Field Service Director - Direct Hire

Field Service Director

Full‑time | Salary Range: $130,000-$175,000 annually

Position Overview

A growing medical‑technology manufacturer is seeking a seasoned, strategic, and customer‑centric Field Service Director to lead its nationwide service organization. This leader will oversee all aspects of field operations for a portfolio of patient‑handling equipment, ensuring exceptional service delivery, operational efficiency, regulatory compliance, and strong customer relationships. The role is responsible for technician leadership, installation and maintenance programs, service quality, and the development of scalable processes that support organizational growth.

RESPONSIBILITIES

Leadership & Strategy

• Field service leadership — Direct and mentor a distributed team of field service professionals.
• Service strategy development — Build and execute a long‑term service roadmap aligned with company objectives for scalability, customer satisfaction, and profitability.
• Performance metrics — Establish and manage KPIs such as response time, first‑time fix rate, and cost efficiency.
• Cross‑functional collaboration — Partner with Sales, Product, and Engineering teams to support new product introductions and develop service documentation.

Operations Management

• Service execution — Ensure timely, high‑quality installation, maintenance, and repair activities.
• Resource optimization — Oversee technician scheduling, dispatch, and workload balancing.
• Systems oversight — Administer field service tools and workflows within platforms such as NetSuite or similar.
• Continuous improvement — Lead Lean/Six Sigma initiatives to enhance efficiency and reduce service variability.

Compliance & Quality

• Regulatory adherence — Ensure service operations meet FDA 21 CFR 820, ISO 13485, and other medical‑device regulatory requirements.
• Documentation accuracy — Maintain complete and compliant service records; support regulatory audits.
• Quality partnership — Work with Quality and Regulatory teams on CAPAs, recalls, and incident investigations.

Customer Experience & Commercial Support

• Customer‑first culture — Drive a service mindset that prioritizes responsiveness and satisfaction.
• Service contract growth — Support renewals, upsell opportunities, and long‑term service agreements.
• Key account engagement — Build relationships with major customers and clinical stakeholders.

EDUCATION & REQUIRED SKILLS

• Bachelor’s degree in Engineering, Biomedical Engineering, or a related discipline.
• 10+ years of medical‑device field service experience, including 5+ years in a leadership role.
• Demonstrated success managing multi‑regional or national service teams, including third‑party service partners.
• Strong understanding of service logistics, troubleshooting, and medical‑device regulatory requirements.
• Excellent communication, organizational, and analytical skills.
• Experience scaling service operations in fast‑growing environments.
• Background working with capital equipment and long‑term service agreements.

PREFERRED QUALIFICATIONS

• Certifications such as Lean/Six Sigma, PMP, or equivalent.

WORK ENVIRONMENT & TRAVEL

• Hybrid or office‑based role with regular field engagement.
• Travel up to 25%.

Benefits

• 401(k) with company match
• Health, dental, and vision insurance
• Flexible spending account
• Life insurance
• Paid time off
• Flexible scheduling