Director of Service bei PartsSource

Title: Director of Service

Location Preferences: TBD

PartsSource is the leading B2B e-commerce marketplace for US healthcare, helping healthcare providers to automate the purchasing of MedTech repair parts and services through a modern procurement experience while driving improved cost, quality, and reliability throughout the healthcare supply chain. We are growing rapidly as providers shift their purchasing toward e-commerce and away from manual processes. We are uniquely positioned to address key challenges impacting mission-critical operations related to rising input costs, skill shortages, and supply chain disruptions. Bain Capital’s 2021 investment in PartsSource further propels us to realize our Vision: Ensure the quality, safety, and availability of mission-critical assets to improve health outcomes.

The Director of Service is responsible for leading and evolving the service delivery function across RSTI, ensuring a seamless, customer-focused experience. This position requires a results-oriented leader who can drive operational excellence, build cross-functional collaboration, and elevate customer engagement across field and support teams. The Director will lead with clarity, urgency, and accountability to scale service performance and enhance customer satisfaction.

This role requires a dynamic leader with strong business acumen, the ability to inspire teams, and the capability to implement scalable processes that improve quality, responsiveness, and customer confidence.

PRIMARY RESPONSIBILITIES

Customer Engagement & Communication

• Champion real-time, proactive customer communication across all service touchpoints.
• Serve as the senior point of contact for service delivery with key customers, ensuring service commitments, SLAs, and KPIs are met or exceeded.
• Lead regular business reviews with clients in collaboration with Sales and Account Management to strengthen relationships and identify service opportunities.
• Ensure alignment between customer expectations and internal execution.

Leadership & People Development

• Lead, coach, and mentor a high-performing team of Field Service Engineers (FSEs), Service Coordinators, and third-party service providers.
• Foster a culture of teamwork, accountability, and continuous learning across the service team.
• Establish clear performance expectations and development plans for individuals and teams.
• Build and scale leadership capabilities within the service organization to support business growth.

Operational Execution & Improvement

• Drive service performance through KPI management, workflow optimization, and timely execution of deliverables.
• Develop and implement standardized processes, escalation procedures, and service protocols that enhance efficiency, communication, and customer confidence.
• Oversee scheduling, resource allocation, and service prioritization to maximize responsiveness and productivity.
• Ensure accurate and timely service documentation and reporting through SAP and other tools.

Strategic Collaboration & Alignment

• Partner with Sales, Technical Support, Training, and Operations teams to create a seamless customer experience and support commercial growth objectives.
• Lead service integration for new customer onboarding and territory expansion.
• Support the development and rollout of technology platforms, dashboards, and communication tools that enhance transparency and service visibility.

Compliance & Quality Assurance

• Ensure adherence to ISO and healthcare compliance standards, including Joint Commission, CMS, FDA and others where applicable.
• Implement quality assurance practices and corrective action plans to continuously improve service delivery.
• Identify and implement tools and technologies that support safety, compliance, and performance goals.

QUALIFICATIONS

• Bachelor’s degree required; advanced certifications (CHTM, CRES, PMP) preferred.
• Minimum 10 years of progressive experience in diagnostic imaging or healthcare service operations.
• Proven leadership experience in managing high-performing, geographically distributed service teams.
• Strong operational acumen with the ability to lead transformation, optimize processes, and scale capabilities.
• Demonstrated experience in customer relationship management, including business reviews and executive-level communication.
• Proficiency with service operations software (SAP preferred) and service KPI tracking.
• Knowledge of healthcare regulatory requirements and industry best practices.
• Up to 30% travel expected.

KEY COMPETENCIES

• Strategic Thinking: Aligns service strategy with business goals and customer expectations.
• Leadership: Inspires performance, builds strong teams, and leads with integrity and urgency.
• Customer Focus: Builds trust and loyalty through responsive, solution-oriented service delivery.
• Collaboration: Effectively partners across functions to deliver coordinated and impactful results.
• Communication: Clearly and confidently engages with both internal teams and external customers.
• Execution Excellence: Sets clear goals, tracks metrics, and drives high-quality outcomes.