Medical Device/Instrumentation company based in Massachusetts,
The Position
The Field Service Director, North America will be responsible for directing and managing all aspects of Field Service teams and operations. The Field Service Director will directly manage and mentor a team of 40 Field Service managers/supervisors and their respective teams to deliver prompt and effective service solutions for the resolution of on-site customer technical needs. The individual will be responsible for directing the Field Service Managers and Field Service Engineers in the solution of technical problems and director their activities toward problem resolution. The Field Service Director will need to identify and champion projects to improve the customer experience.
Primary Responsibilities and Duties: • Develop, communicate, and benchmark plans/opportunities to improve operational efficiency and cost effectiveness. • Develop regional management and field service talent to create career growth and succession plans. • Develop manager's knowledge of business activities, policies, and procedures. • Continually identify opportunities to improve operational efficiency and cost effectiveness through improved systems capability, process improvement, and applied efficiencies. • Support capacity planning efforts amongst direct staff and third-party vendors. • Assist with escalated customer issues/complaints related to service delivery. • Attend to customer complaints or issues and document their resolution in CRM system. • Measure against SLAs and business KPIs while evaluating methods to continually strengthen service delivery and performance. • Communicate regularly with business management team, and other technical staff to gather information regarding new procedures, product updates, and product applications. • Communicate regularly and work thoroughly with Excel and Microsoft applications.
The Candidate
Looking for an experienced and proven Field Service Director capable of delivering strong operational results. The ideal candidate will possess intricate experience with working with Third Party vendors. The successful candidate will have experience with installation and servicing of capital/technical equipment or complex instrumentation.
The ideal candidate will be able to produce high quality work under pressure and within tight timescales. S/he will need excellent project management skills with the ability to handle multiple projects effectively. The successful candidate will possess an ability to work within tight deadlines and be able to manage time effectively. S/he will be a strong team player with a flexible attitude towards work priorities.
Summary of Requirements: • 5+ years of experience in Field Service Senior Management role with a demonstrated record of increasing performance and responsibility. • 5+ years of direct management of high-performance remote service teams. • Bachelors Degree in Engineering. • Highly organized and detail oriented. • Intermediate to advanced proficiency in Microsoft Office Suite. • Excellent written and communication skills, including delivering presentations/training. • Must be able to travel, with overnight travel required.