Job Description

Job description

The Senior Director, Service is a senior leadership role responsible for overseeing and directing all field service operations across the organization, including the management and supervision of other directors and senior service leaders. This role ensures that all service activities—such as onsite installations, preventative maintenance, technical support, repairs, and customer service—are executed at the highest standards of quality, efficiency, and customer satisfaction. The Senior Director, Service will be a key contributor to strategic planning, policy development, and operational excellence, collaborating across departments to ensure seamless service delivery and alignment with company goals.

Key Duties

ESSENTIAL DUTIES & RESPONSIBILITIES: (Additional duties may be assigned)

• Lead, mentor, and supervise a team of Directors and Coordinator Managers overseeing regional and national service operations.

• Provide leadership and guidance to Field Service Coordinator Managers, ensuring efficient scheduling, resource allocation, and customer service support across all service teams.

• Develop and implement strategic initiatives and long-term plans to elevate the service organization, align with company growth, and exceed customer expectations.

• Responsible for managing the Profit and Loss (P&L) statement, ensuring financial targets are met through effective budgeting, cost control, and revenue generation strategies

• Establish and enforce company-wide service policies, procedures, and best practices, ensuring consistent and high-quality service delivery across all regions and teams.

• Oversee field and depot service operations, including installation, troubleshooting, maintenance, repairs, and technical support for a wide range of company products and equipment.

• Collaborate with senior leadership to develop annual budgets, set departmental goals, and manage performance to meet financial and operational targets.

• Ensure effective contract management and adherence to service level agreements (SLAs) and customer commitments.

• Drive interdepartmental collaboration among Service, Sales, Engineering, Operations, Customer Support, and other key teams to address customer needs and resolve issues effectively.

• Analyze service operations, performance metrics, and customer feedback to identify trends, address challenges, and implement process improvements.

• Lead company-wide initiatives related to service quality, customer satisfaction, efficiency, and cost control.

• Foster a culture of accountability, ownership, and pride in service teams, ensuring consistent focus on quality and customer care.

• Develop and oversee comprehensive training and development programs to elevate technical and customer service competencies across all levels of the service organization.

• Ensure proper usage and compliance with Service Management/CRM systems, promoting accurate and timely documentation of service activities.

• Oversee inventory and depot management processes to ensure products and parts are properly maintained, packaged, and shipped to meet service demands.

• Monitor service-related commissions, warranties, and financial incentives to ensure accurate and timely processing.

• Act as the senior escalation point for complex customer and service issues, working cross functionally to deliver resolutions that protect company interests and ensure customer satisfaction

SUPERVISORY RESPONSIBILITIES:

• Recruits, interviews, hires, and trains management-level staff in the department. • Oversees the daily workflow of the department.

• Provides constructive and timely performance evaluations.

• Handles discipline and termination of employees in accordance with company policy.

QUALIFICATIONS:

• Education: Bachelor's degree in Business, Engineering, Operations Management, or related field; Master’s degree preferred. Equivalent relevant work experience will be considered.

• Experience: Minimum of 10+ years in field service or operations leadership roles, with 7+ years managing other directors or senior-level leaders.

• Leadership: Exceptional leadership skills with proven success in developing and managing high-performing, multi-tiered service teams across broad geographic areas.

• Strategic Thinking: Ability to develop and implement company-wide service strategies aligned with business goals.

• Customer Focus: Strong commitment to delivering exceptional service and fostering customer relationships.

• Operational Excellence: Expertise in service delivery optimization, cost containment, and quality improvement initiatives.

• Cross-Functional Collaboration: Demonstrated ability to work across departments (Sales, Engineering, Manufacturing, Customer Service) to ensure cohesive operations and customer support.

• Financial Acumen: Strong budgeting, forecasting, and financial management experience, with the ability to manage large service budgets effectively.

• Ability to travel up to 50% nationally to oversee field operations, visit service teams, and meet with customers as needed.

• Other duties as assigned COMPUTER SKILLS:  Technology: Advanced proficiency with Microsoft Office Suite and service

If you are a skilled Trainer with a passion for medical technology, we invite you to apply and contribute to our commitment to superior customer support and product innovation.

Advancing Eyecare is a partnership of leaders in the Eyecare instrumentation marketplace established to offer the best products and service solutions in the ophthalmic equipment industry. Currently comprised of Marco Ophthalmic, Lombart Instrument, Enhanced Medical Services (EMS), INNOVA Medical, Santinelli International, Veatch Ophthalmic, and Eyefficient. The combined scope of the organization has the broadest product portfolio, the most knowledgeable people, and the most reliable localized service in the industry.

Advancing Eyecare is an equal opportunity employer. We are committed to fostering a diverse, equitable, and inclusive workplace where our team members feel valued, respected, and supported. We understand that diverse backgrounds, abilities, and experiences will continue to strengthen our business. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience

Job Type: Full-time

Pay: From $150,000 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Salary

Experience level:

• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Technical Training: 3-5 years (Required)

Ability to Commute:

• 50% Travel

Work Location:

On-Site and Remote

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