Director, Global Service & Support Operations

Job Description

Job Description

The Director, Global Service & Support Operations is responsible for leading and managing global technical support, field service, and customer experience functions. This role ensures high-quality service delivery, regulatory compliance, and strategic alignment with corporate objectives. The Director will oversee customer support, service and repair, training, project management, implementation, and distributor management across all regions. The position requires strong collaboration across departments and with external partners, fostering a culture of excellence, continuous improvement, and customer-centricity.

Key Areas of Responsibility:

Strategic Leadership

• Develop and implement a strategic vision for global service and support aligned with corporate goals.
• Lead, mentor, and develop a high-performing team, fostering a culture of excellence.
• Provide oversight of deployment functions managed by the Managed Services partner.
• Enable, certify, and ensure compliance of RTQA global distributor and service partner networks.
• Create functional strategies and objectives for service operations.
• Develop budgets, policies, and procedures to support infrastructure and scalability.

Data-Driven Decision Making

• Leverage data analytics to monitor performance and drive efficiency improvements.
• Implement and maintain KPIs to assess service effectiveness and predict challenges.
• Monitor and report service metrics, including customer feedback and product/service trends.

Operational Excellence and Scalability

• Hold regional directors and Managed Services partners accountable for operational execution.
• Drive process improvement, cost optimization, and operational efficiency.
• Guide strategic decisions using forecasting and customer health tracking (e.g., NPS).
• Implement scalable global support structures to accommodate growth and demand.

Change Management

• Lead organizational change initiatives to align service delivery with customer experience goals.
• Promote training programs to enhance employee experience and customer-centricity.
• Ensure compliance with regulatory requirements (e.g., ISO 13485:2016).

Team Development

• Build and maintain a high-performance leadership team.
• Lead hiring, training, retention, and performance management.
• Develop incentive and retention programs to foster customer loyalty.
• Collaborate with Managed Services leaders in staff development.
• Foster diversity, inclusion, and a supportive work environment.

Cross-Functional Collaboration

• Coordinate with supply chain, distributors, and sales teams to improve service delivery.
• Collaborate with marketing and sales to maximize revenue and customer engagement.
• Maintain in-depth knowledge of company brands, systems, and processes.

Customer Engagement

• Develop procedures for handling customer correspondence and complaints.
• Monitor and respond to consumer-initiated online feedback and platforms.
• Schedule internal meetings to address and resolve customer concerns.

Qualifications

• 10+ years of experience in global technical support and field service leadership.
• Extensive experience managing global technical distributor partnerships.
• Background in the medical radiation industry.
• Strong understanding of regulatory compliance (e.g., ISO 13485:2016).
• Experience in process improvement methodologies.
• Working knowledge of Salesforce and other ERP Systems.
• Strong leadership and team management capabilities.
• Excellent communication and stakeholder engagement skills.
• Strategic thinker with problem-solving and project management expertise.
• Adaptable, collaborative, and customer-focused mindset.
• Creative and flexible approach to process design and delivery.