Service Delivery Director

Zimmer Biomet Job Opportunity

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient's mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talented team, we focus on development opportunities, robust employee resource groups, a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels inspired, invested, cared for, valued, and have a strong sense of belonging.

What You Can Expect

Lead post-510(k) engineering support and product life cycle management for released robotic systems across clinical applications, including service operations, complaint handling, and sustaining engineering activities.

This position is onsite in Austin, Texas.

How You'll Create Impact

• Own service and fleet management activities for installed robotic systems, including leadership of Field Service Engineering teams to support system uptime, field performance, and customer issues.
• Lead complaint handling activities, including investigation, prioritization, and closure of product complaints while partnering with Quality on CAPA activities and regulatory requirements.
• Drive sustaining engineering efforts resulting from field issues and complaint trends, translating post-market feedback into product improvements and corrective actions.
• Lead root-cause investigations and coordinate cross-functional teams to resolve hardware, software, and system-level issues identified through field use.
• Establish processes for identifying recurring field issues, prioritizing actions, and implementing design or process improvements.
• Oversee development and maintenance of service manuals, troubleshooting guides, work instructions, and field service procedures to support effective system maintenance and repair.
• Manage service bill of materials and spare parts structures to support field repairs, maintenance activities, change management, and long-term product support.
• Partner with Quality, Regulatory, Manufacturing, and Product Development teams to ensure post-market learnings are incorporated into ongoing product improvements.
• Develop and track metrics around fleet performance, complaint trends, service responsiveness, and product reliability.

What Makes You Stand Out

• Driven and highly motivated individual who wants to shape the future of healthcare; takes initiative to identify challenges and propose solutions.
• Demonstrated ability to lead and inspire teams.
• Demonstrated ability to lead through influence to drive engagement and focus on critical priorities with cross-functional teams.
• Broad knowledge of field service practices and principles.
• Broad knowledge and practical experience in project management, personnel development and leadership.
• Fundamental knowledge of financial management principles.
• Superior communication and presentation skills – both written and oral.
• Outstanding interpersonal and organizational skills.

Your Background

• Minimum Requirements: Bachelor's Degree and 8 years of relevant experience, or Associate's Degree and 10 years of relevant experience, or High School Diploma or Equivalent and 12 years of relevant experience
• Prior experience in medical device and orthopedic robotics strongly preferred
• Prior experience leading technical programs, projects a plus
• Demonstrated ability to train, mentor, and lead a diverse team on high skilled individuals
• Advanced degree preferred

Travel Expectations

Up to 20%

EOE