Director of Service

Director of Service
Lead the strategy, performance, and continuous improvement of post-market service for products that support respiratory and sleep health.
DUBLIN, OH FULL-TIME

Help shape service excellence at scale
A growth-driven manufacturer and distributor of medical equipment serving patients, caregivers, physicians, and healthcare providers. Our portfolio spans respiratory and sleep health across acute care, non-acute care, and home medical equipment settings.

We are seeking a highly technical, commercially minded leader to own our end-to-end service function. As Director of Service, you will guide post-market product performance, repair operations, and an independent repair center network—bringing together quality, compliance, customer experience, and financial performance.

This is an opportunity to build a high-performing service organization that turns field insights into stronger products, better customer outcomes, and sustainable growth.

THE ROLE AT A GLANCE
Service P&L: Own revenue, cost, margin, pricing, forecasting, and profitability improvement.
Quality & reliability: Use service, warranty, complaint, and field data to strengthen product performance.
Repair network: Set the strategy and standards for internal teams and independent repair centers.
Cross-functional leadership: Partner across Quality, Engineering, Operations, Manufacturing, Supply Chain, Sales, and Finance.

DIRECTOR OF SERVICE

What you'll lead
You will establish clear strategy, operating discipline, and accountability across the service lifecycle—from the first field signal through repair, corrective action, and financial reporting.

Service operations & field performance

• Serve as the operational owner of post-market product performance monitoring, service trending, field reliability analysis, and improvement initiatives.
• Own the collection, analysis, and reporting of service records, warranty claims, and customer feedback; promptly identify and escalate quality, reliability, safety, and compliance risks.
• Develop and report product reliability, service, and warranty metrics for Management Review and executive decision-making.
• Translate complaint trends and product or component failure analysis into root-cause investigations and effective corrective action.
• Maintain service and repair standards, policies, procedures, documentation, and control checks across the organization.

Service P&L; & growth

• Define and own the Service P&L; across warranty, out-of-warranty work, service contracts, and independent repair center billings.
• Build annual budgets and multi-year plans with Finance and the COO; establish targets for revenue, gross margin, and cost-to-serve.
• Monitor monthly results, explain variances, and implement actions that improve profitability and operating performance.
• Lead pricing for warranty programs, time-and-material rates, service contracts, and repair center reimbursement.
• Develop warranty reserve calculations and support accurate accruals and reporting.
• Create business cases for investments, headcount, network expansion, and infrastructure; grow revenue through attach rates, renewals, and cost reduction.

Independent repair center network

• Define the network strategy, including geographic footprint, capacity, and scope of authorized repair activities.
• Identify, qualify, onboard, contract with, and manage repair center partners in line with React Health's commercial, quality, and regulatory requirements.
• Establish service-level agreements and performance measures; lead regular business reviews and performance escalations.
• Maintain partner training, repair documentation, tooling, and equipment requirements to support consistent quality.
• Conduct periodic quality audits, lead corrective action when gaps arise, and ensure compliance with applicable FDA, ISO 13485, and company quality standards.
• Negotiate reimbursement, monitor invoicing accuracy, and optimize network cost-to-serve.

People, partnership & compliance

• Lead, develop, and support a diverse team of service technicians and engineers, including staffing, training, supervision, and recruitment.
• Partner with Quality, Engineering, Manufacturing, Operations, Supply Chain, Sales, Finance, and senior leadership to align priorities, ownership, and schedules.
• Exercise final decision-making authority over repair disposition and ensure repaired products, tools, partners, and processes meet regulatory and company standards.
• Plan and conduct service audits, communicate findings to executive and division leaders, and ensure corrective actions are completed on time.
• Prepare required regulatory and service documentation; manage third-party suppliers supporting service execution.
• Champion customer-focused interactions and ensure department policies, procedures, and compliance expectations are consistently met.

What you'll bring
We're looking for a leader who is equally comfortable discussing product reliability, regulatory requirements, team performance, and the economics of a service operation.

Required experience

• Bachelor's degree.
• At least six years of service management experience in manufacturing—ideally within medical devices, aerospace, or another highly regulated environment.
• 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 use of field performance, complaint, service, and reliability data to improve product quality and support regulatory compliance.
• Experience owning a Service P&L;, including forecasting, cost management, margin analysis, and profitability improvement.
• Experience establishing, contracting with, and managing independent repair center networks, including performance oversight, quality auditing, and compliance.

Leadership capabilities

• Proven ability to lead technicians and engineers and to work effectively with diverse teams.
• Strong business acumen, including budgeting, financial analysis, business case development, and metric-driven decision-making.
• A solid foundation in Lean or Six Sigma process improvement; expert-level capability is valued.
• Strong organizational, managerial, project management, written, and verbal communication skills.
• Excellent attention to detail and strong computer and technical aptitude.

Preferred background

• A bachelor's degree in engineering, biotechnology, life sciences, quality, or a related discipline.
• A master's degree in a relevant scientific or engineering field.

WORK ENVIRONMENT TRAVEL & PHYSICAL REQUIREMENTS
This position operates predominantly in an office environment and involves extensive computer use, along with routine periods of sitting, standing, walking, bending, and handling documents or equipment.

Periodic travel is required to visit independent repair centers and field service locations. Less than 5% of the role may involve moving or lifting heavy networking equipment. Normal visual acuity, hearing, and keyboard use are required.

Ready to bring technical depth, commercial discipline, and a customer-first mindset to a growing service organization? We'd welcome the opportunity to learn more about you