Director, Field Service, International

Cynosure is well positioned competitively to lead and transform the medical aesthetics industry. We are guided by our belief that this is a purpose-driven business, which improves patient’s lives and improves practitioner’s livelihoods.
- We are passionate about driving a healthy and growing medical aesthetics industry with leading-edge marketing which inspires consumers to engage in medical aesthetics.
- We are the leader in science-based technology which elevates the standard of care for consumers.
- We are relentlessly focused on being the undisputed innovation leader, addressing the growing demand for consumer treatments across all demographics.
- We are committed to building and strengthening our unmatched global footprint, with direct employees on five continents and in 15 countries and growing, and distributor partners serving over 130 countries.
- We put our people first and believe personal development drives business development.
- We love our customers and strive give them the leading-edge technology, service, marketing support and clinical education to improve their patient’s outcomes and to improve their livelihoods.

At Cynosure, we look for people who make an impact and encourage everyone to lead, create, and add value. In turn, we invest in our team to grow people’s careers and build upon our high-performance and culture-oriented organization. We work together as one team, winning together.

As we grow our global team, there is no better time to join us. As a market leader in medical aesthetics, Cynosure has over 25 years developing, manufacturing, and marketing products for dermatologists, plastic surgeons, medical spas, and healthcare practitioners. With the aesthetic industry’s most comprehensive product portfolio, our offerings span several categories including skin revitalization, body contouring, hair removal, and women’s health.

Our mission is to set Cynosure customers up for success shaping future leaders of the aesthetics industry and helping everyone who uses our technologies discover their version of beautiful.

ROLE PURPOSE

The Director of International Field Service is responsible for transforming the International Service organization into a competitive advantage for Cynosure. As a key member of the International Leadership Team, this individual will drive the highest standard of Technical Service, ensuring a superior end to end customer experience.
This individual will look through a customer lens to set the strategic direction for all processes, standards and capabilities across the service organization in EMEA, APAC and LATAM.He/She will provide leadership direction and accountability for an International team of Field Service Engineers, ensuring a superior service delivery that is aligned with the commercial vision, across EMEA, APAC, LATAM. This role will partner with both direct operations as well as distribution partners and key account teams.

Strategic Role Responsibilities
- Establish and lead an organization (system, process, people) aimed to exceed customer expectations.
- Ensure operational efficiency and effectiveness by developing strategies to deliver optimal utilization with highest level of customer satisfaction.
- Continuously assess the customer needs and competitive landscape.
- Set International Service Strategy to

1. enable business growth through a seamless offering of global, regional and local service/repair/depot solutions to meet regional and local market and customer requirements
2. drive service revenue
3. drive continuous improvement agenda for Service to become and stay a competitive advantage
4. provide seamless pre
- to post-sales experience for customers through alignment and collaboration with Sales and Clinical Education Teams
- Define and manage P&L for Service across EMEA, LATAM and ASPAC.

Operational Role Responsibilities (to be delivered based on Global Frameworks)
- Continuously monitor, evaluate, and adjust the training program based on user's feedback and emerging issues.
- Manage performance of the organization to regionally agreed SLAs/KPIs
- Lead hiring, training and developing service employees to deliver superior customer service and experience
- Work cross-functionally to ensure systems are set up effectively and efficiently for the Service organization

People & Leadership Responsibilities
- Create an engaging service culture that is based on customer centricity, execution excellence, transparency, compliance and seamless delivery in the matrix.
- Manage International Service Organization of 120+ employees across 3 regions
- Champion Global Service Excellence in ILT, CLT and SLT
- Build strong customer & internal stakeholder relationships to develop the joint business efforts to a higher level of collaboration & growth, facilitating for Cynosure to become preferred partner of choice.
- Develop service team capability & provides coaching to grow organizational capability, bench strength & pipeline.

FUNCTIONALEXP