Associate Director Field Services; West

Associate Director Field Services (West)

The Associate Director of Field Service is responsible for leading all field service operations across the West Region, including customer relationships, field service team performance, and operational execution. This role ensures reliable service delivery, strong client partnerships, and optimal performance of Nihon Kohden patient monitoring and ventilator systems throughout the region.

The Associate Director provides leadership and direction to Field Service Engineers and Technical Service Area Managers, driving accountability for service quality, response times, system uptime, and overall customer experience. This position oversees post‑installation support, escalated issue resolution, and operational coordination across multiple healthcare sites.

Serving as the primary regional liaison between customers, Field Services leadership, Sales, and cross‑functional teams, the Associate Director ensures seamless communication, proactive problem resolution, and effective integration of Nihon Kohden systems within hospital environments.

This role remains highly client‑focused while balancing operational and financial performance, supporting quarterly business reviews, driving continuous improvement initiatives, and ensuring the West Region consistently meets service performance and customer satisfaction objectives.

• Serve as the senior service escalation leader for the West Region, providing oversight and resolution for complex customer issues involving patient monitoring and ventilator systems.
• Lead and direct regional field service operations, including resource allocation, dispatch prioritization, and coverage decisions to ensure timely response and optimal customer support.
• Lead and develop the Field Service Engineering team, driving accountability for service quality, response times, system uptime, productivity, and customer satisfaction.
• Proactively manage strategic customer relationships, ensuring consistent service delivery and high levels of client trust and retention.
• Oversee post‑installation support and ongoing operational performance across assigned healthcare sites.
• Develop and execute regional service strategies aligned with business objectives, supporting continuous improvement, operational efficiency, and service growth.
• Partner cross‑functionally with Sales, project teams, and corporate leadership to ensure seamless coordination and successful customer outcomes.
• Provide technical leadership and hands‑on support when required in high‑impact or mission‑critical situations.
• Build organizational capability through coaching, performance management, workforce planning, and succession development.
• Ensure compliance with company policies, regulatory standards, and quality requirements.
• Adhere to all company policies, procedures, and business ethics codes.
• Duties may be modified or assigned at any time based on business need.

Education / Certification / Experience Required

• Bachelor's degree in Engineering, Biomedical Engineering, Information Systems, or related discipline. Equivalent combination of education and experience will be considered.
• Advanced technical certifications such as network or cloud architecture preferred.
• 10+ years of experience in technical service, systems integration, infrastructure, or complex device environments, preferably within healthcare or regulated industries.
• 5+ years of progressive leadership experience managing field service, technical support, or service operations teams.
• Demonstrated success leading customer‑facing technical organizations supporting mission‑critical systems in high‑reliability environments.
• Strong experience troubleshooting complex, networked systems and integrations within hospital or enterprise settings.
• Proven ability to drive customer satisfaction, retention, and service performance outcomes.
• Experience with service operations management, technical project execution, and large‑scale deployments.
• Experience with service revenue accountability, operational KPIs, and performance management strongly preferred.
• Prior experience supporting patient monitoring systems,…