Job Details

Senior Director, Global Field Service

Salary Range $200,000.00 - $230,000.00 Salary Level Management Position Type Full Time

Overview

Salary Range $200,000.00 - $230,000.00 Salary Level Management Position Type Full Time

Description

Position Summary:

As the Senior Director, Global Field Service, you will be responsible for driving the efficiency and effectiveness of our technical support services across all regions. You will lead the development and execution of strategies that ensure our medical and aesthetic laser systems operate seamlessly, support customer satisfaction, and contribute to the company's growth and innovation.

Duties & Responsibilities:

• Develop and implement a global technical support strategy aligned with the company's goals and customer needs.
• Lead and mentor a diverse team of technical support professionals, fostering a culture of excellence, innovation, and customer focus.
• Oversee and coordinate technical support operations across multiple regions, ensuring consistent and high-quality service delivery.
• Establish robust processes for collaboration with direct offices, distributors, and third-party service providers.
• Drive process improvements to optimize spare parts logistics and inventory management on a global scale.
• Review and approve RMA requests for warranty and contract parts for international direct operations, distributors, and third-party service providers with Technical Support Engineers.
• Review and approve parts orders, monitor order progress until shipping, and collaborate with field service logistics coordinators to resolve delays or incorrect orders.
• Distribute Field Modification Instructions (FMI), Service Bulletins, Service Notes, and spare parts lists with new part numbers and pricing.
• Identify and implement innovative solutions to enhance remote diagnostics, support tools, and service delivery.
• Design and implement global training programs to enhance the skills and knowledge of field service engineers and support staff.
• Schedule and conduct training sessions for international FSEs, monitor skill level improvements and maintain accurate training records.
• Serve as a mentor to regional field service leaders and international FSEs, fostering professional growth and development.
• Maintain records of tools and measurement equipment used by FSEs in each region, ensuring availability and operational readiness.
• Oversee the calibration of tools and measurement equipment, ensuring compliance with industry standards and regulatory requirements.
• Share field service KPIs with FSE managers globally and monitor progress towards achieving these targets.
• Identify challenges and root causes when KPIs are not met and work closely with regional managers to implement solutions and improvements.
• Ensure that global technical support operations comply with international regulations and standards in their respective regions
• Other duties as needed or required.

Qualifications

Minimum Requirements & Qualifications:

• Bachelor's or Master's degree in Engineering, Biomedical Engineering, or a related field. MBA preferred.
• Minimum of 12 years of experience in technical support, field service engineering, or a related role, with at least 6 years in a leadership position.
• Proven track record of managing and scaling global technical support operations.
• Strong problem-solving skills with the ability to drive strategic initiatives and operational improvements.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across cultures and regions.
• Proficiency in using technical documentation and support tools.
• Availability to travel internationally as needed.