Mopec

Compensation

Full Description

Mopec is a leader in empowering pathology and anatomy professionals with the leading platform of products and solutions for the advancement of diagnostic accuracy, safety, research and the treatment of disease. Our team works together to earn the right to be the only logical choice for pathology and anatomy professionals spanning the entire pathology continuum. Being a part of the Mopec team means you are contributing to the advancement of diagnostic accuracy, safety, research, education, and the treatment of disease. Mopec is currently searching for a Director of Service. Position Summary The Director of Service is a senior leadership role responsible for overseeing and optimizing all facets of service delivery within the organization. This leader ensures the seamless integration and performance of both internal and external resources, guiding the company's service operations to deliver exceptional customer satisfaction, operational excellence, and business growth. Key Responsibilities • Field Service Management: Direct the activities and performance of internal field engineers, ensuring prompt, high-quality service. Develop training plans to enhance field engineers’ technical expertise and customer service skills. Implement and track key performance indicators (KPIs) for field teams, ensuring service standards and safety protocols are met. • Vendor Contract Service Management: Oversee selection, negotiation, and administration of service contracts with external vendors. Monitor vendor performance, ensuring compliance with service level agreements (SLAs) and addressing any escalations. • Installation Engineers Management: Supervise installation engineering teams responsible for installing new equipment, systems, or solutions. Ensure installations adhere to project schedules, specifications, regulatory requirements, and quality standards. Drive continuous improvement in installation processes to reduce project timelines and enhance reliability. • Technical Support Team Management: Lead and mentor the technical support team providing remote support to clients. Develop troubleshooting protocols, escalation procedures, and ensure issues are resolved efficiently for optimal client satisfaction. Analyze support trends to identify areas for process improvement or additional training. • Service Scheduling Management: Oversee scheduling of service resources, ensuring optimal deployment and coverage. Coordinate with sales, operations, and customer teams to align service schedules with client needs and project timelines. Leverage scheduling tools and analytics to maximize productivity and minimize downtime or service interruptions. • Budget Management: Develop and oversee the service budget, ensuring optimal allocation of resources and return on investment. Track expenses and make recommendations for cost-saving strategies without sacrificing service quality. • Stakeholder Engagement: Consult with internal teams (Sales, Product Development, Quality, Customer Service) and external agencies to ensure alignment and effective communication. • Reporting & Analysis: Prepare detailed reports on service performance, presenting insights and actionable recommendations to stakeholders. Use data-driven approaches to continuously refine strategies and measure success against KPIs. Required Qualifications • MBA or master’s degree in: Engineering, Business Administration, or a related field. • 7+ years’ experience in service management, technical support, or related roles • Strong background in managing vendor contracts, technical teams, and project delivery. • Excellent analytical, organizational, leadership, and communication skills. • Knowledge of relevant industry standards, best practices, and regulatory requirements. • Proficiency in scheduling software, CRM, and service management platforms. Desirable Attributes • Strategic thinker with strong operational execution. • Proven team builder and mentor. • Customer-centric approach with a dedication to quality service. • Effective negotiator and relationship manager. • Ability to prioritize and manage multiple projects simultaneously.