Director of Technical Services

Dedham Permanent USD160,000 - USD170,000
  • Leadership opportunity within a growing analytical instrument company
  • Assist in building out a team projected for 20% growth

About Our Client

Our client is the world's largest manufacturer of freezing-point osmometers used in clinical, pharmaceutical, and biotechnology laboratories. Our client is also a leading supplier of analytical instruments and test kits for the food, dairy, and industrial microbiological markets and has technical expertise in cytology, image analysis, and infrared spectroscopy. Their products are supported by a worldwide network of direct sales people and distributors, and 24/7 technical support.

Job Description

The Director of Field Service & Customer Support will

  • Provide leadership and management to the Global Support Services team, which includes Field Service, Technical Support, Software Support, Applications Support, Scheduling & Dispatch, and other service-oriented functions.
  • Maintain a positive, high-performance environment that fosters extraordinary customer satisfaction, enhanced morale and individual employee development through team building, coaching, training, feedback / reviews and goal setting.
  • Provide world-class customer support and engagement, focusing on dynamic service and efficient solutions, utilizing our Salesforce Lightning platform to document activity. Deliver comprehensive resolution and documentation of service calls, to drive quality compliance and continuous improvement efforts.
  • Establish and lead service initiatives in conjunction with the sales organization to drive aggressive organic growth. Ensure close collaboration with our sales organization & implement processes that lead to customer expansion and increase customer life time value
  • Lead service integration workstreams as we continue to acquire other market-leading instrumentation businesses
  • Ensure service readiness for all new product launches (training plan; service documentation, etc.). Oversee ongoing maintenance of service documentation to provide effective information to service team and customers.
  • Drive a customer focused culture throughout organization and implement and report on customer satisfaction metrics. Track and monitor key performance indicators and take corrective action when necessary



A much more in depth job description will be provided upon application and consideration. Please submit your resume for consideration within 48 hours. Relevant candidates can expect to hear back within 48 hours of submission

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

The successful Director of Global Field Service & Technical Support will have:

  • BA/BS Degree and a minimum of 10 years in service or commercial management, or relevant experience
  • Excellent organizational skills with a commitment to meeting deadlines while ensuring overall quality of work
  • Experience in regulated industries such as Medical Devices or other Good Manufacturing Practices (GMP) industry such as biologics or drugs, including ISO 13485 requirements, understands data compliance issues such as 21 CFR part 11
  • Demonstrated ability to build effective business relationships across business, with capacity to handle confidential information
  • Held a leadership role within an established global services organization

What's on Offer

If you are interest in this position, please contact me at or you can directly apply below. This position includes a competitive salary and bonus structure that is comparable with current salary and experience.

Contact
Daniel Hall
Quote job ref
JN-062022-5663761

Job summary

Sector
Engineering & Manufacturing
Sub Sector
Operations Management
Industry
Healthcare / Pharmaceutical
Location
Dedham
Contract Type
Permanent
Consultant name
Daniel Hall
Job Reference
JN-062022-5663761