Service organization.

You will oversee Technical Service Engineers, Field Service Engineers, and related teams while focusing on delivering an exceptional customer experience and scalable service delivery. The role requires strong leadership, process discipline, and data-driven decision making to improve response and resolution times, manage backlog, and drive continuous improvement

Qualifications

• Bachelor's degree in Engineering, Biomedical Engineering, Technical Management, Business, Operations, or related field.
• Significant progressive leadership experience in Technical Service, Field Service, or related technical environment.
• Experience leading and developing technical and field-based teams.
• Strong people-management skills and accountability building.
• Experience with operational processes improvement.
• Strong technical aptitude for electromechanical/systems.
• Experience using KPIs and data to manage performance.
• Excellent written and verbal communication skills.

Responsibilities

• Lead, coach, and develop 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 improve Service processes for support, troubleshooting, escalation, dispatch, scheduling, preventive maintenance, repairs, and documentation.
• Manage Service performance metrics: response time, resolution time, backlog, first-time fix, customer satisfaction, and documentation compliance.
• Improve workforce planning, territory coverage, scheduling, and utilization of Field Service resources.
• Serve as senior Service escalation point for significant customer/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 Service activities are documented per procedures and medical-device regulations.
• Collaborate with Sales, Operations, Engineering, Quality to improve outcomes.

Skills

Leadership

People management

Service leadership

Operational discipline

Data-driven

Customer focus

Cross-functional

Education

Bachelor's degree in Engineering or related field

Tools

CRM

FSM software

Job description

STORZ MEDICAL America, Inc. in Kennesaw, GA, seeks a Director of Service to lead our Technical Service and Field Service organization.

You will oversee Technical Service Engineers, Field Service Engineers, and related teams while focusing on delivering an exceptional customer experience and scalable service delivery. The role requires strong leadership, process discipline, and data-driven decision making to improve response and resolution times, manage backlog, and drive continuous improvement