Director, Services & Support

Responsibilities

• Contribute to the development and implementation of service revenue models, such as contracts, extended warranties, and training programs.
• Support the formulation and implementation of a global product support strategy, working in partnership with senior leaders.
• Lead technical support, field service, and customer experience teams, ensuring alignment with departmental goals.
• Collaborate with R&D, Quality, Regulatory, and Commercial departments to enhance customer satisfaction and drive product performance improvements.
• Define and monitor key performance indicators (KPIs) and metrics to assess service quality, response times, and resolution effectiveness.

Customer & Technical Support

• Direct technical support teams in managing customer inquiries, troubleshooting, and issue escalation processes.
• Ensure the development and maintenance of thorough documentation and knowledge bases for both internal stakeholders and customers.
• Establish clear escalation protocols for critical or high-impact incidents.

Internal Product Support and Field Service Management

• Oversee internal product and field service operations, including installation, maintenance, and repair of instruments or automation systems.
• Promote ongoing improvements in first-time fix rates, system uptime, and preventive maintenance initiatives.
• Establish systems and infrastructure to enable effective traceability and handling of complex incidents using data-driven root cause analysis, diagnostics, and preventive engineering.

Product Lifecycle Support

• Collaborate with Product Management and R&D to integrate customer feedback into product design and enhancement efforts.
• Serve as the primary point of contact for customer complaints and issues, facilitating root cause analyses and corrective actions.
• Prepare service teams for new product launches through training, documentation, and spare parts planning.

Team Development

• Recruit, mentor, and develop high-performing support and service personnel.
• Cultivate a culture of accountability, innovation, and strong customer advocacy within the team.
• Manage departmental budgets for staffing, inventory, and logistics.

Requirements

• Education: Bachelor’s or Master’s in Biological Sciences, Biomedical Engineering, or related field; MBA preferred.
• Experience: 5–7 years of management experience in product support or operations in life sciences/diagnostics, including experience leading multiple teams or subordinate managers.
• Experience with complex biotech or diagnostic instrumentation/software required.
• Knowledge of ISO 13485, FDA QSR, and GxP necessary.
• Strong cross-functional communication and customer focus.
• Willingness to travel up to 30%.