Director of Service

POSITION
:
Director of Service

FULL-TIME/PART-TIME
:
Full Time

LOCATION: Dublin, OH

React Health is a fast-paced, growth-driven manufacturer and distributor of medical equipment, dedicated to supporting patients, caregivers, physicians, and healthcare providers. With a focus on respiratory and sleep health sectors, we offer a comprehensive range of products and services across acute care, non-acute care, and home medical equipment. By integrating manufacturing and distribution, React Health addresses the needs of both undiagnosed individuals and those requiring therapy after diagnosis, particularly within the sleep and respiratory care sectors.

GENERAL SUMMARY
The Director of Service is a highly technical, business-minded leader responsible for overseeing all aspects of post-market product performance, repair operations, and service network management. This role drives end-to-end accountability for the Service P&L, leads a network of internal service technicians and engineers, and manages relationships with independent repair centers (IRCs) to ensure that products in need of service are handled with speed, quality, and regulatory compliance.

The Director partners cross-functionally to identify root causes, drive continuous improvement, and enhance the quality and reliability of all fielded products.

QUALIFICATIONS

• Bachelor's degree required. Degree in engineering, biotech, life sciences, or quality is preferred.
• At least 6 years of experience in Service Management in a manufacturing, preferably medical device, aerospace or highly regulated industry including FDA, CFR and ISO compliance
• Strong working knowledge of FDA Quality System Regulation (21 CFR Part 820), ISO 13485, complaint handling, CAPA, post-market surveillance, risk management, and medical device reporting requirements.
• Demonstrated experience utilizing field performance, complaint, service, and reliability data to drive product quality improvements and regulatory compliance.
• Strong business acumen with demonstrated experience managing budgets, analyzing financial performance, developing business cases, and utilizing operational metrics to drive profitability, efficiency, and strategic decision-making
• Demonstrated experience owning and managing a Service P&L, including revenue forecasting, cost management, margin analysis, and profitability improvement.
• Experience establishing, contracting, and managing independent repair center (IRC) networks, including performance oversight, quality auditing, and compliance management.
• Lean or Six Sigma expert; or ability to demonstrate strong foundation in process improvement fundamentals
• Must have proven ability to lead a diverse team of technicians and engineers.
• Must be able to demonstrate strong organizational and managerial skills.
• Strong computer/technical aptitude.

Preferred Education

• Master's degree in relevant field of science (e.g., bioengineering degree for a bioengineering company) is preferred.

Preferred Experience

• Excellent attention to detail and project management skills.
• Excellent written/oral communication skills required. Must be able to work effectively with diverse groups of people.

Physical Demands

• Requires normal visual acuity and hearing.
• Typically, employees sit comfortably to do their work, interspersed by brief periods of standing, walking, bending, carrying papers and books, and extensive periods requiring the use of computer terminals to accomplish work objectives.
• Required to sit and use their hands and fingers to handle or feel and manipulate keys on a keyboard.
• Additional skills may be required to perform additional task(s) specific to work location, department or line of business.

Working Conditions

• Predominantly operates in an office environment.
• Some work (less than 5%) requires moving and lifting of heavy networking equipment.
• Periodic travel required to visit independent repair centers and field service locations.

DUTIES AND ESSENTIAL FUNCTIONS
Each Employee consistently demonstrates the following essential functions:
Service Operations Leadership

• Serve as the operational owner of post-market product performance monitoring, providing leadership in service trending, field reliability analysis, and continuous improvement initiatives arising from field performance data.
• Own the collection, analysis, and reporting of service records, warranty claims, and customer feedback, ensuring timely identification and escalation of quality, reliability, safety, and regulatory compliance risks.
• Develop, monitor, and report product reliability, service, and warranty performance metrics to support Management Review, executive decision-making, and continuous improvement initiatives.
• Direct Service-related activities in conjunction with Manufacturing, Engineering, Supply Chain, Sales, and any other department or function that affects the quality of the organization's goods or services.

Service P&L Definition and Management

• Define, own, and manage the Service P&L, including all revenue streams (warranty, out-of-warranty, service…