Apply on Employer Site

Mirion Technologies · 2 days ago

Director, Global Service & Support Operations

Melbourne, FL

Full-time

Onsite

Director/Executive

10+ years exp

Mirion Technologies is a company focused on global service and support operations. They are seeking a Director to develop and implement strategic visions, lead a high-performing team, and ensure operational excellence while enhancing customer experience.

Medical Device

Responsibilities

Develop and implement a strategic vision for global service and support aligned with corporate goals

Lead, mentor, and develop a high-performing team, fostering a culture of excellence

Provide oversight of deployment functions managed by the Managed Services partner

Enable, certify, and ensure compliance of RTQA global distributor and service partner networks

Create functional strategies and objectives for service operations

Develop budgets, policies, and procedures to support infrastructure and scalability

Leverage data analytics to monitor performance and drive efficiency improvements

Implement and maintain KPIs to assess service effectiveness and predict challenges

Monitor and report service metrics, including customer feedback and product/service trends

Hold regional directors and Managed Services partners accountable for operational execution

Drive process improvement, cost optimization, and operational efficiency

Guide strategic decisions using forecasting and customer health tracking (e.g., NPS)

Implement scalable global support structures to accommodate growth and demand

Lead organizational change initiatives to align service delivery with customer experience goals

Promote training programs to enhance employee experience and customer-centricity

Ensure compliance with regulatory requirements (e.g., ISO 13485:2016)

Build and maintain a high-performance leadership team

Lead hiring, training, retention, and performance management

Develop incentive and retention programs to foster customer loyalty

Collaborate with Managed Services leaders in staff development

Foster diversity, inclusion, and a supportive work environment

Coordinate with supply chain, distributors, and sales teams to improve service delivery

Collaborate with marketing and sales to maximize revenue and customer engagement

Maintain in-depth knowledge of company brands, systems, and processes

Develop procedures for handling customer correspondence and complaints

Monitor and respond to consumer-initiated online feedback and platforms

Schedule internal meetings to address and resolve customer concerns

Qualification

Global technical supportRegulatory complianceProcess improvementSalesforceERP SystemsLeadershipCommunicationProblem-solvingProject managementCustomer-focused mindset