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

Fresenius Kabi USA, LLC; Minneapolis (MN); On-site; USD 215,000 - 235,000; Full time

Job summary

A leading healthcare company is seeking a Senior Director of Service for IV Therapy to oversee customer relationship management and service operations. This remote role requires strong leadership and extensive experience in service management, focusing on customer satisfaction and operational excellence. The ideal candidate will have a proven track record in managing call centers and technical support, with a Bachelor's degree in a relevant field.

Benefits

Comprehensive benefits package

401(k) with company contributions

Wellness programs

Qualifications

• 12+ years in service management, with 7+ years in leadership roles.
• Experience managing call centers and hardware repair operations.
• FDA compliance experience is a plus.

Responsibilities

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

Skills

Leadership

Customer Satisfaction

Operational Excellence

Problem-solving

Communication

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 to participate in a bonus plan with a target of 22% of the base salary and a medium-term incentive plan. Final pay determinations will depend on various factors, including experience, education, knowledge, 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, ensuring efficient service delivery.
   • 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.
   • Monitor KPIs and drive continuous improvement initiatives.
3. Service Depot Operations
   • Oversee management of at least two service depots, ensuring timely and quality repairs.
   • Develop processes for repair workflows and inventory management.
   • Collaborate with engineering to address recurring issues and improve reliability.
   • Identify technology needs and develop implementation plans.
   • Monitor KPIs and drive improvements.
4. Customer Satisfaction
   • Build strong relationships with key customers and stakeholders.
   • Address escalated issues promptly.
   • Gather and analyze customer feedback for service improvements.
5. Financial Management
   • Manage the service department budget effectively.
   • Define staffing and technology initiatives to meet KPIs within budget.
   • Analyze financial performance and strategize accordingly.
   • Complete all required training and participate in work activities as assigned.
6. Health, Safety, Environment, Energy, and Quality
   • Take overall responsibility for all aspects of safety, environment, and quality management systems, ensuring policies align with organizational strategy and promote a safe, healthy workplace.

Requirements

• Bachelor's degree in Business Administration, Engineering, or related field.
• 12+ years in service management, with 7+ years in leadership roles.
• Experience managing call centers, technical support, and hardware repair operations.
• Strong leadership, communication, and interpersonal skills.
• Problem-solving and decision-making abilities.
• FDA compliance experience is a plus.
• Experience working with healthcare customers and clinical environments, especially with medical devices and IV Therapy.
• Ability to work collaboratively and multitask effectively.
• Proficiency in Microsoft Office and ERP systems like Salesforce.
• Willingness to travel up to 50%, including overnight stays, with a valid driver’s license.
• Ability to meet credentialing and compliance requirements for customer site access.
• Ability to prioritize, work under pressure, and maintain confidentiality and integrity.
• Flexibility to work hours and weekends as needed.

Additional Information

We offer a competitive salary and benefits package, including medical, dental, vision, life insurance, disability, 401(k) with company contributions, and wellness programs.

Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. We value diversity and inclusion and encourage all qualified applicants to apply.