Job Summary:
Operational Leadership & Execution
- Oversee day-to-day service operations including dispatch management, parts logistics, warranty claims, and preventive maintenance planning.
- Ensure accurate and timely processing of service requests, installations, de-installations, and reverse logistics.
- Maintain data integrity across systems (e.g., Support Central, Legacy platforms) for install base and service records.
- Drive productivity and cost-efficiency through process optimization and LEAN implementation.
Team & Process Management
- Lead and develop service operations teams, including technicians and support staff.
- Establish and monitor team goals aligned with Safety, Quality, Delivery, Cost, and People (SQDCP) metrics.
- Develop training plans to enhance workforce capability and ensure audit readiness.
- Collaborate with field engineers, commercial teams, and cross-functional stakeholders to resolve technical and process-related issues.
Customer & Field Support
- Act as a key interface between field teams and logistics partners to ensure timely parts delivery and service execution.
- Manage call center operations including service request intake, dispatch coordination, and escalation handling.
- Support warranty and contractual commitments through accurate entitlement verification and claims processing.
Compliance & Continuous Improvement
- Ensure adherence to Environmental, Health & Safety (EHS) standards and regulatory requirements.
- Identify and implement best practices to improve service quality and operational efficiency.
- Lead or support continuous improvement initiatives and change management efforts.
Qualifications:
- Bachelor’s degree with 3+ years of experience in service operations, supply chain, or production leadership; or High School diploma/GED with 15+ years of relevant experience.
- Proven leadership experience with the ability to manage teams and drive results.
- Strong analytical, planning, and decision-making skills.
- Proficiency in service systems and tools, with the ability to adapt to evolving technologies and processes.
Desired Characteristics:
- MBA or Master’s degree preferred.
- Experience in medical device service or manufacturing operations.
- Six Sigma Green Belt certification or equivalent process improvement experience.
- Strong interpersonal and communication skills across all organizational levels.
- Demonstrated ability to lead in a matrixed environment and manage ambiguity.
- Project management experience and a proactive approach to problem-solving.