Director, Global Field Service

Customer Care        ·        Toronto, ON, Canada      ·        Full time

• Location: Toronto, ON, Canada 
• Req #574
• Date Posted: Tuesday, July 26, 2022

About Us

Synaptive Medical is a Canadian medical device company, based in downtown Toronto, focused on supporting healthcare professionals and systems in patient diagnosis and treatment. Synaptive’s suite of products include MRI, surgical planning, navigation, and robotic visualization – all of which can be seamlessly combined or used independently in the operating room. The company has a number of opportunities for innovative people to join the team and share in the development of technologies to solve surgical and imaging challenges in patient care.

The Opportunity

We have a unique opportunity for a Director Global Field Service. This role will be responsible for the development of a responsive and enthusiastic field service organization that delivers a truly great customer experience. Initial responsibilities include developing and executing a global strategy in support of business growth, ensuring service training, processes, procedures are in place and streamlined to effectively handle service requests, lead the implementation planning and execution of new products and upgrades, working closely with the sales and applications teams, delivering to customer expectations. Some travel will be required to meet with customers to address in-field complaints and build those relationships. This is also an opportunity to play a key role in providing customer insights and making recommendations to Engineering, Design, Quality and Production as a collaborative team member.

The ideal candidate will have an eye for detail, a passion for continuous improvement, and a commitment to customer success. This role will actively collaborate with the commercial teams to promote and achieve customer loyalty. Through responsiveness and compassion with customers assuring them they have made a great choice with Synaptive’s products and services. The Director Global Field Service will work under the Senior VP of Operations.

What You’ll Do          

• Develop and enhance customer relations by delivering a positive customer experience by recognizing customer needs, and proactively engaging with customers to achieve beneficial outcomes.
• Liaison with commercial teams to align on customer opportunities and mutually create strategic approach to expanding our customer base and business growth.
• Leading and mentoring a team of Field Service Representatives to develop a customer centric and safety focused culture, delivering service excellence through active people development and performance management.
• Responsible for the daily operation of the field service team. Ensure service delivery, safety programs and operational performance is compliant across all service activities, engage with quality & regulatory functions to align and achieve regional requirements globally.
• Develop processes and tools for optimizing service performance and efficiency
• Lead the implementation/Installation by working collaboratively to execute to the start up schedules with the customer and achieve quarterly business commitments
• Drive relentless focus and organizational execution against key performance indicators.
• Lead team focus on proactive planning, scheduling, and allocation of resources to optimize short and long-term resource needs associated with present and future customer needs. Develop business plans and execute to those accordingly.
• Identification of and focus on critical priorities that increase the profitability of service contracts and engagements while building customer satisfaction

What You’ll Need

• 15+ years in a global company leading in cross-functional areas, with a minimal 10+ years’ experience managing a large remote team with P&L type responsibility.
• A proven-track record of driving a business unit/functional group performance through multiple business cycles with sustained success.
• Achieved enhanced business results through identifying and consistently driving areas of improvement across an organization, resulting in improved business results and operational performance.
• Demonstrated effective management (both direct and through influence) across multiple locations and remote teams
• Ability to successfully build, motivate and maintain high moral, employee involvement, and teamwork in a collaborative, matrixed environment
• Collaborate with stakeholders globally and be flexible to support projects, priorities, meetings during non-standard local working hours.
• Strong written and verbal communication skills with the ability to interact effectively with all levels within a matrix organization globally.
• Proven ability to recruit, train, develop and motivate employees and teams to balance staffing strength with profitability and growth
• Well-developed interpersonal skills – an ability to communicate effectively and efficiently with all levels of the organization; ability to recognize and adapt to diverse personalities with tact, professionalism, and maturity
• Ability to drive a culture that fosters learning, developing self and others enabling an environment for sustainable high performance
• Ability to travel both domestically and internationally, valid driving license and satisfactory driving record

It’d Be Amazing If You Had

• Understanding of MRI operation, MRI coils and accessory devices
• Operating Room (OR) environment experience, principals, and best practices
• Experience interacting with Clinical staff and protocols
• Understanding of clinical workflows in radiology and OR departments
• Knowledge/understanding of RIS, PACS and/or VNA

About You

• Critical thinking and decision quality
• Drives results: Sets compelling goals and aggressive schedules for improvement in all facets of service execution. Delivers always on commitments. Translates the Services vision and strategy into practical, actionable, and quantifiable plans, and executes flawlessly.
• Makes timely decisions when a quick response is required and makes tough business decisions based on the facts and data provided.
• Competitive spirit and drive to win. Strong sense of initiative, internal motivation, and an unrelenting focus on execution and growths
• Strong interpersonal skills with the ability to coach, develop and inspire team members
• Entrepreneurial, flexible, yet results-focused with a strong work ethic
• High degree of intellectual curiosity, integrity, and capability
• Openness to feedback and coaching with a strong orientation towards continual learning and improvement ability to seek, accept and provide direct insights without defensiveness
• Capacity to function in a complex, global company with ease and fluidity, while driving and influencing results and engaging with multiple stakeholders
• Strong organizational and communication skills – ability to manage multiple responsibilities, and effectively communicate to a wide variety of audiences

Special/Physical Requirements

While performing the duties of this position, the employee is regularly required to talk or hear. The employee is frequently required to sit and reach with hands and arms. The employee is regularly required to stand; walk and use hands to finger, handle, or feel. The employee must frequently lift and/or move up to 75 pounds. Specific vision abilities required by this job include ability to adjust focus.

COVID-19 Considerations

Synaptive has a special duty to take a leadership role in protecting the health and wellbeing of its employees and the public. The COVID-19 vaccines are an important public health measure for mitigating the spread of COVID-19 in the workplace and society. As a condition of employment, the successful candidate will be asked to provide proof of vaccination or a reason protected by legislation why they cannot be vaccinated against COVID-19.

Diversity & Inclusivity

Synaptive is based out of one of the most diverse countries in the world. This includes differences related to race, ethnicity, national origin, gender, gender expression and presentation, sexual orientation, religion, age, ability and socioeconomic status. To us, diversity is one our strongest assets to our organization. We commit ourselves to promoting the recognition and appreciation of our diverse and rich culture. We believe that it is critical to our success to promote freedom of thought and opinion in a respectful environment. The decisions we make are rooted by respectfully considering each other’s thoughts and opinions and by working towards a greater common goal, saving lives.

Accommodation

Synaptive Medical is an equal opportunity employer and welcomes applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. We welcome and encourage applications from people with disabilities. If as a qualified job applicant, you request accommodation, Synaptive will consult with you to provide reasonable accommodations according to your specific needs. If you wish to make a request, you will be provided an opportunity if your application is selected to proceed in our hiring process.

How to Apply

Unless otherwise stated, applications will only be considered from candidates eligible to work in Canada, or the country in which they’re applying to, without sponsorship.

If you are interested in this position and can demonstrate that you meet or exceed the requirements defined in the job description, please include #GOBRAIN in the top right corner of your resume and then complete your online application by clicking “Apply Now” and following the prompts.

The successful candidate to this role will be asked to complete background checks, which may include criminal, credit, employment and/or educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable background check.

We would like to thank everyone who submits an application. Due to the volume that we receive, only those candidates selected for interviews will be contacted.

Other details

• Job Family:  Customer Care
• Pay Type:  Salary

Please click here to apply.