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Mirion · 3 months ago

Director, Global Service & Support Operations

Melbourne, FL

Full-time

Onsite

Director/Executive

10+ years exp

Mirion is focused on providing global service and support operations, and they are seeking a Director to develop and implement strategic visions aligned with corporate goals. The role involves leading a high-performing team, leveraging data analytics for decision-making, and ensuring operational excellence and compliance with regulatory standards.

ElectronicsManufacturingTest and Measurement

Responsibilities

Develop and implement a strategic vision for global service and support aligned with corporate goals

Lead, mentor, and develop a high-performing team, fostering a culture of excellence

Provide oversight of deployment functions managed by the Managed Services partner

Enable, certify, and ensure compliance of RTQA global distributor and service partner networks

Create functional strategies and objectives for service operations

Develop budgets, policies, and procedures to support infrastructure and scalability

Leverage data analytics to monitor performance and drive efficiency improvements

Implement and maintain KPIs to assess service effectiveness and predict challenges

Monitor and report service metrics, including customer feedback and product/service trends

Hold regional directors and Managed Services partners accountable for operational execution

Drive process improvement, cost optimization, and operational efficiency

Guide strategic decisions using forecasting and customer health tracking (e.g., NPS)

Implement scalable global support structures to accommodate growth and demand

Lead organizational change initiatives to align service delivery with customer experience goals

Promote training programs to enhance employee experience and customer-centricity

Ensure compliance with regulatory requirements (e.g., ISO 13485:2016)

Build and maintain a high-performance leadership team

Lead hiring, training, retention, and performance management

Develop incentive and retention programs to foster customer loyalty

Collaborate with Managed Services leaders in staff development

Foster diversity, inclusion, and a supportive work environment

Coordinate with supply chain, distributors, and sales teams to improve service delivery

Collaborate with marketing and sales to maximize revenue and customer engagement

Maintain in-depth knowledge of company brands, systems, and processes

Develop procedures for handling customer correspondence and complaints

Monitor and respond to consumer-initiated online feedback and platforms

Schedule internal meetings to address and resolve customer concerns

Qualification

Global technical supportRegulatory complianceProcess improvementSalesforceERP SystemsLeadershipCommunicationProblem-solvingProject managementCustomer-focused

Required

10+ years of experience in global technical support and field service leadership

Extensive experience managing global technical distributor partnerships

Background in the medical radiation industry

Strong understanding of regulatory compliance (e.g., ISO 13485:2016)

Experience in process improvement methodologies

Working knowledge of Salesforce and other ERP Systems

Preferred

Strong leadership and team management capabilities

Excellent communication and stakeholder engagement skills

Strategic thinker with problem-solving and project management expertise

Adaptable, collaborative, and customer-focused mindset

Creative and flexible approach to process design and delivery

Company

Mirion

Mirion (NYSE: MIR) is a global leader in radiation safety, science and medicine, with a diverse portfolio of products and services that protects people and the planet from the harmful effects of ionizing radiation and accelerates innovation across a diversity of end markets.

Founded in 2005

Irvine, California, USA

1001-5000 employees