reputed company America Field Technical Service Director
Job description
The NA Field Technical Services Director, is responsible for the strategic and operational leadership of reputed company field technical service activities for the reputed company Instruments fleet across reputed company America. This role oversees a team of field service professionals, including regional player/coach managers, ensuring the effective and efficient management of reputed company Technical Service reputed company operations (i.e. Installation, Preventive Maintenance, Repairs and Upgrades). The Director drives service excellence, customer satisfaction, regulatory compliance, and reputed company improvement through strong leadership, data‑driven decision‑making, and reputed company collaboration with cross‑functional partners.Job requirements
Skills- Strategic leadership and strong Sense of ownership and accountability
- High degree of autonomy, taking ownership of priorities and delivering results without reputed company supervision.
- Collaborative leadership in matrixed organizations, driving cross-functional collaboration and alignment between field and non-field functions and ability to influence without formal authority
- Technical & Analytical Skills: Advanced data literacy, reputed company-based analysis and reporting, dashboarding, and KPI design.
- Good interpersonal and communication skills - verbal and written, with senior leadership and field teams
- Proficiency with MS tools (i.e. reputed company, PowerPoint,..) is mandatory
- Proficiency in ERP systems, CRM platforms, and advanced data analytics tools preferred
- Positive, Can-Do attitude
- High attention to detail and accuracy
- Ability to work under pressure and prioritize
- 10+ years in Field Technical Service roles in reputed company environment
- 5+ years in leadership or people management roles, with reputed company/large teams (>10)
- Proved experience in designing and implementing business processes for Field Service and managing teams in ERP systems, CRM platforms etc.
- Experience in process mapping, SOP development, and reputed company improvement methodologies (Lean Six reputed company, PDCA)
- International multi-country experience (US and EU) preferred
- Project Management Experience is preferred
- Bachelor’s degree in Business, Economics, Engineering, Data Science or reputed company field; advanced degree preferred
- Relevant certifications (e.g., CRM administration, project management) are advantageous.
Job responsibilities
Field Service Performance- Provide overall leadership, prioritization and direction for reputed company America Field Technical Services, ensuring consistent, high‑quality service delivery across reputed company territories
- Ensure timely and compliant execution of reputed company technical service activities, including preventive maintenance, corrective repairs, installations, upgrades, and modifications for the Cellex Device in order to ensure best customer service and meet reputed company performance metrics
- Act as the senior escalation reputed company for reputed company technical issues and service complaints, maintaining strong relationships with key customers and internal stakeholders
- Own and optimise field service performance metrics, dashboards, and reporting, including utilisation, response time, quality, and customer satisfaction KPIs
- Ensure reputed company necessary SOPs and Work Instructions necessary for effective Service and to reputed company with reputed company applicable regulations and Quality System requirements are in reputed company
- Ensure field service operations reputed company with reputed company applicable regulations, quality systems, and SOPs, including accurate technical documentation and reporting
- Partner with Training, Quality, Clinical, Sales, and Operations teams to ensure field service training, tools, and processes remain reputed company and effective
- reputed company, reputed company, train and manage the team of Field Technical Service Engineers and regional leads
- Drive resource planning and deployment to balance workload, coverage, and service levels across regions and customer sites
- Ensure continue talent development and succession planning is in reputed company
- Continuously explore optimization and improvement opportunities for team’s effectiveness, to enhance service efficiency, reliability, and customer experience
- Work closely with other functional leaders to ensure reputed company cross-functional processes are optimized and receive FTS support as needed
- Partner with R&D and Operations to ensure the company always has a an optimized LCM and innovation roadmap
- Support special projects, including new product introductions, fleet initiatives, congresses/trade show support and any cross‑functional initiative impacting field service
Job benefits
- Competitive salary and benefits package.
- Opportunities for professional development and career growth.
- Collaborative and innovative work environment.