Service Operations Director

5 days ago


Dayton, Ohio, United States DSJ Global Full time
Service Operations Director Job Description

We are seeking a seasoned Director of Service Operations to lead our technical service training, delivery, installation, and post-sales services across North America. This role will drive initiatives to enhance service operations, contributing directly to improved care experiences through operational excellence.

Key Responsibilities:
  • Develop and implement a comprehensive strategy for technical support, field service delivery, installation, and post-sales services across North America and beyond.
  • Design a post-sales services portfolio that promotes growth in collaboration with sales, marketing, customer engagement, and finance teams.
  • Create a strategy for connected products and services, including technical support and an Automated Response System (ARS).
  • Oversee budgetary aspects for technical service, field training, installation, and post-sales operations.
  • Ensure that service capabilities and team performance focus on enhancing customer experiences throughout their journey.
  • Establish a complaint handling system that yields actionable insights from installation and service data.
  • Ensure compliance with regulatory standards and company policies.
  • Work closely with engineering, quality assurance, manufacturing, and marketing teams to develop a cohesive product and service lifecycle management plan.
Requirements:
  • Bachelor's degree in a relevant field; a minimum of 8 years of management experience in technical support or a related area.
  • Previous experience in the medical device sector is advantageous.


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