Director, North America Field Service Operations

Director, North America Field Service Operations
Marlborough, MA

Hybrid schedule

ROLE SUMMARY
The Field Service Director directs and manages all aspects of Field Service teams and operations to provide effective on-site support and services across Optos’ sophisticated 
product lines in North America.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES

▪ Directly manage and mentor Field Service managers/supervisors and their respective teams to deliver service solutions for the prompt and effective resolution of on-site customer technical needs
▪ Direct the Field Service Managers and Field Service Engineers in the solution of technical problems and direct their activities toward problem resolution. Identify and champion projects to improve the customer experience
▪ Develop and review the work assignments and productivity levels of the Field Service Managers and Field Service Engineers and implement productivity improvement strategies that will result in increasing efficiency and improving overall customer experience.
▪ Continually identifies opportunities to improve operational efficiency and cost effectiveness through improved systems capability, process improvement, and applied efficiencies
▪ Work with Service Operations Manager to maximize Third Party integrations together with Field Service teams
▪ Supports capacity planning efforts amongst direct staff and third party vendors
▪ Assists with escalated customer issues/complaints related to service delivery
▪ Work closely with Training department to increase skillsets and effectiveness of teams
▪ 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.

▪ Collect, assemble and analyze field data in support of strategies and plans and to provide status of field service performance. 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
▪ Communicates 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 

MINIMUM QUALIFICATIONS

• 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
• Experience in the service of high-tech optical-electronic equipment required, with at least two (2) years in medical equipment or capital equipment industry. 
• Intricate experience with working with Third Party vendors
• Experience with installation and servicing of capital/technical equipment in a healthcare setting (ophthalmology or optometry industry background preferred).
• Bachelors degree in Engineering
• Ability to produce high quality work under pressure and within tight timescales
• An ability to work within tight deadlines and manage time effectively
• Strong team player with flexible attitude towards work priorities.
• Excellent project management skills with the ability to handle multiple projects
• Highly organized and detail oriented
• Intermediate to advance proficiency in Microsoft Office Suite
• Excellent written and communication skills including delivering presentations/training.
• Must be able to travel, with overnight travel required
 

SALARY & BENEFITS
At Optos, we offer a highly competitive compensation and benefits package.

•    Participation in the Optos Bonus plan.

EQUAL OPPORTUNITIES EMPLOYER
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, age or protected veteran status.

If you feel you have the necessary skills and experience and want to join a great team, please click on the Apply button!