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

Fresenius Kabi USA, LLC; Warrendale (Allegheny County); 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 operations. This remote role requires a strong leader with extensive experience in service management, customer satisfaction, and operational excellence, offering a competitive salary and benefits package.

Benefits

Comprehensive benefits including medical, dental, and vision

401K with company contribution

Wellness programs

Qualifications

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

Responsibilities

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

Skills

Leadership

Communication

Problem-solving

Interpersonal skills

Decision-making

Multitasking

Education

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

Tools

Microsoft Office

ERP systems like Salesforce

Job description

Job Summary

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 in our medium-term incentive plan. Final pay will depend on experience, education, skills, and abilities. Our benefits are comprehensive, supporting healthy living and personal support.

Responsibilities

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.

Customer Call Center Management

• Oversee the operations of the customer call center, ensuring efficient service delivery.
• Manage complaint intake, escalation, and resolution processes.
• Identify technology gaps and develop plans for acquisition and implementation.
• Implement best practices and reporting to improve performance and customer experience.
• Define and monitor KPIs, driving continuous improvement.

Service Depot Operations

• Manage at least two service depots, ensuring timely, high-quality repairs.
• Develop processes for repair workflows and inventory management.
• Collaborate with engineering and product teams to improve product reliability.
• Identify technology needs and develop implementation plans.
• Monitor KPIs and improve operational efficiency.

Customer Satisfaction

• Build strong relationships with key customers and stakeholders.
• Address escalated issues promptly.
• Analyze customer feedback for service improvements.

Financial Management

• Develop and oversee the service department budget.
• Ensure staffing and technology meet KPIs within budget constraints.
• Analyze financial performance and strategize accordingly.

Additional Responsibilities

As part of Top Management, you will be responsible for health, safety, environment, energy, and quality management systems, including prevention of work-related injuries, environmental protection, and maintaining safe workplaces. This includes establishing policies aligned with organizational strategy.

Requirements

• Bachelor's degree in Business Administration, Engineering, or related field.
• 12+ years in service management, with at least 7 in leadership roles.
• Experience managing call centers, technical support, and hardware repair operations.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making skills.
• FDA compliance experience is a plus.
• Experience working with healthcare customers and clinical environments, especially with medical devices and IV Therapy.
• Ability to multitask and work collaboratively in a dynamic environment.
• Proven ability to build relationships within and outside the organization.
• Advanced skills in Microsoft Office and ERP systems like Salesforce.
• Willingness to travel up to 50%, including overnight stays, with a valid driver’s license.
• Must meet credentialing and compliance requirements to access customer sites, including vaccinations if required.
• Ability to prioritize tasks, maintain confidentiality, and work flexible hours including weekends.

Additional Information

We offer an excellent 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.