Director of Service Operations, North America

Overview

Job Summary

The Director of Service Operations is a key leadership role responsible for designing, implementing, and governing the operational backbone of the service organization. This position ensures that service processes, systems, and standards are harmonized across all service areas to deliver consistent, efficient, and compliant support for customers and internal stakeholders.

The scope of responsibility includes oversight of inventory and logistics, calibrated tools administration, and governance frameworks that uphold service quality and regulatory compliance. This role will drive audit readiness initiatives and establish service standards that align with global best practices. Additionally, this role plays a critical part in supporting new product introductions and product life-cycle management, ensuring service readiness and operational integration throughout the product journey.

Financial stewardship is central to the role, encompassing cost avoidance strategies, service pricing models - including service contract pricing - and workload optimization through field area and territory mapping. This role also oversees repair service centers, ensuring operational efficiency and customer satisfaction. By leveraging data-driven insights and continuous improvement methodologies, this leader will optimize resource allocation, enhance service delivery, and contribute to the organization's strategic growth objectives.

Key Accountabilities:

Governance & Compliance

• Maintain audit readiness across all service operations. Establish governance frameworks for business processes that align with industry regulations and internal quality standards

New Product Introduction & Product Life-cycle Management

• Drive service readiness for new product launches, including inventory, tools, and documentation
• Support Product Life-cycle initiatives to ensure the Product Install base is operationally maintained with service integration throughout the product life-cycle.

Financial

• Develop and implement cost avoidance strategies to optimize operational expenses
• Define and manage service pricing models, including service contract pricing.

Field Operational Optimization

• Conduct field area and territory mapping to balance workload and resource allocation.
• Analyze service demand and workforce capacity to improve operational efficiency

Repair Service Centers

• Provide senior leadership and strategic direction to repair service centers to accelerate cost avoidance and financial gain
• Orchestrate a service center customer centric culture to ensure delivery and quality of repairs are best in class always driving continuous improvement initiatives.

Performance & Continuous Improvement

• Provide operational insights through analysis to establish KPIs and monitor service performance metrics
• Drive process improvement initiatives using data-driven insights and best practices

Process
- Systems
- Technology

• Develop and implement scalable customer centric processes, systems, applications and tools ti improve cross-collaboration, service delivery, reduce turnaround times, and enhance customer satisfaction
• Prepare and lead the Service & Support organization on all initiatives for the implementation and on-going support of

Other

• Develops strategic goals and objectives that are in alignment with customer requirements and organizational growth
• Determine requirements and provide management oversight for external vendors and Third Party Service providers
• Performs other duties and responsibilities as assigned

Network/Key Relationship

• Commercial Operations
• Executive Leadership team
• Client Services
• Finance
• Quality Assurance and Regulatory Affairs
• Operations
• Information Technology
• Legal
• Compliance

Minimum Knowledge & Experience for the position

• Bachelor's degree in Engineering, Life Sciences, Business, or related field, or equivalent experience; MBA or advanced degree preferred
• Minimum of 10 years of Leadership experience
• Minimum of 10 years of experience in service service operations, preferably in medical diagnostics, medical devices, or healthcare technology
• Minimum of 5 years as a senior manager with both direct and indirect reports, is preferred.
• Proven leadership experience managing multi-disciplinary service teams.
• Strong understanding of service logistics, field service operations, and customer support systems.
• Demonstrated ability to influence executive leadership and drive strategic decision-making
• Experience with regulatory compliance in healthcare (e.g., FDA, ISO 13485).
• Strong understanding of service inventory & logistics, field service operations, and customer support systems.

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities

• Strategic thinker with a strong business acumen and ability to translate strategy into execution
• Exceptional leadership and stakeholder management skills, with the ability to engage, influence, and align cross-functional teams…