Director, North America Field Service

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Job Title:
Director, North America Field Service Operations

Location:
Marlborough, MA

The Field Service Director is responsible for directing and managing all aspects of Field Service teams and operations to deliver effective on-site support across Optos’ advanced product lines in North America. This role involves developing workflows, procedures, and processes for installation, troubleshooting, repair, and maintenance to ensure optimal device functionality and maximize customer uptime. The Director coordinates with dispatch teams to balance workloads among Field Service Engineers and third-party providers, while proactively planning coverage, training, and staffing needs.

Additional responsibilities include creating evaluation programs to enhance skillsets and service quality, collaborating with the Training department for repair planning, and implementing field upgrade strategies.

The position also supports executive management in negotiating third-party contracts to optimize costs and performance, oversees managers and supervisors to drive engagement and growth, and partners with Supply Chain and Manufacturing to align on product availability and performance feedback.

Furthermore, the Director develops compensation plans to incentivize performance, generates service reports to monitor capacity and training, and ensures financial planning aligns with budgetary goals, all while fostering cross-functional collaboration to deliver exceptional customer service.

• 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.

• 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…