Director, Service Contracts & Operations Support

As the Director, Service Contracts and Support Operations you will be accountable for the strategic execution of sales and service administrative operations for North America Healthcare Equipment Service, serving as a key business partner to drive service growth, operational efficiency, and exceptional customer and employee experiences. You will oversee high-performing teams responsible for contract administration, field support functions, and compliance, while delivering insights, process improvements, and digital transformation initiatives that improve revenue, margins, and customer satisfaction. Working closely with Key Accounts, Field Service leadership, and Global Service Contracts, you will ensure consistent execution, strong governance, and scalable solutions that support long-term growth objectives.

*This position is located in Mentor, Ohio with a minimum of 3-4 days per week onsite.

Contract Growth Management

• Drive delivery of double-digit financial growth through strategic contract initiatives.
• Review, analyze, and submit direct and Corporate Account contracts representing more than $250M in total value.
• Develop and implement standardized internal and external communications for executed contracts to ensure consistency and transparency.
• Lead cross-functional decision-making and execution of contracts, including coordination of cross-divisional service agreements.
• Ensure strict compliance with contract requirements, discount tiers, and operational performance standards; initiate corrective actions when expectations are not met.
• Maintain adherence to company policies and regulatory requirements impacting contract services and agreements.
• Identify and execute growth strategies that enhance top-line revenue and improve bottom-line profitability.

Strategic Improvement Initiatives

• Identify operational inefficiencies within contract processes, develop project plans, and deliver measurable improvements in productivity and cost-effectiveness.
• Analyze and implement process enhancements for key account sales and support functions, including quoting, implementation, and oversight of contract performance and compliance.
• Ensure timely development and communication of action plans for strategic initiatives, with clear accountability for execution.
• Create and maintain strategic plans for contracts and administrative teams aligned with Global Service objectives.
• Conduct monthly leadership reviews of contract and financial performance, providing actionable insights and driving follow-up improvements.
• Champion automation and emerging technology adoption to optimize productivity for field service technicians, administrative teams, and sales operations.

Process Management

• Support the development and governance of legal review protocols for contracts and master service agreements, including commercial and operational approval processes.
• Oversee review and submission of Strategic and Corporate Account contracts representing significant annual revenue opportunities.
• Ensure comprehensive documentation of service-related policies and procedures, including sales, administrative, and field-based improvements.
• Establish and enforce standard work initiatives for strategic accounts to drive consistency and operational excellence.

People Management

• Build and maintain departmental infrastructure to ensure efficient operations and achievement of company objectives, including hiring, performance evaluations, training, and development.
• Lead multi-functional teams-including service support specialists, legal business analysts, and key account program managers-to deliver an integrated approach to service delivery and field employee support.

Required:

• Bachelor's degree required with 12 years experience including 5 years in supporting/leading operational decision making.
• Minimum of 10 years combined experience, operational leadership, customer support, and/or contract administration, and continuous improvement
• Demonstrated leadership leading multi-functional teams and multiple individual projects with financial impact of $1M+, in addition to a combined portfolio of projects.
• Successfully demonstrated decision making skills, with consideration for short-term and long-term financial impact.
• Experience delivering data insights and recommendations in clear concise manner to Customers and internal leadership teams.
• Utilization of analytical tools to implement process improvements.
• Demonstrated skills in assessing and delivering tools and resources to field leaders and teams to support effective work leveling and achievement of Customer requirements.
• Experience implementing effective business strategies, build a team and plan, and successfully implement to achieve strategic objectives.

Preferred:

• Master's preferred with 10 years experience including 5 years in supporting/leading operational decision making. In addition to the required skills.

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:

Market Competitive Pay
Extensive Paid Time Off and (9) added Holidays
Excellent Healthcare, Dental and Vision Benefits
Long/Short Term Disability Coverage
401(k) with a company match
Maternity and Paternity Leave
Additional add-on benefits/discounts for programs such as Pet Insurance
Tuition Reimbursement and continued education programs
Excellent opportunities for advancement in a stable long-term career

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