Service Delivery Director

What You Can Expect

Lead post-510(k) engineering support and product life cycle management for released robotic systems across clinical applications, including service operations, complaint handling, and sustaining engineering activities.

This position is onsite in Austin, Texas.

• Own service and fleet management activities for installed robotic systems, including leadership of Field Service Engineering teams to support system uptime, field performance, and customer issues.
• Lead complaint handling activities, including investigation, prioritization, and closure of product complaints while partnering with Quality on CAPA activities and regulatory requirements.
• Drive sustaining engineering efforts resulting from field issues and complaint trends, translating post-market feedback into product improvements and corrective actions.
• Lead root-cause investigations and coordinate cross-functional teams to resolve hardware, software, and system-level issues identified through field use.
• Establish processes for identifying recurring field issues, prioritizing actions, and implementing design or process improvements.
• Oversee development and maintenance of service manuals, troubleshooting guides, work instructions, and field service procedures to support effective system maintenance and repair.
• Manage service bill of materials and spare parts structures to support field repairs, maintenance activities, change management, and long-term product support.
• Partner with Quality, Regulatory, Manufacturing, and Product Development teams to ensure post-market learnings are incorporated into ongoing product improvements.
• Develop and track metrics around fleet performance, complaint trends, service responsiveness, and product reliability.

• Driven and highly motivated individual who wants to shape the future of healthcare; takes initiative to identify challenges and propose solutions.
• Demonstrated ability to lead and inspire teams.
• Demonstrated ability to lead through influence to drive engagement and focus on critical priorities with cross-functional teams.
• Broad knowledge of field service practices and principles.
• Broad knowledge and practical experience in project management, personnel development and leadership.
• Fundamental knowledge of financial management principles.
• Superior communication and presentation skills – both written and oral.
• Outstanding interpersonal and organizational skills.

• Minimum Requirements: Bachelor's Degree and 8 years of relevant experience, or Associate's Degree and 10 years of relevant experience, or High School Diploma or Equivalent and 12 years of relevant experience
• Prior experience in medical device and orthopedic robotics strongly preferred
• Prior experience leading technical programs, projects a plus
• Demonstrated ability to train, mentor, and lead a diverse team on high skilled individuals
• Advanced degree preferred

Up to 20%

EOE