Director, Global Service Enablement
On-siteSparks, Maryland, United States
Job Summary
Lead a cross-functional team to execute the Advanced Diagnostics Global Service strategy, championing a customer-first culture while driving urgent resolution of critical escalations and systemic product issues. Partner with regional service leaders and R&D to ensure consistent global service delivery, establish best practices, and advocate for design-for-serviceability requirements during new product development. Monitor key performance indicators to improve customer satisfaction, service efficiency, and profitability, while overseeing global supply chain activities including parts demand, distribution, and reverse logistics. Develop and sustain a technical training strategy for field service associates and leverage AI/ML tools to accelerate troubleshooting and reduce service costs. Manage a geographically dispersed team of technical professionals, fostering a high-performance culture focused on collaboration, innovation, and accountability.
Required Qualifications
- Bachelor's degree in biology, chemistry, engineering, or a related field
- 10+ years of experience in the diagnostics, life sciences, or analytical instrument industry
- 5+ years of leading field service & support, service development & engineering, or related functions
- Proven experience in managing a service P&L, building business cases, and supporting annual operating plans
- Knowledge of phased gate new product development, life cycle management, digital service technologies, remote diagnostics, predictive analytics
- Demonstrated success leading cross-functional initiatives, implementing organizational changes, and driving business transformation through stakeholder management
- Understanding of FDA, ISO, GMP or other regulated environments
- Effective communication skills and fluent in English
- Ability to travel frequently in the US and other regions as needed
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