Director of Operations and Customer Service

Director of Global Service Operations

Department: Service Operations / Global Supply Chain
Reports To: Chief Operating Officer or designee
Location: Irvine, California
Employment Type: Full-Time | Director Level
Compensation: $80,000–$110,000 annually

Position Summary

The Director of Global Service Operations leads Quest International’s field service, depot repair, warehousing, inventory, and logistics operations. This role is responsible for operational performance, customer service, financial results, process improvement, and the continued growth of Quest’s global service organization.

Key Responsibilities

• Lead field service, depot repair, warehouse, inventory, and logistics operations across multiple customer programs and regions.
• Develop operational strategies, performance standards, staffing plans, and scalable processes that support company growth.
• Drive service performance, repair turnaround, inventory availability, warehouse productivity, logistics reliability, and customer satisfaction.
• Manage operating budgets, P&L performance, cost reduction, productivity, margins, vendors, and outsourced service partners.
• Build and develop operational leaders while partnering with Sales, Quality, Engineering, Finance, HR, Supply Chain, and executive leadership.

Operational Excellence & Technology

• Establish and manage KPIs including MTTR, First-Time Fix Rate, SLA attainment, inventory accuracy, OTIF, productivity, and service margins.
• Improve processes using Lean, Six Sigma, root-cause analysis, and continuous-improvement methodologies.
• Lead implementation and optimization of FSM, ERP, WMS, TMS, CRM, and service-management technologies.
• Use analytics, automation, remote diagnostics, predictive maintenance, and AI-enabled tools to improve operational performance.
• Ensure compliance with applicable safety, quality, regulatory, customer, and operational requirements.

Required Qualifications

• 5+ years of progressive leadership experience in service operations, field service, depot repair, supply chain, warehousing, logistics, or related operations.
• 2+ years of Director-level or comparable leadership experience managing managers and geographically distributed teams.
• Demonstrated experience leading field service, repair, inventory, warehouse, logistics, or integrated service operations.
• Strong financial experience including budgeting, forecasting, P&L management, cost control, and margin improvement.
• Bachelor’s degree in Engineering, Supply Chain, Operations Management, Business, Logistics, or a related field.

Preferred Qualifications

• Experience with medical equipment, medical devices, OEM equipment, industrial equipment, technology hardware, or IT/computing solutions.
• Experience managing 3PL/4PL providers, carriers, vendors, MSAs, SOWs, and outsourced operational partners.
• International or multi-regional operational experience across North America, Europe, APAC, or similar markets.
• Experience with aftermarket services, service contracts, warranty programs, spare parts, or recurring service revenue.
• MBA, Lean Six Sigma, PMP, APICS/ASCM, or other relevant professional certification preferred.

What We Offer

• Competitive annual compensation of $80,000–$110,000, based on experience and qualifications.
• Director-level leadership role with executive visibility and broad operational responsibility.
• Opportunity to modernize and scale Quest International’s global service operations.
• Performance incentives and comprehensive benefits.
• Collaborative environment focused on customer service, operational excellence, growth, and innovation.

Quest International is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.