Director, Operations (Canada) Jobs

Company Overview:

At PENTAX Medical we put our customers at the center of everything we do and strive to differentiate ourselves as a medical device company that delivers a remarkable customer experience. We accomplish this by ensuring that we deliver on our brand promise to each and every customer. This promise includes a commitment to developing a holistic understanding of their needs and challenges, being agile and flexible in our response to those needs, being dedicated to their success and ensuring that we connect them to a community of experts to share best practices and solutions. All this while advancing our mission to improve the standard of patient care and quality of healthcare delivery by providing the best endoscopic products and services with a focus on quality, clinically relevant innovation and simplicity.

We are committed to working with our employees to create positive, challenging and fulfilling careers. We believe that our employees are our greatest strength and enable us to deliver unmatched service and satisfaction to our customers.

Job Summary

This position will be responsible for aligning the company’s service and operational functions to better meet customer needs. Achievement of this goal will require skills in planning, process management and implementation in an efficient and strategic way. This position’s primary responsibility is ensuring organizational effectiveness with respect to the ‘customer experience’ by providing leadership for the organization’s operations, technical service, and customer service departments. The Director, Operations is a member of the Executive Committee, and will provide direct leadership to approximately five Managers/Supervisors. With a direct reporting line to the General Manager, the Director, Operations will also have a dotted line reporting to the VP Global Service.

Main Duties And Responsibilities

• Develop annual budget and makes necessary operational plans to achieve targets.
• Review performance data to measure productivity and goal achievement of the Service group and determine areas needing training and improvements.
• Develop strategic actions based on inputs from local sales management, customer requirements and regional/global service initiatives.
• Lead implementation and measurement to improve service performance metrics.
• Interact with customers at a technical level, as required; acts as technical consultant for complex troubleshooting or equipment issues.
• Create and implement strategy for the Service business in Canada to exceed targets.
• Lead all aspects of the Managed Equipment Services program (Total Endo).
• Monitor service centers to deliver products and repairs on time, maintain the corporate quality objectives, and assure the maintenance of accurate client and service records.
• Follow and develop operations procedures (as needed) to ensure timely resolution of escalated issues.
• Manage top line and bottom-line revenue related to Repair Service.
• Responsible for oversight of customer service and advancing a customer centric culture.
• Provide leadership and direction to the following key functional areas: Repair Service, Quality Control and Compliance, Customer Service, Customer Experience, Inventory, and Warehouse to ensure the business maintains high levels of customer care by delivering the best value to our customers.
• Ensure close collaboration with the Sales organization:
• Improve the organizational and operational process to optimize support functions.
• Set goals and metrics for PCI Service to drive improvement in customer service, profitability, and employee engagement.
• Support the training, development and tactical plan implementation of the Customer Experience Representatives
• Oversee inventory level and management systems for service parts.
• Support Global Service initiatives through collaboration with regional service leads and VP Global Service.
• Oversee demo and loaner utilization.

Qualifications – Education, Experience, Skills And Expertise

• Ability to think strategically and technically
• University degree, or post-secondary education plus 10 year’s working experience in a related discipline
• 3 years of people management experience
• Efficiently toggle between high level strategy and tactical execution of the plan
• Preferably experience running a medical repair facility, or at minimum, experience in the medical device and/or capital equipment industry
• Excellent organizational, troubleshooting, and analytical skills
• Excellent written and verbal communication skills
• Ability to effectively prioritize workload
• Strong customer focus in every aspect of the job, including ability to work directly with key customers in a technical capacity
• Minimum of 5 years of experience managing Service or Operations