Jobs

Head of Operations and Service – North America

July 7, 2025

Position's Scope:

The Head of Operations and Service – North America is a senior leadership role responsible for overseeing all operational activities across the U.S. region, including field service, installations, logistics, third-party management, and corporate presence at congresses and industry events. This individual will drive operational excellence, customer satisfaction, and efficient scaling of the organization to support growth in the CT imaging market.

Key Responsibilities:

Leadership & Strategy

  • Execute the North America operations and service strategy in alignment with global goals.
  • Build, lead, and scale a high-performing field operations and service team.
  • Support business expansion through infrastructure development and cross-department collaboration.

Customer Satisfaction & Service KPIs

  • Ensure achievement of key KPIs:
    • Service response time (first response & time-to-repair)
    • System uptime and customer satisfaction
    • Cost to serve (labor, travel, spare parts)
  • Use data to drive performance and improve customer experience.

Operational Excellence

  • Oversee CT scanner installations, upgrades, preventive maintenance, de-installations, and on-site support.
  • Establish and enforce SOPs to ensure high-quality service and operational consistency.
  • Ensure proper use and tracking of tools, documentation, and field data.

3rd-Party & Partner Management

  • Develop and manage relationships with authorized service providers, subcontractors, and logistics partners.
  • Ensure service partners meet all KPIs, safety regulations, certifications, and contractual obligations.
  • Implement a hybrid model of in-house and outsourced services to ensure scalability and flexibility.

Congress & Event Support

  • Manage Arineta’s technical and logistical presence at major congresses and tradeshows across the U.S.
  • Coordinate booth setup, equipment, team support, and live demos in collaboration with HQ and marketing.

Compliance & Safety

  • Ensure operations comply with FDA, ISO 13485, HIPAA, and local regulatory frameworks.
  • Lead field compliance practices and be audit-ready at all times.

Financial & Commercial Oversight

  • Drive cost optimization and improved cost-to-serve through operational efficiencies.
  • Manage regional budgets across personnel, tools, logistics, and partner costs.
  • Support commercial growth via service contracts, warranties, and paid support engagements.

Skills:

  • Service operations and field team leadership
  • KPI and data-driven decision making
  • Strategic thinking and execution
  • Customer relationship management
  • Crisis and escalation management
  • Partner and contract negotiation
  • Regulatory & quality compliance
  • Financial acumen and cost control
  • Change management and scalability
  • Process orientation and continuous improvement
  • Event and congress logistics planning

Education:

  • Bachelor’s degree in Biomedical Engineering, Electrical Engineering, or a related technical discipline
  •  MBA or Master’s degree in a relevant field – preferred

 

Relevant Experience:

  • 10+ years of experience in medical device service and operations
  • Minimum 5 years in a senior leadership role
  • Proven background in CT or other medical imaging systems
  • Strong track record in KPI-driven service management (response time, cost, uptime)
  • Experience managing and negotiating with 3rd-party vendors
  • Demonstrated excellence in team leadership, communication, and crisis response

Advantage Experience:

  • MBA or advanced degree in Business, Engineering, or Operations
  • Experience building operations/service infrastructure in a scale-up or multinational med-tech company
  • Familiarity with platforms such as Salesforce, ServiceMax, or equivalent service management tools
  • Hands-on experience with industry events and congresses (e.g., RSNA, ACC, AHA)

Subordinate to:

VP Global Service

Languages:

Fluent in English

Comments:

  • This is a high-impact leadership position with strategic responsibility for Arineta’s U.S. operations and service.
  • Must be based in the U.S., preferably near a major airport.
  • Willingness to travel up to 40% across the U.S. and Canada is required.
  • Strong cross-functional collaboration with HQ in Israel is essential.
  • Opportunity to grow with a company at the forefront of CT imaging innovation.
To apply, send your resume to hr@arineta.com

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