Manager, Global Services & Support

Responsibilities

• Define and execute the global instrument service strategy, including depot structure, field service coverage models, service-level expectations, and performance standards.
• Identify gaps, implement scalable processes, and establish a unified global service framework.
• Lead daily service operations including internal repairs, on-site field support, preventative maintenance, and turnaround performance.
• Establish KPIs, dashboards, and reporting cadence to drive accountability, efficiency, and customer satisfaction across all regions.
• Lead and develop a global team of service professionals. Provide structure, clarity, coaching, and performance accountability. Build technical depth, leadership strength, and a culture of ownership and responsiveness.
• Oversee global repair depots to ensure consistent service quality, cost control, inventory management, and turnaround time optimization. Standardize tools, processes, and quality systems across all locations.
• Design and implement scalable global warranty programs, extended service plans, and preventative maintenance offerings. Partner with Commercial leadership to establish value-based pricing strategies and expand recurring service revenue.
• Oversee strategic relationships with third-party service providers, distributors, and authorized repair centers. Negotiate service agreements, define performance expectations, and monitor compliance to Hygiena standards.
• Partner with R&D, Manufacturing, Quality, and Supply Chain to ensure service readiness for new product launches. Provide field feedback to drive product improvement and reliability enhancements.
• Drive implementation and optimization of ERP, CRM, and Field Service Management systems. Improve documentation standards, service workflows, and global training programs to ensure operational consistency and scalability.

Qualifications

• Bachelor’s degree in Engineering, Life Sciences, Business, or related field, or equivalent experience required.
• Minimum 8–10 years of experience in instrument service, field service operations, or technical support within diagnostics, medical device, life sciences, or technology industries.
• Minimum 5 years of leadership experience managing technical service teams.
• Strong understanding of global service models including depot repair, field service, warranty management, and service contract programs.
• Experience with ERP, CRM, and Field Service Management systems.

Skills/Abilities

• Strategic thinker who can translate vision into operational execution.
• Comfortable operating with limited direction and high autonomy.
• Strong financial and commercial acumen, including service cost modeling and pricing strategy.
• Ability to lead distributed global teams across cultures and time zones.
• Excellent communication and stakeholder influence skills.
• Strong analytical and problem-solving capabilities.
• Results-oriented with a bias toward action and continuous improvement.
• Willingness to travel internationally (approximately 25%).

Pay

Salary Range (applicable to California):$140,000.00 - $150,000.00 base salary DOE

Supervisory Responsibilities

In accordance with applicable policies, procedures, and Federal/State laws, this role may include responsibilities such as interviewing, hiring, orienting, and training employees; planning, assigning, and directing work; coaching and evaluating performance; administering rewards and disciplinary actions; addressing employee concerns and resolving issues; and enforcing all safety rules and safe work practices.

Benefits and Perks

• 15 days of PTO & 10 paid company holidays
• Medical with HSA employer contribution, Dental, Vision available 1st of the month after start date
• Company paid Life Insurance, Short* and Long-Term Disability and an Employee Assistance Program
• Tuition Reimbursement program
• Charitable Contribution matching
• Employee Referral bonus opportunities

About the Role

We are actively looking for talented individuals to help grow the business!