Senior Director, Field Technical Service

About the Role

This leadership role demands steering a broad and geographically varied field technical service team servicing sophisticated diagnostic technologies throughout North America. The position blends strategic vision, operational management, and customer relationship stewardship to elevate service excellence, promote business expansion, and ensure enduring client satisfaction. You'll collaborate closely with commercial, finance, and operations leaders to devise service strategies, boost profitability, and nurture those pivotal healthcare partnerships.

Key Responsibilities

• Lead a nationwide field technical service organization, with oversight of service operations, dispatch, and regional coordination teams.
• Formulate and implement strategic goals aligning customer demands with commercial objectives and sustainable business growth.
• Manage the service business profit and loss, maintaining profitability, resource efficiency, and scalable revenue expansion.
• Devise and execute customer support strategies that improve retention, service quality, and growth opportunities.
• Establish and sustain executive-level relationships with critical customer accounts, driving strategic reviews and service dialogue.
• Collaborate across sales, finance, and operations teams to enhance service delivery and overall customer experience.
• Supervise the coordination center responsible for resolving issues, managing escalations, and ensuring streamlined service execution.
• Participate in corporate strategic planning, continuously advancing service processes, operational output, and organizational competencies.

Qualifications and Requirements

• Bachelor's degree in Engineering, Biomedical Sciences, or related disciplines with 20+ years of experience; or Master's/Doctoral degree with at least 18 years of relevant background.
• Substantial experience directing complex, large-scale field service organizations and multilevel leadership structures.
• Proven expertise in customer support operations, service contracting, field service management, and commercial service strategy execution.
• Strong knowledge of medical diagnostics, life sciences, or healthcare technology sectors.
• Demonstrated accountability for P&L, operational management, and revenue growth within sizeable service organizations.
• Exceptional communication capabilities and adeptness in managing senior-level stakeholder relationships.
• Track record of leading organizational transformations, enhancing operational workflows, and building high-performing teams.
• Experience in medical laboratory or diagnostic environments is highly desirable.

Employee Benefits

• Competitive base salary range between $230,000 and $290,000 annually, contingent on experience and location.
• Eligibility for incentive compensation programs tied to performance outcomes.
• Inclusive medical, dental, and vision insurance plans.
• Generous paid leave policies and company-sponsored wellness initiatives.
• Retirement plans including access to a 401(k) savings program.
• Flexible remote work availability for candidates across the United States.
• Opportunities for professional advancement, visibility to executive leadership, and sustained career progression in a forward-thinking organization.
• Supportive, collaborative workplace culture committed to healthcare innovation and impactful contributions.

Additional Information

This listing is presented on behalf of a third-party partner managing all application and subsequent hiring processes. An AI-assisted candidate matching tool is deployed to objectively review applications and shortlist top candidates for the hiring company to consider. Final interview and hiring decisions rest with the partner company. Candidates should note that personal data will be processed in compliance with data protection regulations, including GDPR. AI technologies may be employed to assist in screening applications but do not substitute for human judgment.