Your role at VantiveReporting to the Sr Director, Technical Services - Americas, 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. This role exists to ensure the US, Vantive's largest Technical Services market operates as one cohesive team delivering consistent service excellence to clinics, hospitals, and commercial partners.
The Head of Service, US partners closely with the Sr Director to translate the Americas strategy into US execution, owns operational performance across field and depot, and serves as the senior US point of accountability for service KPIs, cost-to-serve, safety, quality, and regulatory compliance. The leader directly supports four Associate Directors - three Regional (Field) and one Site (Depot, Largo) and is accountable for approximately 250 team members and a significant share of the Americas service revenue.
This is a hands-on, employee-centric leader who brings vibrance and energy to teams navigating transformation, drives consistency between field and depot cultures, and reinforces Vantive's culture levers of Care, Trust, Innovate, and Own It. The Head of Service, US is a steady, visible presence who builds trust with frontline employees and supervisors, while also serving as a strong right-hand to the Sr Director on Americas-wide imperatives.
Essential Roles and ResponsibilitiesUS Operational Leadership - Field + Depot Integration - 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.
Strategy Execution & Transformation- 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.
Commercial & Cross-Functional Partnership- 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.
People, Culture & Talent- 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 programs 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.
- Embodies Vantive's cultural values: Care, Trust, Innovate, and Own It.
- Willingness to travel (~25-30%).
Experience and Education- 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.
We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $168,000 - $252,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.
US Benefits at VantiveThis is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan ("Aon PEP"), Vantive's 401(k) retirement savings plan, to help you prepare for your future. The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently. The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals.
We also offer Flexible Spending Accounts, educational assistance programs, and 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. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Vantive's US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive
