Senior Director, Technical Service & Product Complaint Management (IV Therapy)

Leadership and Strategy

• Develop and implement strategic plans to enhance service delivery and customer satisfaction
• Lead, mentor, and develop a high-performing team of service professionals
• Foster a customer-centric culture within the service organization

Customer Call Center Management

• Oversee the operations of the customer call center, ensuring efficient and effective service delivery
• Provide leadership for complaint intake, management, and escalation of issues
• Identify key technology gaps and develop plans to budget, acquire and implement technologies needed to support world class customer satisfaction
• Implement best practices and reporting to improve call center performance and customer experience
• Define and monitor key performance indicators (KPIs) and drive continuous improvement initiatives

Service Depot Operations

• Oversee management of a minimum of two service depots, ensuring timely and high-quality repairs
• Develop and maintain processes for efficient repair workflows and inventory management
• Collaborate with engineering and product teams to address recurring issues and improve product reliability
• Identify key technology gaps and develop plans to budget, acquire and implement technologies needed to support world class customer satisfaction
• Define and monitor key performance indicators (KPIs) and drive continuous improvement initiatives

Customer Satisfaction

• Establish and maintain strong relationships with key customers and stakeholders.
• Address escalated customer issues and ensure prompt resolution.
• Gather and analyze customer feedback to drive service improvements.

Financial Management

• Develop and manage the service department budget, ensuring cost-effective operations
• Define appropriate staffing and technology initiatives to meet/exceed KPIs while managing within budget
• Analyze financial performance and implement strategies to achieve financial targets
• Completes all training requirements, including all department-specific, compliance training, etc.
• Participates in any and all reasonable work activities as assigned by management

• As part of Top Management, you have the overall responsibility and accountability for all aspects of the Health, Safety, Environment, Energy, and Quality Management Systems, including the following:

  * taking overall responsibility and accountability for the prevention of work-related injuries and ill health, the protection of the environment, as well as the provision of safe, harmless, and healthy workplaces,

  * ensuring that the Health, Safety, Environment, Energy, and Quality Management Systems' policies and related objectives are established and are compatible with the strategic direction of the organization

• Bachelor's degree in Business Administration, Engineering, or a related field.
• 12+ years of experience in service management, with at least 7 years in a leadership role.
• Proven experience managing customer call centers, technical support centers, and hardware repair operations.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• FDA compliance experience is a plus.
• Abundant experience working with healthcare customers and providing professional services in clinical environments.
• Experience with medical devices, IV Therapy and IV sets in clinical environments.
• Ability to work well in a collaborative environment and show an ability and willingness to multitask and be hands-on.
• Demonstrated achievement of building strong working relationships with internal departments and external customers.
• Advanced skills with Microsoft Office (Excel, Word, PowerPoint, Outlook), and other database/ERP concepts (i.e., Salesforce.com).
• Travel is required (up to 50%) to attend meetings in support of service operations (via public transportation: air/auto); may require overnight travel. Must have a valid driver's license.
• Must maintain all requirements for access to customer sites, including active and current compliance with all credentialing requirements (may include COVID-19 and annual influenza vaccinations), in order to perform the essential functions of the role at customer locations.
• Demonstrated ability to prioritize and execute tasks in a fast-paced dynamic environment.
• Ability to collaborate effectively with all employees and external business contacts while conveying a positive, service-oriented attitude.
• Highest level of integrity and good judgment, with the ability to effectively deal with highly sensitive, confidential information.
• Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment.
• Additional job responsibilities as it presents to help meet the needs of the overall business.
• Ability to work flexible hours and weekends to meet business/customer needs

We offer an excellent salary and benefits package including medical, dental and vision coverage, as well as life insurance, disability,401K with company contribution, andwellness program.

Fresenius Kabi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, immigration status, disabilities, or protected veteran status.