OverviewJob SummaryThe Director, Worldwide Service is responsible for leading the vision, strategy, performance, and transformation of the global service organization supporting Werfen's Acute Care Diagnostics and Hemostasis businesses to deliver an exceptional customer experience and drive sustainable business growth. The Director will champion a modern service model that leverages data, digital capabilities, remote support, predictive service approaches, and standardized global processes while maintaining a strong customer focus and deep partnership with regional and affiliate service organizations. The successful candidate will combine strategic vision with operational rigor, acting as a visible and influential leader who develops people, drives accountability, inspires high performance, and serves as a role model across the organization.
ResponsibilitiesKey Accountabilities - Develop and execute a comprehensive global service strategy aligned with Werfen's growth objectives and long-term vision for Acute Care Diagnostics and Hemostasis.
- Lead the implementation of strategic initiatives emerging from the Global Service Workshop.
- Define and drive a roadmap to modernize service delivery through digital technologies, connected instruments, predictive analytics, remote diagnostics, knowledge management, and automation.
- Establish service as a strategic differentiator and competitive advantage for Werfen.
- Drive a culture of continuous improvement focused on operational excellence, customer outcomes, and employee engagement.
- Establish global service standards, operating models, and governance processes that create consistency across regions while respecting local market requirements.
- Develop and monitor performance metrics, service KPIs, dashboards, and management operating systems to drive execution and accountability.
- Lead initiatives that improve equipment uptime, first-time fix rates, response time, productivity, customer satisfaction, and business performance.
- Ensure effective escalation management and rapid resolution of critical customer and operational issues.
- Drive implementation of Lean, Daily Management, Continuous Improvement, and problem-solving methodologies throughout the service organization.
- Build strong collaborative relationships with Affiliate Service Leaders and Regional Management teams worldwide.
- Create a high-performing global service network through alignment, capability development, sharing of best practices, and effective governance.
- Partner with affiliates to drive standardized service processes, technical competencies, workforce planning, and customer support models.
- Foster a culture of collaboration and mutual accountability across geographic boundaries.
- Ensure customer needs and field insights are integrated into strategic business decisions.
- Represent the voice of service and the customer throughout the product lifecycle.
- Influence product strategy, product reliability, serviceability, lifecycle planning, cybersecurity readiness, and digital service enablement.
- Partner with Research & Development teams to ensure service requirements are incorporated early in product design and development.
- Create effective feedback loops between customers, field organizations, and development teams to accelerate product improvements and issue resolution.
- Support successful product launches by ensuring service readiness, technical training, documentation, and support infrastructure are in place globally.
- Drive a customer-centric culture focused on delivering outstanding customer experiences at every point of interaction.
- Develop strategies that improve customer loyalty, advocacy, and retention.
- Partner with Commercial, Marketing, and Product teams to align service priorities with customer and business objectives.
- Ensure service performance supports revenue growth, market share expansion, and long-term business success.
- Act as an executive sponsor for major customer relationships when needed.
- Performs other duties and responsibilities as assigned.
- Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Networking/Key relationshipsThis role partners closely with R&D, Quality, Operations, Product Management, Marketing, Regulatory Affairs, Manufacturing, and worldwide Affiliate organizations.
QualificationsMinimum Knowledge & Experience for the position:- Bachelor's Degree in Engineering, Business, Life Sciences, Medical Technology, or related field required. Advanced degree (MBA, Engineering, Life Sciences, or related discipline) preferred.
- Minimum 5 years leading multi-site or international service organizations.
- Demonstrated experience driving organizational transformation and change management.
- Proven success leading through influence across matrixed global organizations.
- Strong business acumen and financial management experience.
- Experience working in regulated industries, preferably medical devices, diagnostics, healthcare technology, or life sciences.
- Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.
Skills & Capabilities: - Experience supporting both capital instrumentation and software-enabled solutions.
- Experience implementing digital service platforms, remote support technologies, field service management systems, and data analytics solutions.
- Exposure to Acute Care Diagnostics, Hemostasis, Laboratory Diagnostics, Medical Devices, or Healthcare Technology industries.
- Lean Six Sigma or Continuous Improvement certification preferred.
- Experience leading global service transformation initiatives.
Travel requirements:Up to 30-40% global travel.
The annual base salary range for this role is currently $180,000 to $225,000. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.
This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus.
