North America Field Technical Service Director

Job description

The NA Field Technical Services Director, is responsible for the strategic and operational leadership of all field technical service activities for the Therakos Instruments fleet across North America. This role oversees a team of field service professionals, including regional player/coach managers, ensuring the effective and efficient management of all Technical Service related operations (i.e. Installation, Preventive Maintenance, Repairs and Upgrades). The Director drives service excellence, customer satisfaction, regulatory compliance, and continuous improvement through strong leadership, data‑driven decision‑making, and close collaboration with cross‑functional partners.

Job requirements

Skills

• Strategic leadership and strong Sense of ownership and      accountability
• High degree of autonomy, taking ownership of priorities and      delivering results without close supervision.

1. Collaborative leadership in matrixed organizations, driving cross-functional collaboration and alignment between field and non-field functions and ability to influence without formal authority

• Technical & Analytical Skills: Advanced data literacy, excel-based      analysis and reporting, dashboarding, and KPI design.
• Good interpersonal and communication skills - verbal and      written, with senior leadership and field teams
• Proficiency with MS tools (i.e. Excel, PowerPoint,..) is      mandatory
• Proficiency in ERP systems, CRM platforms, and advanced data      analytics tools preferred
• Positive, Can-Do attitude
• High attention to detail and accuracy
• Ability to work under pressure and prioritize

 
Experience: 

• 10+ years in Field Technical Service roles in Healthcare      environment 
• 5+ years in leadership or people management roles, with medium/large      teams (>10)
• Proved experience in designing and implementing business      processes for Field Service and managing teams in ERP systems, CRM      platforms etc.
• Experience in process mapping, SOP development, and      continuous improvement methodologies (Lean Six Sigma, PDCA)
• International multi-country experience (US and EU) preferred
• Project Management Experience is preferred 

 
Education

• Bachelor’s degree in Business, Economics, Engineering, Data      Science or related field; advanced degree preferred
• Relevant certifications (e.g., CRM administration, project      management) are advantageous.

Job responsibilities

Field Service Performance

• Provide overall leadership, prioritization and direction for North America Field Technical Services, ensuring consistent, high‑quality service delivery across all territories
• Ensure timely and compliant execution of all technical service activities, including preventive maintenance, corrective repairs, installations, upgrades, and modifications for the Cellex Device in order to ensure best customer service and meet target performance metrics
• Act as the senior escalation point for complex technical issues and service complaints, maintaining strong relationships with key customers and internal stakeholders
• Own and optimise field service performance metrics, dashboards, and reporting, including utilisation, response time, quality, and customer satisfaction KPIs

Processes and SOPs

• Ensure all necessary SOPs and Work Instructions necessary for effective Service and to comply with all applicable regulations and Quality System requirements are in place 
• Ensure field service operations comply with all applicable regulations, quality systems, and SOPs, including accurate technical documentation and reporting
• Partner with Training, Quality, Clinical, Sales, and Operations teams to ensure field service training, tools, and processes remain current and effective

Team Management

• Lead, develop, train and manage the team of Field Technical Service Engineers and regional leads 
• Drive resource planning and deployment to balance workload, coverage, and service levels across regions and customer sites
• Ensure continue talent development and succession planning is in place

Special Projects

• Continuously explore optimization and improvement opportunities for team’s effectiveness, to enhance service efficiency, reliability, and customer experience
• Work closely with other functional leaders to ensure all cross-functional processes are optimized and receive FTS support as needed 
• Partner with R&D and Operations to ensure the company always has a an optimized LCM and innovation roadmap
• Support special projects, including new product introductions, fleet initiatives, congresses/trade show support and any cross‑functional initiative impacting field service

Travel Expectations: 20-40% of travel required mostly within US and Canada
Physical Requirements: N/A

Job benefits

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• Collaborative and innovative work environment.

The included statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.