Midmark is the only clinical environmental design company that enables a better care experience at the point of care in medical, dental, and animal health. Our unique approach revolves around harmonizing space, technology, and workflows to enhance interactions between patients and caregivers, resulting in more efficient care and better clinical, operational, and financial outcomes. We are seeking a highly experienced and visionary Director of Service Operations to lead our technical service field training, delivery, installation services, and post-sales services with a primary focus on the United States and Canada. By developing and executing strategies to enhance our service operations across Medical, Dental, and Animal Health business units, this role will directly contribute to enabling better care experiences for patients and caregivers through improved service delivery and operational excellence. The ideal candidate is a strong leader who can align service operations with our corporate strategy and business unit objectives.
Primary Responsibilities: Strategic Development and Implementation: Develop and implement an integrated strategy for technical support, field service delivery, installation services, and post-sales services across North America and globally. Create and execute a post-sales services portfolio strategy that drives profitable growth by partnering with sales, marketing, corporate accounts, customer engagement, and finance teams. Develop and implement a connected products and services strategy, including technical support and an Automated Response System (ARS). Operational Management: Oversee all functions, including budgetary responsibility for technical service, field service, field training delivery, installation, and post-sales services. Ensure service capabilities, team performance, and scalability are designed from a customer-centric perspective to improve experiences along the customer journey. Direct the use of AI and advanced technologies to drive innovative solutions and improve service delivery efficiency. Develop a complaint handling process that results in actionable installation and field service product data. Ensure compliance with regulatory, legal, and Midmark policies as well as business standards such as ISO 9001. Collaboration and Customer Engagement: Collaborate with engineering, quality and regulatory, manufacturing, and marketing teams to create a product and service life cycle management roadmap. Spend time in the field with customers, channel partners, at trade shows, and educational forums to gather industry knowledge and best practices. Experience and Education: Bachelor's degree from a college or university required, and at least 10 years of management experience, preferably in a technical support role or equivalent combination of education and experience. Experience within the medical device industry is a plus. Core Competencies: Strategic Thinking – Ability to develop strategies to achieve organizational goals and adapt to changing conditions. Creativity and Innovation – Forward thinking with the ability to produce innovative ideas and solutions. Coworker Relationships – Building trust and confidence in the pursuit of organizational goals. Financial Acumen and Cost Consciousness – Strong analytical, financial, and quantitative skills. Professional Demeanor – Demonstrating leadership qualities and high integrity. Problem Solving and Decision Making – Identifying issues and developing effective solutions. Communication – Conveying information convincingly through various methods. Adaptability – Maintaining performance under pressure and managing multiple projects. Planning and Organizing – Setting plans and prioritizing work requirements. Driving for Results – Setting high standards and proactively achieving goals. Building Team and Talent Management – Fostering collaboration and developing team members. Business Acumen – Understanding business implications and aligning work with strategic goals. Leadership Responsibilities: Leads and directs the work of other teammates with full authority for personnel decisions including hiring, performance management, and termination. Supervision is provided through a team of subordinate managers, setting strategic direction and goals for the department.
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