Service Practice Director

Parts Source is the leading technology and software platform for managing mission-critical healthcare equipment
. Trusted by over 5,000 US hospitals and 15,000 clinical sites, Parts Source empowers providers and service organizations to maximize clinical availability for patient care and automates the procurement of parts, services and training through a unique digital experience.

Parts Source team members are deeply committed to our mission of Ensuring Healthcare is Always On®, which is foundational to our success and growth. Our vibrant culture is built upon aligned values, shared ownership, mutual respect, and a passion for collaborating to solve complex customer problems.

The Service Practice Director owns how Parts Source brings every customer onto its Services programs. This is a strategic leadership role that designs and operationalizes end-to-end implementation and onboarding across Parts Source's entire Services portfolio, spanning acute, ambulatory, life sciences, and government end markets. You will establish customer onboarding as a defined, differentiating discipline that sets the tone for partnership from day one.

The strategic premise is clear: onboarding is the customer's first real experience of partnering with Parts Source. It shapes whether clinical and operational teams feel supported through change and determines how quickly they recognize the value they were promised. You will design and lead the execution of a repeatable, measurable onboarding experience that earns customer trust, drives adoption, and delivers the clinical outcomes our solutions are meant to enable.

• Define, document, and maintain the end-to-end implementation and onboarding standard for all Services programs, from signed agreement through go live and handoff to ongoing Account Management.
• Design the lifecycle as a repeatable system, codifying each phase with clear entry and exit criteria.
• Create the playbooks, checklists, timelines, and enablement materials that empower any team to run a launch to the same standard.
• Set the customer experience standard and hold every program and end market to it, regardless of complexity or geography.

• Serve as senior owner for high-visibility, multi-site, and enterprise launches, modeling the standard the organization follows.
• Directly lead the Service onboarding delivery team; set delivery standards, maintain accountability for program quality, and coach for consistent outcomes.
• Own capacity planning and resourcing for Service onboarding, ensuring the team can execute the standard across volume growth.
• Instrument and improve: define and track measures that matter and use them to continuously refine the practice.
• Manage the handoff from onboarding into steady-state account management and service delivery, preserving context and momentum.

• Align with commercial and delivery leadership: connect the onboarding standard to the full customer lifecycle by partnering with sales, revenue operations, customer success, service delivery, finance, data, product, and operations.
• Act as a senior, credible point of contact for customer executives during the transition, reinforcing trust from the first interaction.
• Champion continuous improvement by bringing the voice of the onboarding experience back into program design and product development.
• Enable the field through training and coaching so the standard is understood, adopted, and sustained as volume grows.

• Serve as a senior, credible Parts Source voice in clinical stakeholder conversations with biomed directors, HTM leadership, OR and perioperative…