Director, Global Service & Support Operations

Mirion Technologies, Inc. • $120K — $150K *

Melbourne, FL 32935In-Person

Healthcare

8 - 10 years of experience

More than 3 months ago

Job Overview by Ladders

Qualifications

10+ years of global technical support and field service leadership experience.
Extensive experience managing global technical distributor partnerships.
Background in the medical radiation industry.
Strong understanding of regulatory compliance, particularly ISO 13485:2016.
Experience with process improvement methodologies.
Working knowledge of Salesforce and other ERP systems.

Responsibilities

Develop and implement a strategic vision for global service and support.
Lead and mentor a high-performing team to cultivate excellence.
Oversee deployment functions managed by Managed Services partners.
Enable and ensure compliance of global distributor and service partner networks.
Create strategies and objectives for service operations.
Utilize data analytics to monitor performance and enhance efficiency.
Drive cost optimization and process improvements.

Benefits

Opportunity to lead and impact global service operations.
Focus on professional growth through team development initiatives.
Supportive work culture promoting diversity and inclusion.
Access to training programs enhancing employee and customer experiences.

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Full Job Description

Key Responsibilities
Strategic Leadership

Develop and implement a strategic vision for global service and support aligned with corporate goals.
Lead, mentor, and develop a high-performing team, fostering a culture of excellence.
Provide oversight of deployment functions managed by the Managed Services partner.
Enable, certify, and ensure compliance of RTQA global distributor and service partner networks.
Create functional strategies and objectives for service operations.
Develop budgets, policies, and procedures to support infrastructure and scalability.

Data-Driven Decision Making

Leverage data analytics to monitor performance and drive efficiency improvements.
Implement and maintain KPIs to assess service effectiveness and predict challenges.
Monitor and report service metrics, including customer feedback and product/service trends.

Operational Excellence and Scalability

Hold regional directors and Managed Services partners accountable for operational execution.
Drive process improvement, cost optimization, and operational efficiency.
Guide strategic decisions using forecasting and customer health tracking (e.g., NPS).
Implement scalable global support structures to accommodate growth and demand.

Change Management

Lead organizational change initiatives to align service delivery with customer experience goals.
Promote training programs to enhance employee experience and customer-centricity.
Ensure compliance with regulatory requirements (e.g., ISO 13485:2016).

Team Development

Build and maintain a high-performance leadership team.
Lead hiring, training, retention, and performance management.
Develop incentive and retention programs to foster customer loyalty.
Collaborate with Managed Services leaders in staff development.
Foster diversity, inclusion, and a supportive work environment.

Cross-Functional Collaboration

Coordinate with supply chain, distributors, and sales teams to improve service delivery.
Collaborate with marketing and sales to maximize revenue and customer engagement.
Maintain in-depth knowledge of company brands, systems, and processes.

Customer Engagement

Develop procedures for handling customer correspondence and complaints.
Monitor and respond to consumer-initiated online feedback and platforms.
Schedule internal meetings to address and resolve customer concerns.

Qualifications

10+ years of experience in global technical support and field service leadership.
Extensive experience managing global technical distributor partnerships.
Background in the medical radiation industry.
Strong understanding of regulatory compliance (e.g., ISO 13485:2016).
Experience in process improvement methodologies.
Working knowledge of Salesforce and other ERP Systems.

Preferred Skills

Strong leadership and team management capabilities.
Excellent communication and stakeholder engagement skills.
Strategic thinker with problem-solving and project management expertise.
Adaptable, collaborative, and customer-focused mindset.
Creative and flexible approach to process design and delivery.

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About Mirion Technologies, Inc.

Mirion Technologies, Inc. is a global provider of radiation detection and measurement solutions for a variety of industries including nuclear power, medical, and homeland security. The company's products include radiation detectors, dosimeters, and spectroscopy systems. Mirion Technologies, Inc. was founded in 1958 and is headquartered in Sophia Antipolis, France. The company has a global presence with operations in North America, Europe, and Asia. Mirion Technologies, Inc. is privately held and does not disclose its financial information.

Learn more about Mirion Technologies, Inc.

Size

2,000 employees

Market Cap

$1.3 billion

Industry

Consumer Technology

NASDAQ

MIR

* Ladders Estimates

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