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

Fresenius Kabi USA, LLC; United States; 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 to oversee customer relationship management and service depot operations. This remote role requires a strong leader with extensive experience in service management and customer satisfaction. The ideal candidate will develop strategic plans, manage call center operations, and ensure high-quality service delivery while leading a high-performing team.

Benefits

Comprehensive benefits package

401K with company contribution

Wellness programs

Qualifications

• 12+ years in service management, including 7+ years in leadership roles.
• Experience managing call centers, technical support, and hardware repair operations.
• Ability to travel up to 50%.

Responsibilities

• Develop and implement strategic plans to enhance service delivery and customer satisfaction.
• Oversee call center operations to ensure efficient service delivery.
• Manage at least two service depots, ensuring timely, high-quality repairs.

Skills

Leadership

Customer Satisfaction

Problem-solving

Communication

Interpersonal Skills

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 a medium-term incentive plan. Final pay will depend on experience, education, knowledge, skills, and abilities. Our benefits are comprehensive, supporting 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 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.
   • Define and monitor KPIs, driving continuous improvement initiatives.
3. Service Depot Operations
   • Manage at least two service depots, ensuring timely, high-quality repairs.
   • Develop processes for efficient workflows and inventory management.
   • Collaborate with engineering and product teams to improve product reliability.
   • Identify technology needs and develop plans for upgrades and implementations.
   • Define and monitor KPIs, driving continuous improvement.
4. Customer Satisfaction
   • Build and maintain relationships with key customers and stakeholders.
   • Address escalated issues promptly.
   • Gather and analyze customer feedback for service improvements.
5. Financial Management
   • Develop and oversee the service department budget.
   • Manage staffing and technology initiatives to meet KPIs within budget.
   • Analyze financial performance and implement strategies to meet targets.
   • 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 ensuring safe workplaces and compliance with policies.

Requirements

• Bachelor's degree in Business Administration, Engineering, or related field.
• 12+ years in service management, including 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 skills.
• Experience with healthcare customers and medical devices, IV Therapy preferred.
• Ability to travel up to 50%, with a valid driver's license.
• Compliance with credentialing requirements for customer site access.
• Ability to prioritize tasks in a dynamic environment and maintain confidentiality.
• Proficiency with Microsoft Office and ERP systems like Salesforce.
• Willingness to work flexible hours and weekends as needed.

Additional Information

We offer a competitive salary and benefits package, 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 receive consideration without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or veteran status.