Director, Field Service and Technical Support
Employment Type : Full-Time
We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further — Haemonetics is your employer of choice. Job Details The incumbent sets the strategy and oversee the performance and execution of Technical Service Operations teams including field service activities (installations, preventive maintenances, update/upgrade of company products), hotline, product support, technical training and service P&L. Works with regional leadership to drive change management initiatives, ensures that all customer requirements are being achieved, regional goals are met, and services and support structure align with strategy. Manage functions to provide outstanding services to customers in all product lines. - Creates and executes on the strategy for a technical service operations function
- Manages service P&L: build AOP and forecasts in collaboration with finance and sales. Ensure reporting and business review with upper management.
- Develops a strategic service plan for a comprehensive approach and alignment to sales and marketing strategy of all products
- Drives teams to ensure a focus on key strategic & tactical objectives to enhance efficiency
- Oversees and / or develops service terms, conditions, timelines.
- Develops and manages customer expectations to ensure revenue recognition is achieved.
- Ensures strong connections with the main stake holders such as Sales, Marketing, QA/RA, Finance, Supply, R&D and Manufacturing
- Drives performance of the service team to align with sales and marketing projections, revenue targets and pipeline of future accounts.
- Manages third party service providers’ strategy used for service delivery.
- Oversees or handles all compliance requirements such as audit, submission to regulatory requirements, and SOP requirements.
- Leads by example, demonstrates to be capable of having a “hands-on” approach as well as a capacity to step back and apply strategical thinking.
Profile: - Bachelor's Degree or equivalent experience
- Min. 8+ years’ experience in leading technical/field support and/or support delivery function
- Proven successful experience managing multiple support teams, including outsourcers, with a strong knowledge of all technical support functions and related engineering responsibilities.
- Experience working in a medical and regulatory environment
- Proven ability to apply a wide range of managerial tools to ensure that individuals and teams are organized, motivated and informed
- Outstanding interpersonal skills conducive to collaboration, participating in a global management team and building bridges across organization.
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
- Ability to thrive in a dynamic, fast-paced environment where you must take on multiple responsibilities, execute at both the strategic and tactical level, and do what it takes to get things done.
- Strong understanding of operational infrastructure, metrics, processes, systems, and tools
- Proven ability to manage complex processes and drive continuous process improvement
EEO Policy Statement Conditions of Employment: Haemonetics’ policy requires COVID-19 vaccination for all U.S. employees, unless approved for a medical, religious or business exemption. While we recognize employees have their own individual beliefs and perspectives regarding vaccination, we believe it is an important step as part of our obligation to protect our colleagues, our customers and our communities as we continue to make health and safety our top priority.