Service Operations Director

Job Title Service Operations Director

Job Description Help build a best-in-class service organization that enables growth, innovation, and customer success. In this strategic leadership role, you will develop scalable service operations, ensure readiness for breakthrough medical technologies, and lead field service and repair teams to deliver exceptional customer experiences. Your leadership will be key to advancing service excellence, operational efficiency, and long-term business success in a highly regulated healthcare environment.

Your role :

Lead service operations for a global interventional cardiology and vascular device portfolio, owning field performance, delivery execution, and operational governance across a geographically distributed team of field service engineers, product support specialists, and service coordinators. You will set the operating rhythm for corrective, preventive, and installation service across North America while partnering with international service leaders to align standards globally.

Own the service training and technical education function end to end, including training program management, instructor-led and digital course delivery, field certification programs, and training center operations across three continental sites. You will ensure engineers maintain verified competency on legacy, newly acquired, and next-generation product lines in a regulated medical device environment where patient safety depends on technician proficiency.

Drive measurable improvement in service performance using indicators such as time to system restoration, first-visit resolution, installation quality, contract capture, and preventive maintenance completion. You will lead root-cause analysis on systemic delivery issues, design operational improvements with engineering and supply chain partners, and translate field data into changes that improve customer uptime and reduce repeat service events.

Manage service quality and compliance activities including complaint escalation, field execution of corrective actions and compliance tracking, product lifecycle support for systems approaching end of service, and regulatory documentation across all served markets. You will work directly with quality, regulatory, and product engineering teams to ensure service processes satisfy medical device requirements while maintaining the speed and responsiveness customers expect.

Serve as the operational bridge between field teams, manufacturing sites, parts supply organizations, commercial teams, and enterprise service technology platforms during product portfolio expansion and acquisition integrations. You will build the service delivery infrastructure required to scale support for a growing, multi-technology portfolio, ensuring every new product entering the service organization has a fully staffed and validated operational capability from day one.

You're the right fit if:

You've successfully led field service, depot/repair operations, technical support, customer support, or service operations teams, and have experience building or transforming service organizations. You know how to establish scalable operating models, processes, training programs, and performance management systems.

You're a strong people leader with experience hiring, coaching, developing talent, and building high-performing teams. You have a track record of driving organizational growth and fostering a culture of accountability and continuous improvement.

You have substantial experience in service operations leadership and bring strong business acumen to managing operational performance. You use metrics to improve productivity, control costs, enhance quality, and increase customer satisfaction.

You're comfortable working in…