Director, Instrument Field Service *PC 70

About the 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. You will play a critical role in advancing innovative technologies that support biomedical research, cell therapy, and next-generation healthcare solutions while leading a high-impact service organization across North America.

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

Pay

The hiring range for this position is expected to fall between $202,000 - $237,000/year.

Benefits

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.