What are the responsibilities and job description for the Director of Customer Care position at Cadwell?
Director of Customer Care
(Onsite Required)
Position Summary
The Director of Customer Care is responsible for leading the technical support and service functions to ensure high-quality customer support, repair services, and field service operations. This role will oversee Support Agents, the Enterprise Support Team, Depot Repair, and Field Service teams, ensuring fast and effective resolutions to customer issues while maintaining regulatory compliance. The Director of Customer Care will also drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
Key Duties / Responsibilities
(Onsite Required)
Position Summary
The Director of Customer Care is responsible for leading the technical support and service functions to ensure high-quality customer support, repair services, and field service operations. This role will oversee Support Agents, the Enterprise Support Team, Depot Repair, and Field Service teams, ensuring fast and effective resolutions to customer issues while maintaining regulatory compliance. The Director of Customer Care will also drive continuous improvement initiatives to enhance efficiency and customer satisfaction.
Key Duties / Responsibilities
- Oversee daily operations of the Service organization, ensuring timely response and resolution to customer support inquiries and technical issues.
- Develop and implement strategies to improve service efficiency, first-time fix rates, and overall customer experience.
- Lead and manage the Field Service and Depot Repair teams, ensuring high-quality repairs, maintenance, and on-site service.
- Establish and track key performance indicators (KPIs) for service operations, identifying areas for improvement.
- Serve as an escalation point for critical service issues, ensuring rapid and effective resolution.
- Work closely with Product, Engineering, and Quality teams to provide feedback on product performance and drive design improvements.
- Preventative & Predictive Maintenance Programs – Develop and implement proactive maintenance strategies to reduce downtime and improve product reliability.
- Service Contract Management – Oversee service agreements, extended warranties, and maintenance contracts to ensure customers receive timely and effective support.
- Continuous Improvement & Cost Efficiency – Identify and implement initiatives to reduce service costs while maintaining high customer satisfaction, including process improvements and service automation.
- Disaster Recovery & Business Continuity – Establish and maintain protocols to ensure service continuity in the event of major system failures, supply chain disruptions, or other emergencies.
- Global Service Strategy – Ensure service operations are aligned with global compliance requirements, and work with international teams to maintain service consistency across different regions.
- Maintain service compliance with ISO/FDA/MDR/etc. regulations through robust documentation and process controls.
- Identify and implement process improvements, technology enhancements, and cost-saving initiatives to optimize service operations.
- Ensure service personnel receive ongoing training in technical and customer service skills.
- Provide budget management, staffing oversight, and operational leadership to align with company objectives.
- Perform other duties as requested, directed, or assigned
Education / Experience
- Bachelor’s degree in Engineering, Business, or a related technical field; equivalent experience will be considered.
- 10 years of experience in service management, including technical support, field service, and repair operations.
- Experience managing service teams in a regulated environment (ISO, FDA, MDR, etc.) required.
- Background in medical devices, healthcare technology, or complex equipment servicing preferred.
- Experience managing service contracts, warranty programs, and customer SLAs.
Job Knowledge / Requirements
- Strong leadership and people management skills, with experience leading onsite service teams.
- Expertise in troubleshooting, repair processes, and field service operations.
- Excellent problem-solving and decision-making skills, with a focus on customer satisfaction and efficiency.
- Knowledge of service management software, CRM systems, and analytics tools.
- Strong communication and collaboration skills, with the ability to work cross-functionally.
- Ability to travel as needed.
Cadwell Industries, Inc. is an Equal Opportunity Employer, and as such affirms the right of every person to participate in all aspects of employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at careers@cadwell.com.
