DIRECTOR OF SERVICE

SUMMARY 

The Director of Service is responsible for the strategic and operational oversight of LINET Americas' Service organization, ensuring world-class service delivery across Technical Support and Field Service. This role focuses on the continued improvement of service execution, driving operational excellence, and building a scalable service structure to support LINET’s growth. The Director will lead initiatives to enhance customer satisfaction through improved processes, reduced service response times, and efficient resolution of technical issues. The Director will also have full Profit & Loss (P&L) responsibility, ensuring that the service organization operates efficiently and profitably while delivering a superior service experience for LINET’s customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, those listed below:

Operational Responsibilities

• Provide leadership to deliver a world-class customer experience by continuously improving service execution across Technical Support and Field Service teams.
• Develop and execute scalable service strategies that support LINET’s growth while expanding service offerings to meet evolving customer needs.
• Drive continuous improvement across all service touchpoints, including response times, resolution times, and overall service delivery performance.
• Regularly review and refine processes to improve the efficiency of customer issue resolution, ensuring prompt and effective service for technical support, parts orders, and warranty claims processing.
• Monitor service delivery performance, identifying areas for process improvement, and ensuring measurable improvements in key performance indicators (KPIs) across Technical Support and Field Service teams.
• Foster a customer-centric culture by using data and customer feedback to enhance service quality and drive improvements in the customer experience, including improving the Net Promoter Score (NPS).
• Collaborate with internal departments, such as Sales, Supply Chain, and Customer Success, to ensure service excellence and alignment with broader organizational goals.
• Lead the implementation and adoption of key service initiatives, ensuring smooth deployment and full utilization by the service teams.
• Develop a KPI dashboard to track internal service metrics and customer-facing metrics, providing visibility into service performance and progress.

Management Responsibilities

• Provide strategic leadership to the Technical Support and Field Service teams, ensuring all team members are aligned with the organization’s service standards and goals.
• Set clear, measurable goals for service execution, and hold the team accountable for achieving these targets, including continuous improvements in service performance.
• Identify and mentor high-potential talent within the service organization, supporting their professional growth and development.
• Ensure all direct reports, including the Technical Support Manager and Regional Service Managers, are empowered to lead their teams in delivering top-tier service and driving innovative solutions.
• Promote a collaborative and supportive culture, encouraging teams to proactively address customer issues and implement continuous service improvements.
• Conduct regular performance evaluations and provide coaching for team members, fostering continuous improvement and a high-performance culture.

SUPERVISORY RESPONSIBILITIES 

This position oversees the Technical Support Manager and Regional Service Managers, with indirect oversight of Field Service Technicians and Technical Support Agents.

EDUCATION and/or EXPERIENCE 

• Bachelor’s degree in Business, Operations Management, Engineering, or a related technical field; Master’s degree preferred.
• 7+ years of experience in a service or technical support leadership role, preferably within the medical device or healthcare industry.
• Proven experience managing Profit & Loss (P&L) responsibilities, including budgeting, cost control, and revenue growth within a service organization.
• Proven track record of improving service execution, driving operational efficiency, and enhancing customer satisfaction.
• Demonstrated experience managing technical support and field service teams with a focus on continuous improvement and operational excellence.
• Familiarity with using CRM and ERP platforms such as Salesforce and SAP to track service performance and manage workflows.
• Strong knowledge of service delivery metrics, KPI tracking, and data-driven decision-making.
• Ability to work cross-functionally and influence key stakeholders at all levels of the organization.
• Experience implementing new service programs and scaling service operations to support business growth.

LANGUAGE SKILLS 

Ability to communicate with customers at the executive level and internal sales and service personnel.

PHYSICAL DEMANDS  

While performing the duties of this job, the employee is regularly required to talk and hear.  The employee frequently is required to sit and stand.  The employee is occasionally required to walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT  

The work environment is located at the North American Operations Facility: 10400 Bryton Corporate Center Dr, Ste 100, Huntersville, NC 28078, with the ability to work remotely with approval.

TRAVEL

This position requires travel of up to 15-20% for customer meetings, internal meetings, trade shows, and meetings with and monitoring the performance of remote-based team members.

Linet Americas, Inc. is an Equal Opportunity / Affirmative Action employer.
All candidates are selected solely on the basis of legally permissible job related criteria.