Director, Dispensed Equipment Technical Operations

Requirements

• Minimum 7-10 years of experience in equipment operations, technical support, or related operational roles, with at least 5 years in direct or indirect leadership or management capacity. Previous Customer and/or Client support experience preferred.
• Bachelors Degree in a related field is required
• Proven track record leading cross-functional initiatives and managing matrixed relationships across organizations.
• Strong understanding of escalation management frameworks, root cause analysis methodologies, and problem-solving techniques.
• Strong leadership capabilities with proven ability to build, develop, and lead high-performing teams. Strong strategic thinking and planning abilities.
• Excellent stakeholder management skills with experience influencing without direct authority.
• Strong written and verbal communication abilities with capacity to tailor messages for technical and executive audiences. Ability to facilitate productive discussions across departments with different perspectives and priorities.
• Willingness to be available for escalation management outside standard business hours when critical issues arise.

Additional Information

Job Description Summary: Position Summary The Director, Dispensed Equipment Technical Operations is a leadership role responsible for end-to-end oversight of equipment operations for Dispensed platforms, spanning strategic planning, technical escalation management, connected device platforms, and cross-functional execution. This role leads a team of Technical Operations Analysts and Managers responsible for Level 2 escalations. While also partnering on Level 3 issue prioritization and resolution in partnership with engineering, manufacturing, and product teams. The Director also oversees day-to-day connected equipment operations, including improving adoption and effectiveness of technician-facing tools to enhance field execution and service outcomes. Partnering with customer teams and Operations on issue resolution. Key responsibilities include establishing governance frameworks, advancing proactive and predictive service programs, enhancing tooling and automation, and defining a scalable operating model for fleet support and connected equipment ownership. This role requires strong leadership in building cross-functional alignment and formalizing how fleet operations integrate into a cohesive, scalable capability. Success in this role will drive improved service reliability, reduced operational friction, and increased customer uptime and network performance. The position combines deep technical expertise, platform strategy, and operational leadership to advance long-term organizational capabilities and operational excellence. What You Will Do For Us: Escalation Management (Level 2/3): Serve as primary escalation point for complex equipment issues requiring deep technical knowledge and cross-functional coordination. Lead root cause analysis for critical incidents. Manage resolution of high-impact cases affecting customer operations. Coordinate with engineering, manufacturing, and field teams for rapid issue resolution. Team Management & Development : Lead and mentor Equipment Operations team. Provide technical guidance and career development. Manage performance and resource allocation. Foster collaborative culture across L1/L2/L3 support tiers. Cross-Functional Coordination : Partner with Engineering, Quality, Manufacturing, and Field Service teams. Facilitate knowledge transfer between product development and operations. Represent operations voice in product lifecycle decisions. Drive alignment on equipment performance standards. Technical Subject Matter Expert (SME): Maintain deep technical expertise on Freestyle and Legacy platform equipment. Develop technical documentation and troubleshooting guides. Provide technical input to design improvements. Stay current with equipment technology advances and industry best practices. Process Governance & Improvement : Establish and maintain operational processes and procedures. Define escalation criteria and support workflows. Drive continuous improvement initiatives. Ensure compliance with quality and regulatory requirements. Proactive Service Programs : Lead initiatives for predictive maintenance and proactive service. Analyze equipment performance data for improvement opportunities. Develop customer communication strategies for known issues. Design preventive measures to reduce incident volumes. Operational Excellence & Platform Reliability : Drive improvements that reduce friction for field support teams, streamline issue resolution, and increase overall reliability and performance of connected equipment. NAOU Connected Equipment Leadership : Oversee day-to-day connected equipment operations, including optimization and adoption of technician-facing tools to improve field efficiency and service outcomes. Leverage Data and Tools : Use existing and future tools to further expand field and customer support on Freestyle and Legacy platforms.

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Company Intel

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