Associate Director Field Services (West)

About the role

The Associate Director of Field Service is responsible for leading all field service operations across the West Region, including customer relationships, field service team performance, and operational execution. This role ensures reliable service delivery, strong client partnerships, and optimal performance of Nihon Kohden patient monitoring and ventilator systems throughout the region.

Responsibilities

• Serve as the senior service escalation leader for the West Region, providing oversight and resolution for complex customer issues involving patient monitoring and ventilator systems.
• Lead and direct regional field service operations, including resource allocation, dispatch prioritization, and coverage decisions to ensure timely response and optimal customer support.
• Lead and develop the Field Service Engineering team, driving accountability for service quality, response times, system uptime, productivity, and customer satisfaction.
• Proactively manage strategic customer relationships, ensuring consistent service delivery and high levels of client trust and retention.
• Oversee post-installation support and ongoing operational performance across assigned healthcare sites.
• Develop and execute regional service strategies aligned with business objectives, supporting continuous improvement, operational efficiency, and service growth.
• Partner cross-functionally with Sales, project teams, and corporate leadership to ensure seamless coordination and successful customer outcomes.
• Provide technical leadership and hands-on support when required in high-impact or mission-critical situations.
• Build organizational capability through coaching, performance management, workforce planning, and succession development.
• Ensure compliance with company policies, regulatory standards, and quality requirements.

Qualifications

• Education / Certification / Experience Required:
  • Bachelor's degree in Engineering, Biomedical Engineering, Information Systems, or related discipline. Equivalent combination of education and experience will be considered.
  • Advanced technical certifications such as network or cloud architecture preferred.
  • 10+ years of experience in technical service, systems integration, infrastructure, or complex device environments, preferably within healthcare or regulated industries.
  • 5+ years of progressive leadership experience managing field service, technical support, or service operations teams.
  • Demonstrated success leading customer-facing technical organizations supporting mission-critical systems in high-reliability environments.
  • Strong experience troubleshooting complex, networked systems and integrations within hospital or enterprise settings.
  • Proven ability to drive customer satisfaction, retention, and service performance outcomes.
  • Experience with service operations management, technical project execution, and large-scale deployments.
  • Experience with service revenue accountability, operational KPIs, and performance management strongly preferred.
  • Prior experience supporting patient monitoring systems, ventilators, or similar clinical technologies is highly desirable.
• Competencies Required:
  • Advanced technical knowledge of networked medical device systems, such as patient monitoring platforms and ventilators.
  • Strong understanding of hospital system integrations and ability to collaborate effectively with IT, clinical engineering, facilities, and construction teams.
  • Strategic and analytical problem-solving skills with the ability to translate complex technical issues into sustainable operational solutions.
  • Able to make timely, high-impact decisions in fast-paced, mission-critical environments.
  • Excellent communication skills with the ability to influence clinical stakeholders, hospital leadership, and cross-functional partners.
  • Strong operational leadership with a focus on service KPIs, response time, uptime, quality, and customer experience metrics.
  • Experience driving performance across distributed field teams, including accountability for service delivery, productivity, and financial results.
  • Conflict resolution and stakeholder management skills in high-pressure customer situations.
  • Proficiency with Microsoft Office and service management systems, CRM platforms, or related tools used to manage service performance and reporting.

Pay

The anticipated range for this position is $115,000 to $156,000. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience and location.

Schedule

The regular hours for this full-time position are 8:00 a.m. to 5:00 p.m., Monday-Friday, unless otherwise stated by the department manager. Holiday, weekend, and evening work hours may be required. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the Company's discretion.

Physical

Generally, may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, and color vision.

Travel

Approximately 50%