Director of Operations Support

The Director of Operations Support is responsible for overseeing core Operations Support functional teams, including Field Business Solutions (customer service request coordination), Billing (Time and Material management), Customer Contract and Amendment management, Vendor Service Contract management, and Computerized Maintenance Management System (CMMS) troubleshooting support and escalation. This role involves supporting InterMed customers and technicians while collaborating closely with all InterMed internal departments. As a leader in Operations Support, the Director of Operations Support must be key in participating in and promoting continuous process development to improve/automate/centralize company tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Field Business Solutions:
  • Manage all levels of service coordination for Contract and Non-Contract InterMed Customers.
  • Support Field Service Engineers and customers as necessary to streamline service processes.
  • Manage and participate in Field Support activities, ensuring all levels of field personnel are informed of work orders, purchase orders, and contract status.
• Time & Material (T&M) Billing:
  • Oversee all T&M billing activity, ensuring timely and accurate closure of billable work orders.
  • Manage the preparation of billing documentation, including customer purchase orders, service reports, and purchasing receipts.
  • Collaborate with Accounts Receivable for final billing approval.
• Contract and Amendment Management:
  • Liaison with Service Operations Management, Accounting, Sales, and IT to ensure the CMMS is updated to reflect current coverage, contract terms.
  • Maintain Contract Records.
  • Monitor equipment coverage and technician/service provider assignments, updating records as necessary.
•  Vendor Service Contract (VSC) Management
  • Work with Accounting and Service Operations to ensure approved VSC’s are entered and accurately updated in the CMMS.
• CMMS Support
  • Issue investigation and escalation
  • Continuous Improvement – Request, participate in requirements gathering, test, train, and promote improvements.
• Operations Support Help Line – Manage and participate in dedicated support channel to support field in issue resolution, training.
• REQUIRED EXPERIENCE, EDUCATION, AND SKILLS
• Bachelor’s degree in business administration, business management, or a related field preferred.
• 4+ Employee Management Experience in a service centered field.
• Proficient in Microsoft Office Suite
• Excellent remote and in-person communication and people skills.
• Solid organizational skills and attention to detail.
• Strong sense of urgency and critical thinking in a fast-paced environment.
• Self-motivated, goal oriented, quality driven and capable of working with a team and independently.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.