Director of Service Operations - ForTec Medical

ForTec Medical is an industry leader dedicated to improving patient health by delivering innovative surgical technologies to our healthcare customers on demand. Our dedicated team provides service excellence, and we take pride in what we do each and every day. ForTec’s commitment to excellence, integrity, and positive culture defines our organization. These core values and our entrepreneurial spirit are the foundation of ForTec.

We are seeking a Director of Service Operations based out of our Corporate Office in Hudson, Ohio, to provide strategic leadership in shaping field service policies, optimizing service delivery, and driving initiatives that enhance value for both ForTec's internal and external customers. Essential functions of this position include:

• Lead and develop Service Operations teams to ensure exceptional customer service and operational efficiency, including overseeing the Field Service candidate selection, training and development, and performance management.
• Drive daily Service Team operations to achieve service objectives and enhance customer experiences.
• Develop and deploy a strategic Service Operations plan aligned with company goals to enhance service delivery and maximize equipment uptime and reliability.
• Identify and implement an organization-wide strategic Service plan that aligns with company goals and develop a KPI reporting process to identify areas or locations that need improvement.
• Establish and achieve service revenue and expense targets that are in line with ForTec’s overall growth strategy.
• Drive continuous improvement initiatives and identify opportunities for efficiency gains, cost reduction, and enhanced service quality.    
• Develop and maintain a fleet replacement strategy based on specific utilization, life cycle costs, maintenance history and field performance. 
• Develop and execute an organization-wide strategic Fleet Management plan aligned with company objectives, to include a KPI reporting system to monitor performance and identify areas or locations requiring improvement.
• Conduct annual fleet planning meetings to establish fleet and equipment needs, requirements, and functionality to support current and future business activities. 
• Manage vendor relationships, ensuring high-quality service and compliance with agreements.
• Conduct team meetings to communicate objectives, provide feedback, and track performance.
• Report regularly to senior management on key performance metrics and areas for improvement.

• Bachelor’s degree required in a technical field or Business degree with substantial technical experience.
• Minimum 5 years’ experience leading field service operations. 
• Previous leadership experience developing a successful team in a highly collaborative environment.
• Demonstrated success in leading staff and teams, developing and executing plans to achieve common goals, creating a positive and productive work environment, and coaching and developing staff.
• Ability to analyze complex problems, identify solutions and provide decision making leadership to effectively influence others.   
• Strong collaboration skills with proven ability to drive results through others.
• Strong interpersonal, verbal, and written communication skills.
• Strong knowledge of Microsoft office applications required.
• Proficient in process improvement methodologies (lean, six sigma, TQM, PDCA). 
• Ability to travel based on business needs – up to 25%.

Our continued growth and success have allowed us to provide exciting career opportunities for passionate, customer-focused, and highly motivated individuals. We provide our employees with a generous benefits package, including:

• Competitive compensation package
• 401(k) plan with generous company match; Annual Profit-Sharing opportunity
• Medical, dental, vision, disability, and life insurance plan options
• Free Teladoc Health Account
• Generous Paid Time Off (PTO)
• Company Paid Holidays
• Health and Wellness Rewards Program
• Employee Referral Bonuses
• Service Milestone Awards

Join ForTec Medical – make YOUR impact today!

The Company is an equal opportunity employer. As such, we provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, citizenship, ethnicity, national origin, age, disability, pregnancy, genetic information, sexual orientation, status as a member of the United States armed forces, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.