Job Description Summary

The Operational Excellence Leader is responsible for leading the Canadian Service Tools and Operational Supplies programs, ensuring Field Service teams have access to the tools, equipment, and support required to deliver safe, effective, and efficient customer service. This includes leadership of tool strategy, procurement, calibration and repair, supplier management, inventory and lifecycle management, field support, and financial stewardship of the Service Tools program.

In addition, the role drives operational excellence across the Canadian Service organization through improved operational rigor, performance metrics, quality and compliance, process improvement, and readiness for evolving service processes and technologies. Key accountabilities include Daily Management System (DMS) preparedness and dashboard alignment, Service Request cleanup and ServiceMax preparedness, quality initiatives including Corrective and Preventive Action (CAPA), and the implementation of sustainable operating mechanisms that improve service performance.

The role works cross-functionally with Service leadership, Field Service, Quality, Engineering, Sourcing, operational support teams, suppliers, and regional and global partners to translate business and field requirements into effective solutions and continuous improvement.

Job Description

Roles and Responsibilities

Service Tools, Operational Supplies & Financial Management

• Provide overall leadership for the Canadian Service Tools and Operational Supplies programs, including tool availability, procurement, calibration, repair, field support, inventory, catalog management, and lifecycle requirements.
• Manage the $1.25M+ annual Service Tools budget, including annual planning, prioritization of investments, and alignment with Regional and National Service leadership.
• Manage calibration and repair suppliers, including work-in-progress reviews, prioritization of high-demand tools, cost management, and resolution of supplier performance issues.
• Partner with Engineering, Sourcing, Supplier Quality, operational support teams, and other stakeholders to resolve tool availability, obsolescence, validation, quality, and procurement issues.
• Provide governance for the Operational Supplies catalog, inventory requirements, associated workflows, and supporting data.
• Serve as an escalation point for Field Service tool requirements, identifying solutions and alternatives that support field productivity and customer service.

Systems & Performance

• Drive operational rigor across the Service organization through effective performance metrics, operating mechanisms, action management, and continuous improvement.
• Lead Daily Management System (DMS) preparedness and dashboard alignment, ensuring operational processes, metrics, data, and ownership support business requirements.
• Lead and support Service Request cleanup and ServiceMax preparedness, including process readiness, testing, data quality, and resolution of workflow gaps.
• Identify operational performance gaps and partner with Service leaders and cross-functional teams to establish actions, ownership, and sustainable solutions.
• Support implementation of new processes, systems, metrics, and operational initiatives that improve Service effectiveness.

Quality, Compliance & Continuous Improvement

• Partner with Quality and Service stakeholders to support Corrective and Preventive Action (CAPA) activities, new quality metrics, investigations, corrective actions, and effectiveness checks.
• Support internal and external audits and ensure assigned operational processes align with applicable Quality Management System (QMS) requirements.
• Lead or support investigations and corrective actions related to Service Tools processes, including out-of-tolerance assessments and field escalations.
• Identify recurring process issues and lead cross-functional improvement initiatives that strengthen quality, compliance, safety, and operational performance.

Required Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, Engineering, Finance, or a related discipline, or equivalent relevant professional experience.
• Minimum 5+ years of operational or field experience.
• Demonstrated experience in service operations, operational excellence, field service, supply chain, asset or tool management, or a related operational function.
• Experience leading cross-functional initiatives and driving actions through completion in a matrixed organization.
• Experience with operational performance management, including metrics, structured problem solving, and continuous improvement.
• Experience working with quality, compliance, audit, or corrective-action processes.
• Demonstrated ability to manage budgets, suppliers, competing priorities, and operational escalations.
• Strong analytical, project-management, organizational, problem-solving, and communication skills.
• Ability to influence stakeholders across multiple functions and levels of an organization.

Desired Characteristics

• Experience in healthcare technology, medical devices, Field Service, or another regulated environment.
• Strong understanding of Field Service operations and the relationship between operational processes, field productivity, quality, and customer outcomes.
• Experience supporting major system implementations, operational transformations, or process changes.
• Experience with dashboards, operational metrics, Corrective and Preventive Action (CAPA), Quality Management Systems (QMS), Environmental Health and Safety (EHS), supplier management, calibration, or asset management.
• Familiarity with enterprise service management, asset management, quality, and field-service systems.
• Demonstrated ability to identify root causes, develop practical solutions, and implement sustainable process improvements.
• Ability to balance strategic initiatives with day-to-day operational execution and escalations.
• Strong collaboration and influencing skills with the ability to operate effectively across regional and global teams.

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Additional Information