Jobs

Head of Service – North America

Arineta

July 3, 2025

Position's Scope:

The Head of Service – North America will lead and oversee all post-sale service operations for CT scanner systems throughout North America. This role is responsible for managing a world-class service organization, ensuring strong customer satisfaction, meeting critical performance metrics (KPIs), and supporting business scalability through direct teams and 3rd-party partners.

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
Ensure proper use and tracking of tools, documentation, and field data

Education:

MBA or Master’s degree in a relevant field

Relevant Experience:

Bachelor’s degree in Biomedical Engineering, Electrical Engineering, or a related technical discipline.
10+ years of experience in medical device service, with at least 5 years in a senior leadership role.
Proven background in CT or imaging systems service operations.
Strong experience in KPI-driven service management, including service response, cost control, and uptime.
Demonstrated success working with or managing 3rd-party service providers.
Exellent leadership, customer communication, and crisis management skills.

Advantage Experience:

MBA or advanced degree in Business, Engineering, or Operations.
Experience building service infrastructure in a growth-stage or multinational company.

Subordinate to:

VP Global Service

Languages:

Fluent in English

Comments:

Willingness to travel up to 40% across the U.S. and Canada

Key Responsibilities:

Leadership & Strategy

Execute the North America service strategy in alignment with global service goals.

Customer Satisfaction & Service KPIs

Ensure achievement of critical service KPIs, including:
- Service response time (first response & time-to-repair)
- System uptime & customer satisfaction scores
- Cost to serve (labor, travel, spare parts)

Operational Excellence

Oversee CT scanner installations, preventive maintenance, repairs, upgrades, and de-installations.
Maintain SOPs and enforce compliance with internal and regulatory service quality standards.
Ensure proper use and tracking of tools, documentation, and field data.

3rd-Party & Partner Management

Manage relationships with authorized 3rd-party service providers and subcontractors.
Ensure 3rd-party partners meet contractual service levels, training certifications, and safety standards.
Drive hybrid service delivery models that balance in-house and outsourced support efficiently.

Compliance & Safety

Maintain compliance with FDA, ISO 13485, HIPAA, and regional regulatory requirements.

Financial & Commercial Oversight

Improve cost-to-serve through optimization initiatives and lean methodologies.
Drive revenue from service contracts, warranties, upgrades, and time-and-material services.

To apply, send your resume to hr@arineta.com

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