Your Role:
The Director, Instrument Field Service is a senior leader responsible for the strategy, performance, and growth of the North America field service organization. Reporting to the Senior Director, MACS Services North America, this role leads Regional Service Managers and oversees a geographically distributed team supporting installation, maintenance, repair, and customer success activities across the region.
This leader will build and execute a multi-year service strategy focused on operational excellence, organizational capability, customer satisfaction, instrument uptime, and commercial growth. Working closely with Commercial, Engineering, Manufacturing, Global Service, and Customer Support teams, the Director will ensure service operations effectively support business expansion, product adoption, and long-term customer success.
The successful candidate is an experienced service executive who excels at leading through managers, developing future leaders, driving organizational change, and using data-driven decision making to improve operational and financial performance.
Essential Duties and Responsibilities:
- Develop and execute the North America field service strategy.
- Lead and develop Regional Service Managers and field leadership teams.
- Drive service performance through KPIs including uptime, customer satisfaction, first-time fix, SLA attainment, and productivity.
- Manage departmental budgets, workforce planning, and resource allocation.
- Partner with commercial teams to support installed-base growth, service contract success, and customer retention.
- Lead continuous improvement initiatives that enhance service quality, operational efficiency, and customer experience.
- Collaborate with global stakeholders to align service standards, processes, and strategic priorities.
Requirements:
- Bachelor's degree in engineering, Science, Business Administration, or a related field; 10 years of leadership experience in field service, technical service, medical device, diagnostics, biotechnology, or life sciences.
- Experience leading managers across multiple regions.
- Proven success developing service strategies and scaling service organizations.
- Strong financial, operational, and customer-facing leadership capabilities.
- Experience leading cross-functional and organizational change initiatives.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms, talk, and hear. The employee is required to stand; climb or balance and stoop, kneel, crouch, and crawl. The employee must occasionally lift up to 50 pounds. Must have ability to handle more than one task at a time and must work at a rapid pace while maintaining attention to detail.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This person will have an office environment which is temperature controlled.
The hiring range for this position is expected to fall between $202,000 - $237,000/year, reflecting the range candidates can reasonably expect to be considered for at time of offer, based on factors such as experience, internal equity, and qualifications.
The salary of the finalist(s) selected for this role will be set based on a variety of considerations, including but not limited to internal equity, experience, education, specialization, skills, abilities, and training. The above range represents the Company's good faith and reasonable estimate of possible compensation at the time of posting.
In addition to your salary, the Company offers a comprehensive benefits package, including health, vision, and dental insurance, as well as a 401(k) plan. All benefits are subject to eligibility requirements. Certain positions may also be eligible for additional compensation such as bonuses or commissions.
