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Director, Global Service & Support Operations
Director, Global Service & Support OperationsMirion Technologies (Canberra BNLS) NV • Melbourne, FL, US
Director, Global Service & Support Operations

Director, Global Service & Support Operations

Mirion Technologies (Canberra BNLS) NV • Melbourne, FL, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

Key ResponsibilitiesStrategic 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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