National Director Technical Support Operations

National Director of Technical Support Operations

Position Summary

The National Director of Technical Support Services Operations provides strategic leadership, operational and reporting support for Clinical Engineering Services nationally. This role is responsible for ensuring high-quality service delivery, technical team development, and operational efficiency across the company. The National Director collaborates with national, divisional, and local leaders to align service operations with business goals and customer expectations.

Key Responsibilities

• Provide technical support to National Account Customers and support company sales & operations teams with service delivery initiatives.

• Provide technical support review and planning for Manufacturer / OEM initiatives.

• Provide technical review and pricing support for new & renewal B360 Program initiatives.

• Support Divisional Clinical Engineering Leadership with reporting and planning to ensure successful service delivery across divisions

• Lead and manage national technical support operations, ensuring alignment with organizational goals and service excellence.

• Provide B360 Program review and auditing for identified top programs to ensure proper service delivery, metric and outside auditing compliance.

• Oversight of company Modality Technical Training Program to review and implement service strategies to ensure company has right level of skilled technicians to support the business and create opportunities for technician development & career growth within the organization, while also providing company the ability to self-perform service tasks.

• Oversee billing operation for CE programs through the Biomed Program Support team, drive accuracy through automation and auditing processes while ensuring SOX compliance.

• Oversee the performance of technical support teams across all service centers, ensuring optimal staffing, training, and productivity.

• Ensure compliance with ISO 13485, DNV, the Joint Commission standards and other regulatory requirements across all technical operations.

• Drive continuous improvement in service quality, operational efficiency, and customer satisfaction.

• Collaborate with cross-functional leaders to support business growth, contract management, and margin optimization.

• Develop and implement strategies for employee development, technical training, and career progression.

• Monitor and report on key performance indicators, financial metrics, and operational outcomes.

• Maintain a strong focus on safety, quality, and compliance in all technical support activities.

• Provide leadership and support for Agiliti TMDE Program by managing vendor relationships and identifying gaps with test equipment available to perform service verification testing

• Travel nationally as required to support operations, team development, and customer engagement.

Qualifications

• Bachelor's degree in Electronics, Biomedical Engineering, or related field (or equivalent military experience).

• Minimum of 10 years of experience managing technical service teams in healthcare or related industries.

• Strong knowledge of hospital operations, medical equipment preventive maintenance, repair, and handling experience, and healthcare service environments.

• Ability to read and understand technical manuals and electronic/pneumatic schematics.

• Experience with ISO 13485 implementation and maintenance.

• Extensive experience supporting Computerized Maintenance Management Systems with experience in data design and reporting

• Experience with DNV and the Joint Commission regulatory requirements and auditing practices

• Experience with service program development and implementation for an IDN, ISO, or Manufacture Organization

• Proven ability to manage budgets, contracts, and financial performance (P&L).

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

• Valid driver's license and ability to travel up to 75% of the time.

• Ability to lift and/or push up to 75 pounds.

Behavioral Competencies

• Builds credibility and trust with internal and external stakeholders, including executive leadership.

• Demonstrates a strong quality orientation and a proactive approach to problem-solving.

• Maintains professionalism, enthusiasm, and a customer-focused attitude.

• Strong communication and presentation skills (listening, writing, and speaking).

• Organized, detail-oriented, and capable of managing multiple priorities.

• Team-oriented, respectful, and collaborative.

• Self-directed with a commitment to continuous learning and improvement.

• Demonstrates accountability and consistently produces high-quality work.

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti's investigation of such reports. Affirmative Action Policy Statements

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

Agiliti

Pay Range for All Remote Locations:

This range represents the low and high ends of the Agiliti pay range for this position. This base pay range information is based on the market locations shown. For sales positions, this range combines the base salary and the target incentive pay. The actual pay offered may vary depending on several factors including geographic location, experience, job-related knowledge, skills, and related factors. Dependent on the position offered, short-term and/or long-term incentives may be provided as part of the compensation. Applicants should apply via Agiliti's internal or external career site.