Director, Global Service & Support Operations

Key Responsibilities

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.

Preferred Skills

• 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.