Senior Director, Technical Service & Product Complaint Management (IV Therapy)

Fresenius Kabi USA, LLC; Lake Zurich (IL); On-site; USD 215,000 - 235,000; Full time

Job summary

A leading company in healthcare is seeking a Senior Director of Service for IV Therapy. This remote position requires a strong leader with extensive experience in service management and customer satisfaction. The role involves overseeing call center operations, managing service depots, and ensuring high-quality repairs while fostering a customer-centric culture.

Benefits

Comprehensive medical, dental, and vision insurance

401K with company contribution

Wellness programs

Life insurance and disability coverage

Qualifications

• 12+ years in service management, including 7+ years in leadership.
• Experience managing call centers and technical support.
• Healthcare customer experience, especially with medical devices and IV Therapy.

Responsibilities

• Develop and implement strategic plans for service delivery.
• Oversee call center operations and manage complaint processes.
• Manage service depot operations and ensure timely repairs.

Skills

Leadership

Communication

Problem-solving

Decision-making

Customer satisfaction

Education

Bachelor's degree in Business Administration, Engineering, or related field

Tools

Microsoft Office

ERP systems like Salesforce

Job description

The Senior Director of Service, IV Therapy will be responsible for developing and overseeing the strategic direction, management, and performance of the Fresenius Kabi post-implementation customer relationship management, including customer call center and a minimum of two hardware service depots. The service depots combined will complete at least 500 repairs per month and are expected to grow as the business expands. This role requires a strong leader with a proven track record in service management, customer satisfaction, and operational excellence.

This is a remote position. The ideal candidate will live in or near Chicago, IL, Rochester, MN, or Warrendale, PA.

Salary Range: $215,000 - $235,000 per year. The position is eligible for a bonus plan with a target of 22% of the base salary and participation in our medium-term incentive plan. Final pay will depend on experience, education, skills, and abilities. Our benefits are comprehensive and designed to support our colleagues' health and well-being.

Responsibilities

1. Leadership and Strategy
   • Develop and implement strategic plans to enhance service delivery and customer satisfaction
   • Lead, mentor, and develop a high-performing team of service professionals
   • Foster a customer-centric culture within the service organization
2. Customer Call Center Management
   • Oversee call center operations to ensure efficient service
   • Manage complaint intake, escalation, and resolution processes
   • Identify technology gaps and develop plans for technology acquisition and implementation
   • Implement best practices and reporting to improve performance and customer experience
   • Define and monitor KPIs for continuous improvement
3. Service Depot Operations
   • Manage at least two depots for timely, high-quality repairs
   • Develop processes for repair workflows and inventory management
   • Collaborate with engineering to address product issues
   • Identify technology needs and develop implementation plans
   • Monitor KPIs and drive improvements
4. Customer Satisfaction
   • Build and maintain relationships with key customers and stakeholders
   • Address escalated issues promptly
   • Use customer feedback to improve services
5. Financial Management
   • Manage the service department budget
   • Ensure staffing and technology support KPIs within budget
   • Analyze financial performance and strategize accordingly
   • Complete required training and participate in work activities as assigned
6. As part of Top Management, you will also be responsible for health, safety, environment, energy, and quality management systems, including:

• Preventing work-related injuries and ensuring safe workplaces
• Aligning policies with organizational strategies

Requirements

• Bachelor's degree in Business Administration, Engineering, or related field
• 12+ years in service management, including 7+ years in leadership
• Experience managing call centers, technical support, and hardware repairs
• Strong leadership and communication skills
• Problem-solving and decision-making abilities
• FDA compliance experience is a plus
• Healthcare customer experience, especially with medical devices and IV Therapy
• Ability to work collaboratively and multitask in a hands-on environment
• Proficiency with Microsoft Office and ERP systems like Salesforce
• Willingness to travel up to 50%, including overnight stays
• Valid driver's license and compliance with credentialing requirements
• Ability to prioritize in a fast-paced environment and maintain confidentiality
• Flexibility to work hours and weekends as needed

Additional Information

We offer competitive salary and benefits, including medical, dental, vision, life insurance, disability, 401K with company contribution, and wellness programs.

Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will be considered without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or veteran status.