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Optos · 18 hours ago

Director, North America Field Service

Marlborough

Full-time

Onsite

Lead/Staff, Director/Executive

$150K/yr - $190K/yr

5+ years exp

Optos is a company specializing in advanced product lines for the healthcare sector, and they are seeking a Director of North America Field Service Operations. This role is responsible for managing Field Service teams and operations to ensure effective on-site support, while developing workflows and processes to enhance customer service and operational efficiency.

Health CareMedicalWellness

Comp. & Benefits

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 executive management team 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

Qualification

Field Service ManagementHigh-tech Optical EquipmentProject ManagementMicrosoft Office SuiteTeam LeadershipCommunication SkillsTime ManagementOrganizational Skills

Required

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 or equivalent education gained through work experience

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

Preferred

Experience with installation and servicing of capital/technical equipment in a healthcare setting (ophthalmology or optometry industry background preferred)