Director of Service

Job Description

Job Description

Description:

 

Why This Opportunity?

The Director of Service plays a pivotal role in connecting technical expertise, operational execution, and customer experience. You will have the opportunity to influence service strategy, develop leaders, improve processes, and strengthen the performance of a national service organization supporting medical imaging technology. Your leadership will help ensure that service delivery remains responsive, reliable, compliant, and aligned with Esaote North America's business objectives.

About Esaote North America

Esaote North America is part of the medical imaging industry, supporting diagnostic imaging technology and the service operations that help customers maintain effective equipment performance. This role is central to delivering a consistent, high-quality service experience across our customer base. 

Requirements:

 

Director of Service

Esaote North America, Inc. | Remote, United States | Full-Time, Exempt

Lead service excellence. Empower teams. Make an impact.

Are you a strategic service leader who knows how to turn complex operations into exceptional customer experiences? Esaote North America is seeking a Director of Service to lead and elevate our national medical device service organization, driving operational performance, customer satisfaction, technical excellence, and continuous improvement.

This is an opportunity to shape service strategy across a multidisciplinary organization supporting diagnostic imaging equipment. You will lead through three key management functions—Customer Service, MRI Service, and Ultrasound Service—while overseeing field service, depot repair, logistics, and customer support operations.

Reporting directly to the CEO, you will connect people, processes, performance, and customer needs to deliver reliable, compliant, and customer-focused service solutions across the United States.

If you are energized by developing people, optimizing operations, and building a high-performing service organization, we invite you to explore this opportunity.

What You'll LeadStrategic Leadership & Team Development

• Lead, coach, and develop a national team of service engineers, depot repair technicians, logistics personnel, and customer support professionals.
• Provide leadership and direction to the managers responsible for Customer Service, MRI Service, and Ultrasound Service.
• Establish clear goals, performance expectations, and development plans that promote accountability, collaboration, and continuous learning.
• Build a high-performance culture centered on customer satisfaction, teamwork, and operational excellence.

Service Operations & Business Performance

• Develop and execute service strategies that support business growth, operational efficiency, service quality, and profitability.
• Oversee the complete service lifecycle, including scheduling, dispatch, field service execution, issue resolution, and reporting.
• Optimize workforce planning, resource allocation, and service processes to deliver timely, high-quality customer support.
• Lead service transformation and process improvement initiatives that strengthen organizational effectiveness and scalability.

Customer Experience & Service Quality

• Oversee customer support and depot repair operations, with a focus on repair quality, turnaround times, and responsive issue resolution.
• Monitor service tickets, service-level agreements (SLAs), escalations, and customer feedback to identify opportunities for improvement.
• Partner with engineering and other technical teams to address recurring issues and improve service outcomes.
• Develop initiatives that strengthen customer satisfaction, retention, and confidence in Esaote's service capabilities.

Regulatory Compliance & Quality

• Ensure service operations align with applicable FDA regulations, ISO 13485 requirements, and internal quality standards.
• Collaborate with Quality Assurance and Regulatory Affairs to maintain compliant service procedures, documentation, and audit readiness.
• Support effective complaint handling, preventive maintenance, corrective actions, and service-related risk management.
• Promote a culture that prioritizes quality, safety, and regulatory responsibility.

Financial Management & Continuous Improvement

• Develop and manage departmental budgets, forecast expenses, and monitor service-related costs.
• Identify opportunities to improve efficiency and control costs without compromising service quality or compliance.
• Establish and monitor key performance indicators (KPIs), including response times, repair turnaround, workforce productivity, and customer satisfaction.
• Use operational data and reporting tools to identify trends, address root causes, and guide business decisions.

Cross-Functional Collaboration

• Partner with Sales, Product Management, Engineering, Marketing, Quality Assurance, and Regulatory Affairs to align service operations with organizational priorities.
• Share customer and field service insights to support product improvements, training, and go-to-market initiatives.
• Collaborate on educational resources and training materials that help customers use and maintain their equipment effectively.

What You Bring

Education

• Bachelor's degree in Engineering, Biomedical Engineering, Life Sciences, or a related field is required.
• An advanced degree, such as an MBA or MSc, or relevant healthcare service management certifications is preferred.

Leadership & Industry Experience

• 7–10 years of experience in the medical device industry, including at least 5 years in a leadership role managing service operations.
• Demonstrated success leading, developing, and scaling service teams in a regulated industry.
• Experience managing service budgets, customer contracts, and service operations.
• Strong understanding of diagnostic imaging systems, field service processes, depot repair operations, and equipment lifecycle management.
• In-depth understanding of FDA, ISO 13485, and related medical device compliance standards.

Technical & Business Expertise

• Experience with service management systems, ERP and CRM platforms, field service management software, and service ticketing systems.
• Proficiency in Microsoft Office, particularly Excel, Word, PowerPoint, and Outlook, with experience using SAP.
• Ability to analyze operational and financial data, establish meaningful performance metrics, and translate insights into action.
• Knowledge of service agreements, warranty programs, contract management, and revenue-generating service offerings.
• Strong project management, problem-solving, and process improvement capabilities.

Leadership Approach

• A strategic thinker who can translate business objectives into actionable service plans.
• An effective people leader who develops talent, builds accountability, and leads geographically dispersed teams.
• A customer-focused problem solver who can navigate complex technical issues and service escalations.
• A collaborative communicator who builds productive relationships across departments and organizational levels.
• A continuous improvement mindset, with familiarity with Lean, Six Sigma, or similar methodologies preferred.

Work Arrangement & Travel

• Location: Remote
• Employment type: Full-time, exempt
• Reports to: Chief Executive Officer (CEO)
• Travel: Approximately 20%–30% to customer sites and company locations, based on business needs

This position combines remote administrative responsibilities, team leadership, and in-person field engagement.

AMERICANS WITH DISABILITIES ACT (ADA) STATEMENT
Esaote North America is committed to compliance with the Americans with Disabilities Act (ADA). We provide reasonable accommodations to qualified individuals with disabilities and disabled veterans throughout the hiring process and during employment, in accordance with applicable law. 

Equal Employment Opportunity & Accessibility

Esaote North America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin