Director, Global Service

General Accountability

The Director, Global Service is responsible for establishing and leading the global service infrastructure to support product installations, technical support, and lifecycle service operations. This role develops the service framework, documentation, and processes required to support operations across North America, Europe, and Asia.

The Director ensures that internal and external customer expectations are met through the consistent delivery of high-quality service. The role focuses on building scalable service processes, improving service reliability, tracking operational performance, and ensuring service delivery is timely, efficient, and aligned with business objectives. The position also contributes to service strategy, operational performance, and organic growth through strong cross-functional collaboration.

Duties & Responsibilities

Service Strategy and Infrastructure

• Establish and develop the global service infrastructure, including documentation, processes, and operational standards supporting installations, troubleshooting, and ongoing operations.


• Define and implement service strategies that ensure consistent, high-quality support across global markets.


• Develop scalable service processes to support growth while maintaining operational efficiency and service reliability.

Operational Leadership

• Provide technical leadership and support to the Field Service Engineering team and third-party service providers supporting TACT and commercial customer sites.

• Oversee the scheduling and deployment of service resources, ensuring alignment with SLAs, technician availability, and skill requirements.


• Lead service planning and scheduling activities, including weekly meetings to coordinate installations and support activities.


• Manage work orders and service requests to ensure timely execution and resolution.

Service Quality and Continuous Improvement

• Identify and address service reliability issues, implementing corrective actions through NCR or CAPA processes when required.


• Monitor and analyze service performance metrics and operational KPIs, taking corrective action where performance falls outside defined thresholds.


• Execute preventative maintenance strategies to improve product reliability and reduce operational costs.

Third-Party Service Management

• Manage external service providers, including onboarding, training, and performance management.


• Establish and monitor KPIs related to service delivery, response times, and spare parts usage.

Cross-Functional Collaboration

• Partner with clinical, engineering, and commercial teams to support installations, service agreements, and customer support activities.


• Provide input during product development to ensure product designs support serviceability, testing, and field support requirements.


• Work closely with technical and clinical teams to resolve customer issues and ensure appropriate service resources are deployed.

Customer Support and Field Engagement

• Travel as needed to support complex technical issues, training initiatives, and system upgrades.


• Serve as a subject matter expert for all company products and service procedures.


• Escalate complex technical issues to engineering teams as required.
  
  

Education

Bachelor’s degree in engineering, business, or a related discipline required.

Key Attributes

• 7+ years of experience in service operations within the medical device or similar regulated industry, including leadership responsibility.


• Experience in service operations of medical imaging systems, specifically MRI, is an asset.


• Demonstrated experience managing field service teams and third-party service providers.


• Strong understanding of electronics, mechatronic systems, and related software/firmware environments.


• Proven ability to develop service processes, manage operational metrics, and drive service performance improvements.


• Strong leadership and stakeholder management skills with the ability to coordinate across technical, clinical, and commercial teams.


• Strong troubleshooting and problem-solving capabilities.


• Ability to manage multiple priorities in a fast-paced environment while maintaining high service standards.


• Results-oriented with a strong focus on customer satisfaction and operational excellence.


• Ability to travel up to 50%.

We thank you for your interest in Profound Medical. Please note only candidates that are short-listed will be contacted.

The expected base salary range for this role is $153,000 - $175,000 CAD. Actual compensation will be determined based on experience, qualifications, and job-related factors. This role may also be eligible for participation in the company’s benefits programs, such as a group RRSP and medical benefits paid by the employer.

We strive to promote diversity and equal opportunity in the workplace and encourage applications from all qualified individuals, including those with disabilities. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require.