Who Our Client Is

Our client is a leader in the healthcare technology space, committed to delivering high-quality service and innovative solutions that support patient care and clinical excellence. They foster a collaborative and performance-driven environment focused on continuous improvement and customer satisfaction.

What Our Client Needs

Our client is seeking a Director of Field Technical Services to lead all North America service operations. This role is responsible for driving service excellence, overseeing field teams, and ensuring efficient, compliant technical service delivery across the region.

Who You Are

You are a strategic and hands-on leader who takes ownership and delivers results with minimal oversight. You thrive in matrixed environments, influence across teams, and bring a strong analytical mindset. You communicate effectively with both executive leadership and field teams, stay detail-oriented under pressure, and approach challenges with a positive, solutions-focused attitude.

What You’ll Do

You will lead and optimize field technical service operations across North America, ensuring high performance, compliance, and customer satisfaction.

• Provide strategic direction and leadership for all field technical service activities
• Oversee installation, maintenance, repair, and upgrade operations across territories
• Ensure timely, compliant service delivery aligned with performance metrics
• Act as the escalation point for complex technical issues and service concerns
• Develop and manage KPIs, dashboards, and service performance reporting
• Ensure SOPs and work instructions meet regulatory and quality standards
• Collaborate with cross-functional teams to align service processes and tools
• Lead, develop, and manage field service teams and regional leaders
• Drive resource planning to optimize coverage and service levels
• Support talent development and succession planning initiatives
• Identify and implement process improvements to enhance efficiency and customer experience
• Partner with internal teams on product lifecycle and innovation initiatives
• Support special projects including product launches and cross-functional programs

This role requires 20–40% travel, primarily within the United States and Canada, and includes oversight of field service teams and regional leadership.

What You’ll Need

• 10+ years of experience in field technical service within a healthcare environment
• 5+ years of leadership experience managing teams of 10 or more
• Strong experience with ERP systems, CRM platforms, and service operations processes
• Background in process mapping, SOP development, and continuous improvement methodologies
• Advanced analytical skills with experience in reporting, dashboards, and KPI development
• Proficiency in Microsoft Excel and PowerPoint
• Strong communication and interpersonal skills
• Bachelor’s degree in Business, Engineering, Data Science, or related field
• Project management and international experience preferred

What They Offer

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

Equal Opportunity Statement

Our client believes that diversity fuels innovation, strengthens teams, and drives success. They are committed to fostering a workplace where every individual—regardless of background—feels valued, respected, and empowered to thrive. Discrimination or harassment of any kind is strictly prohibited.

Our client does not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ethnicity, age, disability, veteran status, marital status, or any other characteristic protected by applicable laws. Their commitment extends beyond compliance; they actively cultivate an inclusive culture where diverse perspectives are welcomed, and every employee has an equal opportunity to contribute and succeed.