Director, Technical Services US

About the role

The Head of Service, US is responsible for unifying and leading the end-to-end US Technical Services organization, bringing together field operations across three regions and the Largo depot operation under one integrated leadership model.

Responsibilities

• Provide unified direction across the three US field regions and the Largo depot, ensuring one US Technical Services voice, one set of operating mechanisms, and shared service standards.
• Set and oversee functional KPIs across field and depot operations (service levels, productivity, resource utilization, first-time-fix, turnaround time, cost-to-serve) and drive performance to plan.
• Own the US operating budget in partnership with Finance and the Sr Director, ensuring financial discipline alongside investment in service quality and employee experience.
• Accountable for US compliance with internal policies, quality systems, EHS, FDA regulations, and other regulatory requirements across both service environments.
• Translate the Americas Technical Services strategy into a clear US execution plan, including the shift from reactive to proactive, predictive, and digitally enabled service delivery.
• Continue scaling the embedded dedicated support model and the integration of Digital Service capabilities alongside electromechanical service.
• Partner with the Sr Director on innovation, service model evolution, and any acquisition or operating-model changes that touch the US.
• Champion continuous improvement through Vantive Unlocked and Lean principles across both field and depot.
• Serve as the senior Technical Services partner to the US Commercial Leadership Team (Acute, Chronic, Sales, Marketing, ComEx), ensuring service is positioned as a competitive advantage in the US market.
• Build strong working relationships with US General Manager leadership, Finance, HR, Quality, EHS, Supply Chain, Marketing, and Customer Service to enable integrated execution.
• Represent US Technical Services with key customers, reinforcing service as a differentiator and resolving escalated issues with win-win outcomes.
• Lead, develop, and coach the four US Associate Directors (Field East/Central/West, Depot – Largo), building a high-performing, cohesive leadership team across two historically distinct operating environments.
• Drive culture, engagement, and retention across approximately 250 US team members, with intentional focus on supervisor capability, frontline development, and change fatigue.
• Champion programs development ensuring consistent adoption across field and depot.
• Drive Talent Review & Planning (TRP), succession, and capability building for the US Technical Services pipeline in partnership with HR.
• Conduct monthly A.C.E. check-ins, model recognition behaviors, and create visible, two-way communication routines (huddles, town halls, field ride-alongs, plant visits).

Qualifications

• Proven leadership of multi-site service organizations (200+ employees) combining field service AND depot/site-based operations.
• Prior operating budget responsibility at scale with strong business and financial acumen.
• Demonstrated success integrating distinct teams or operating models into one cohesive function.
• Strong analytical, strategic, and problem-solving skills; able to balance long-term vision with hands-on execution.
• Excellent verbal and written communication skills; comfortable presenting to executive leaders, commercial partners, and at frontline town halls.
• Ability to navigate a matrixed, global organization through collaborative influence at multiple levels.
• Change management leader – able to inspire and lead through transformation with a Servant Leadership style and the vibrance and energy needed for teams experiencing change.
• Embolates Vantive's cultural values: Care, Trust, Innovate, and Own It.
• Willingness to travel (~25–30%).

Requirements

• Bachelor's degree in Engineering, Business, Finance, or related discipline required.
• Graduate degree (MBA) preferred.
• Minimum 12 years of progressive leadership experience in service, medtech, or life sciences, with significant exposure to both field service and depot/site service environments.
• Minimum 7 years of senior management experience leading other leaders (managing managers/directors) in a matrixed, cross-functional environment.

Skills

• Strategic thinking and planning.
• Operational leadership and management.
• Financial management and budgeting.
• People management and coaching.
• Change management and transformation.
• Collaboration and cross-functional partnership.
• Customer service and relationship management.
• Technical service and support.

Benefits

At Vantive, we offer comprehensive compensation and benefits packages for eligible roles, including:

• Medical, dental, and vision coverage starting on day one.
• Insurance coverage for basic life, accident, short-term, and long-term disability, and business travel accident insurance.
• Aon Pooled Employer Plan (“Aon PEP”) for retirement savings.
• Flexible Spending Accounts.
• Education assistance programs.
• Time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave.
• Commuting benefits.
• The Employee Discount Program.
• The Employee Assistance Program (EAP).
• Childcare benefits.

Pay

The estimated base salary for this position is $168,000 - $252,000 annually.

Schedule

Individual pay is based on location, skills and expertise, experience, and other relevant factors.