Director, North America Field Service Operations

Job Description

Director, Field Service Operations North America

ORGANIZATION: KCI       DEPARTMENT: North America Field Service       REPORTS TO: VP – NA Field Service


FT or PT:  FT                                       JOB PROFILE:   Field Service Sr. Mgmt. I                                UPDATED: 5/1/2019       

Job Summary:

Leads and manages centralized operations support teams responsible for the following functions:

  • Field Service Metrics, Analytics & Reporting (field and central)
  • Field Service Inventory Planning, Coordination and Redistribution
  • Field Service Product Support
  • Field  Service Safety / Compliance
  • Field  Service Training & Communications
  • Coordinates with Strategic Sourcing on U.S. Service Facilities / Vehicles

    Responsible for ensuring all Service employees are properly trained and that all centers / vehicles comply with laws and legal requirements while meeting internal audit standards.  Ensures customer product questions are addressed and managed in a timely fashion.  Supports new product / retrofit launches and drives improvements on existing product care and maintenance functions.  Leads all Service reporting and analytics functions.  Oversees Field service quality processes to ensure outcomes in compliance to KCI quality standards.

Principle Responsibilities: (essential job duties and responsibilities)

  • Service Compliance, Safety & Policies
    • Ensures KCI facilities meet the minimum Regulatory and Quality requirements for health care compliance
    • Partners with Field Service leadership to implement programs / practices with appropriate measurements and goals to ensure Service Centers are operated and maintained in accordance with the Service Quality Manual
    • Partners with internal audit and monitors performance of facilities against internal audit compliance standards
    • Ensures strategy execution for field safety for 100+ operating locations, including management of field / driver safety initiatives and programs, complying with required standards
    • Ensures prompt engagement on retrofit and recall procedures for Field Service covering products and disposables
    • Conform to, support and enforce all Company policies and procedures
  • Service Inventory Planning, Coordination and Support
    • Ensures Centralized Inventory planning functions provide accurate distribution of devices, disposables and spare parts for  availablity across the service network in support of Field Service objectives
    • Engages and partners with Franchise and commercial organizations on new product launches to support meeting commercial access objectives
    • Fosters Partnership with Technical repair to coordinate and execute priorities for inventory support needs in Field Service
    • Ensures prompt engagement on retrofit and recall procedures for Field Service covering products and disposables
    • Establishes, aligns and maintains Rental Medical Equipment capital build plan in line with commercial forecast objectives.  Ensures appropriate signals are communicated to Planning and Inventory control functions appropriately.
    • Coordinates execution of product life cycle stages within Field service.
  • Service Training & Field Communications
    • Oversees the development and implementation of training strategy for the Field Service
    • Oversees the development of new product training protocols, plans and methodology
    • Oversee development and implementation of key communication activities for Service Center infrastructure to include Business Continuity Planning, toolbox reporting, field messaging, Webcasts, informational newsletter, regulatory and quality postings
    • Partner with the Service leadership team and lead the development  & delivery of the annual Service meeting with a focus on setting direction and influencing the annual strategy for employees and program development to meet specific objectives and goals.
    • Partners with Field Leadership to manage field recognitions program for 600+ team members
  • U.S. Facilities & Vehicles Coordination
    • Partners with Strategic Sourcing to manage Field Service locations including sizing of facilities, build outs needs, moves, leases, closures and maintenance issues
    • Partners with Strategic Sourcing to manage Field Service vehicle needs including determining the right number and type, retirement and re-order process and vehicle design / build-out needs
  • Metrics, Analytics & Reporting
    • Defines and Leads operational analysis as needed to support various projects / initiatives, including support of Field and Corporate leaders in Service,  Franchise and Strategic Sourcing teams
    • Defines and maintains standard set of core operational reports and metrics needed to operate Service support functions
    • Oversees development of tools to create required reports on a regular basis for supported functions
    • Partners with Finance to incorporate relevant financial metrics / reporting variables into established operational reporting deliverables
    • Partners with Technical Repair / Technical Support to provide operations quality data support around product performance (i.e. product failures rates and servicing cost)
  • Field Service IT Liaison
    • Represents Operations during IT meetings to ensure that IT needs for Service are properly aligned with key business initiatives; includes coordination of requests for IT work, testing and validation support
  • General
    • Acts as Field Service SME for system work or issues relating to Genesis, ServiceMax, Oracle and other required devices;
    • Acts as the Field Service partner supporting global product commercialization
    • Provides guidance and support for the application of corporate operational and strategic projects
    • Provides periodic business reviews to the Vice President – NA Field Service
    • Participates in any and all reasonable work activities deemed appropriate and assigned by management

      Skills and Experiences:

  • Experience managing, motivating and influencing team members (exempt and non-exempt)
  • Experience managing remote and local team members
  • Experience with budget ownership responsibilities that include budget development, monitoring & adjusting to maintain costs within departmental and company objectives
  • Advanced proficiency with a variety of computer applications including MS Office, including Visio, Project and Oracle ERP systems
  • Excellent problem solving skills
  • Excellent cross-functional partnership skills
  • Ability to multitask


Core Competencies

  • Driving Execution
  • Aligning Performance for Success
  • Delegation and Empowerment
  • Building Partnerships
  • Influencing
  • Facilitating Change
  • Inspiring Others
  • Safety Advocacy

Secondary Competencies

  • Creating a culture of Trust
  • Creating an Inclusive Environment
  • Building Networks
  • Building Talent
  • Selecting Talent Knowledge
  • Global Perspectives
  • Coaching

Core Values

  • Customer First
  • Integrity
  • A Will to Win
  • One Acelity

Minimum Qualifications:

  • 10+ years of Operations-related management experience including Logistics or Service
  • Six Sigma / Lean certification / experience
  • Superior people and project management skills, including planning, organizational skills and ability to motivate, coach, counsel, train and direct various teams
  • Capable of deep strategic thinking with very strong quantitative and qualitative analytical abilities with creative problem solving skill set
  • Must have excellent analytical business and financial skills including extensive process management skills
  • Ability to organize and prioritize multiple projects / initiatives simultaneously
  • Demonstrated skills in written and oral communication, including higher level corporate presentations and group facilitation
  • Strong knowledge of government and legal regulation at the state and federal level, ideally including familiarity with Field safety and compliance standards particular to the medical device industry
  • Must present a positive image of Acelity through adherence to company policies, maintaining confidentiality and discretion in business dealings
  • Up to 25% travel

    Preferred Qualifications:

  • MBA from a respected / recognized business program
  • Familiarization with medical device products a plus
  • Experience with multi-site management / interaction


  • Bachelors Degree in Business Administration, Logistics, Operations Management or other related field

The information listed above is not a comprehensive list of all duties/responsibilities performed.

This job description is not an employment agreement or contract.  Management has the exclusive right to alter this job description at any time without notice

The information listed above is not a comprehensive list of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. Any physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EOE AA M/F/Vet/Disability: Acelity L.P. Inc. and its subsidiaries are an equal opportunity and affirmative action employer and give consideration for employment to qualified applicants without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, veteran status, or genetic information or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please click here: VEVRAA Federal Contractor