Director of Service Operations

8 hours ago

Jersey City, New Jersey, United States ForTec Medical Full time
Job Title: Director of Service Operations

ForTec Medical is seeking a highly skilled and experienced Director of Service Operations to lead our field service operations team. As a key member of our leadership team, you will be responsible for shaping our service policies, optimizing service delivery, and driving initiatives that enhance value for our internal and external customers.

Key Responsibilities:
  • Lead and develop Service Operations teams to ensure exceptional customer service and operational efficiency.
  • Drive daily Service Team operations to achieve service objectives and enhance customer experiences.
  • Develop and deploy a strategic Service Operations plan aligned with company goals to enhance service delivery and maximize equipment uptime and reliability.
  • Identify and implement an organization-wide strategic Service plan that aligns with company goals and develop a KPI reporting process to identify areas or locations that need improvement.
  • Establish and achieve service revenue and expense targets that are in line with ForTec's overall growth strategy.
  • Drive continuous improvement initiatives and identify opportunities for efficiency gains, cost reduction, and enhanced service quality.
  • Develop and maintain a fleet replacement strategy based on specific utilization, life cycle costs, maintenance history, and field performance.
  • Manage vendor relationships, ensuring high-quality service and compliance with agreements.
  • Conduct team meetings to communicate objectives, provide feedback, and track performance.
  • Report regularly to senior management on key performance metrics and areas for improvement.
Requirements:
  • Bachelor's degree in a technical field or Business degree with substantial technical experience.
  • Minimum 5 years' experience leading field service operations.
  • Previous leadership experience developing a successful team in a highly collaborative environment.
  • Demonstrated success in leading staff and teams, developing and executing plans to achieve common goals, creating a positive and productive work environment, and coaching and developing staff.
  • Ability to analyze complex problems, identify solutions, and provide decision-making leadership to effectively influence others.
  • Strong collaboration skills with proven ability to drive results through others.
  • Strong interpersonal, verbal, and written communication skills.
  • Strong knowledge of Microsoft office applications required.
  • Proficient in process improvement methodologies (lean, six sigma, TQM, PDCA).
  • Ability to travel based on business needs – up to 25%.
What We Offer:
  • Competitive compensation package.
  • 401(k) plan with generous company match; Annual Profit-Sharing opportunity.
  • Medical, dental, vision, disability, and life insurance plan options.
  • Free Teladoc Health Account.
  • Generous Paid Time Off (PTO).
  • Company Paid Holidays.
  • Health and Wellness Rewards Program.
  • Employee Referral Bonuses.
  • Service Milestone Awards.

ForTec Medical is an equal opportunity employer. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, citizenship, ethnicity, national origin, age, disability, pregnancy, genetic information, sexual orientation, status as a member of the United States armed forces, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.

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