POSITION: Director of Service
FULL-TIME/PART-TIME: Full Time
LOCATION: Dublin, OH
React Health is a fast-paced, growth-driven manufacturer and distributor of medical equipment, dedicated to supporting patients, caregivers, physicians, and healthcare providers. With a focus on respiratory and sleep health sectors, we offer a comprehensive range of products and services across acute care, non-acute care, and home medical equipment. By integrating manufacturing and distribution, React Health addresses the needs of both undiagnosed individuals and those requiring therapy after diagnosis, particularly within the sleep and respiratory care sectors.
GENERAL SUMMARY
The Director of Service is a highly technical, business-minded leader responsible for overseeing all aspects of post-market product performance, repair operations, and service network management. This role drives end-to-end accountability for the Service P&L, leads a network of internal service technicians and engineers, and manages relationships with independent repair centers (IRCs) to ensure that products in need of service are handled with speed, quality, and regulatory compliance. The Director partners cross-functionally to identify root causes, drive continuous improvement, and enhance the quality and reliability of all fielded products.
QUALIFICATIONS
- Bachelor’s degree required. Degree in engineering, biotech, life sciences, or quality is preferred.
- At least 6 years of experience in Service Management in a manufacturing, preferably medical device, aerospace or highly regulated industry including FDA, CFR and ISO compliance
- Strong working knowledge of FDA Quality System Regulation (21 CFR Part 820), ISO 13485, complaint handling, CAPA, post-market surveillance, risk management, and medical device reporting requirements.
- Demonstrated experience utilizing field performance, complaint, service, and reliability data to drive product quality improvements and regulatory compliance.
- Strong business acumen with demonstrated experience managing budgets, analyzing financial performance, developing business cases, and utilizing operational metrics to drive profitability, efficiency, and strategic decision-making
- Demonstrated experience owning and managing a Service P&L, including revenue forecasting, cost management, margin analysis, and profitability improvement.
- Experience establishing, contracting, and managing independent repair center (IRC) networks, including performance oversight, quality auditing, and compliance management.
- Lean or Six Sigma expert; or ability to demonstrate strong foundation in process improvement fundamentals
- Must have proven ability to lead a diverse team of technicians and engineers.
- Must be able to demonstrate strong organizational and managerial skills.
- Strong computer/technical aptitude.
Preferred Education
- Master’s degree in relevant field of science (e.g., bioengineering degree for a bioengineering company) is preferred.
Preferred Experience
- Excellent attention to detail and project management skills.
- Excellent written/oral communication skills required. Must be able to work effectively with diverse groups of people.
Physical Demands
- Requires normal visual acuity and hearing.
- Typically, employees sit comfortably to do their work, interspersed by brief periods of standing, walking, bending, carrying papers and books, and extensive periods requiring the use of computer terminals to accomplish work objectives.
- Required to sit and use their hands and fingers to handle or feel and manipulate keys on a keyboard.
- Additional skills may be required to perform additional task(s) specific to work location, department or line of business.
Working Conditions
- Predominantly operates in an office environment.
- Some work (less than 5%) requires moving and lifting of heavy networking equipment.
- Periodic travel required to visit independent repair centers and field service locations.
DUTIES AND ESSENTIAL FUNCTIONS
Each Employee consistently demonstrates the following essential functions:
Service Operations Leadership
- Serve as the operational owner of post-market product performance monitoring, providing leadership in service trending, field reliability analysis, and continuous improvement initiatives arising from field performance data.
- Own the collection, analysis, and reporting of service records, warranty claims, and customer feedback, ensuring timely identification and escalation of quality, reliability, safety, and regulatory compliance risks.
- Develop, monitor, and report product reliability, service, and warranty performance metrics to support Management Review, executive decision-making, and continuous improvement initiatives.
- Direct Service-related activities in conjunction with Manufacturing, Engineering, Supply Chain, Sales, and any other department or function that affects the quality of the organization’s goods or services.
Service P&L Definition and Management
- Define, own, and manage the Service P&L, including all revenue streams (warranty, out-of-warranty, service contracts, IRC billings) and cost drivers (labor, parts, logistics, third-party fees).
- Develop annual service budgets and multi-year financial plans in coordination with Finance and the COO, establishing clear targets for service revenue, gross margin, and cost-to-serve.
- Monitor monthly P&L performance, analyze variances, and implement corrective actions to achieve financial targets.
- Lead service pricing strategy, including warranty program pricing, time-and-material rates, service contract offerings, and IRC reimbursement structures.
- Establish and manage warranty reserve calculations and coordinate with Finance to ensure accurate accruals and reporting.
- Develop business cases for service investments, headcount additions, IRC expansions, and infrastructure improvements, presenting recommendations to senior leadership.
- Identify and pursue opportunities to grow service revenue and improve profitability through improved attach rates, contract renewals, and cost reduction initiatives.
Independent Repair Center (IRC) Network Management
- Define the strategy for the IRC network, including geographic footprint, capacity planning, and scope of authorized repair activities.
- Identify, qualify, onboard, and contract with independent repair centers, ensuring alignment with React Health’s quality, regulatory, and commercial requirements.
- Establish IRC performance standards, service level agreements (SLAs), and key performance indicators (KPIs), and conduct regular business reviews to drive accountability.
- Develop and maintain IRC training programs, repair documentation, and tooling/equipment requirements to ensure consistent quality and regulatory compliance across all authorized repair sites.
- Conduct periodic quality audits of IRC facilities and practices; lead corrective action processes when deficiencies are identified.
- Manage IRC financial relationships, including negotiating reimbursement rates, monitoring invoicing accuracy, and optimizing cost-to-serve across the IRC network.
- Serve as the primary point of escalation for IRC quality, compliance, or performance issues.
- Ensure all IRCs operate in compliance with applicable regulatory requirements (FDA, ISO 13485) and React Health’s quality system standards.
Team Leadership & Compliance
- Establish policy and provide oversight for staffing, training, and supervision of Service team members. Assist direct reports in the recruitment and training of personnel.
- Partner with senior management including Quality, Engineering, Manufacturing, and Operations to establish strategic plans, identify responsibilities, and organize schedules for the support and ongoing management of products in the field.
- Develop and review standards, policies, and procedures for all functions and departments involved with or related to the Service and Repair of all products.
- Exercise ultimate authority and decision-making over final disposition of any product repair, accepting responsibility for products, tools, partners, and processes remaining in compliance with all regulatory and company standards after repair.
- Receive and review customer satisfaction surveys, contacts, and complaints; review complaint trends and product/component failure analysis; review corrective actions with appropriate personnel.
- Periodically inspect completed repair control checklists, forms, and other documents; randomly inspect and verify repair control checks for conformance to prescribed standards.
- Schedule and perform service audits and report findings to the CEO and other division leaders; develop corrective action plans and ensure timely resolution of findings.
- Prepare reports and other documentation required by regulatory agencies and to support the service function.
- Manage 3rd party suppliers related to execution of service work.
- Attend and participate in departmental meetings, seminars, and training sessions necessary to maintain appropriate level of professional competence.
- Ensure all department compliance guidelines are met.
- Provide customer-focused interactions and perform all duties necessary for the department per department policies and procedures.
- Perform other duties and responsibilities as delegated by the supervisor within the scope of practice and the responsibilities in the department.
Reasonable accommodations may be made to accommodate individuals with disabilities to perform the basic functions of the position without compromising client care. React Health is an Equal Opportunity/Affirmative Action Employer and is committed to providing a drug-free workplace. We are an Equal-Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
