Service Operations Director

Job Title

Job Description

Help build a best-in-class service organization that enables growth innovation and customer this strategic leadership role you will develop scalable service operations ensure readiness for breakthrough medical technologies and lead field service and repair teams to deliver exceptional customer experiences. Your leadership will be key to advancing service excellence operational efficiency and long-term business success in a highly regulated healthcare environment.

Your role:

• Lead service operations for a global interventional cardiology and vascular device portfolio owning field performance delivery execution and operational governance across a geographically distributed team of field service engineers product support specialists and service coordinators. You will set the operating rhythm for corrective preventive and installation service across North America while partnering with international service leaders to align standards globally.
• Own the service training and technical education function end to end including training program management instructor-led and digital course delivery field certification programs and training center operations across three continental sites. You will ensure engineers maintain verified competency on legacy newly acquired and next-generation product lines in a regulated medical device environment where patient safety depends on technician proficiency.
• Drive measurable improvement in service performance using indicators such as time to system restoration first-visit resolution installation quality contract capture and preventive maintenance completion. You will lead root-cause analysis on systemic delivery issues design operational improvements with engineering and supply chain partners and translate field data into changes that improve customer uptime and reduce repeat service events.
• Manage service quality and compliance activities including complaint escalation field execution of corrective actions and compliance tracking product lifecycle support for systems approaching end of service and regulatory documentation across all served markets. You will work directly with quality regulatory and product engineering teams to ensure service processes satisfy medical device requirements while maintaining the speed and responsiveness customers expect.
• Serve as the operational bridge between field teams manufacturing sites parts supply organizations commercial teams and enterprise service technology platforms during product portfolio expansion and acquisition integrations. You will build the service delivery infrastructure required to scale support for a growing multi-technology portfolio ensuring every new product entering the service organization has a fully staffed and validated operational capability from day one.

Youre the right fit if:

• Youve successfully led field service depot/repair operations technical support customer support or service operations teams and have experience building or transforming service organizations. You know how to establish scalable operating models processes training programs and performance management systems.
• Youre a strong people leader with experience hiring coaching developing talent and building high-performing teams. You have a track record of driving organizational growth and fostering a culture of accountability and continuous improvement.
• You have substantial experience in service operations leadership and bring strong business acumen to managing operational performance. You use metrics to improve productivity control costs enhance quality and increase customer satisfaction.
• Youre comfortable working in regulated environments ideally within medical devices healthcare technology diagnostic imaging or life sciences. You understand quality systems regulatory requirements and the operational discipline required to support compliant service organizations.
• You excel at collaborating across complex matrixed organizations and can effectively influence stakeholders across engineering manufacturing quality regulatory commercial and supply chain teams. You have experience partnering with centralized service organizations and aligning priorities across functions.
• You leverage data operational metrics and customer insights to identify trends solve problems and drive measurable improvements. You are skilled at establishing service processes operational KPIs and customer support infrastructure that enable long-term success.
• You hold a bachelors degree in a relevant technical or business discipline and bring at least 7 years of progressive service leadership experience including 3 years of people management. You are comfortable supporting new product introductions service readiness activities and traveling up to 30-50% to support customers and field operations.
• You must be able to successfully perform the following minimum Physical Cognitive and Environmental job requirements with or without accommodation for this position.

How we work together:

We believe that we are better together than apart. For our office-based teams this means working in-person at least 3 days per week. Onsite roles require full-time presence in the companys facilities. Field roles are most effectively done outside of the companys main facilities generally at the customers or suppliers locations.

This is an in office role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters and we wont stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business .
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details:

The pay range for this position in CO OH is $151000 to $241000 Annually.

The pay range for this position in MN is $153000 to $253000 Annually.

The pay range for this position in CA and MA is $169000 to $270000 Annually.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills experience business needs geographical location and internal equity.

In addition other compensation such as an annual incentive bonus sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program which includes a generous PTO 401k (up to 7% match) HSA (with company contribution) stock purchase plan education reimbursement and much more. Details about our benefits can be found here .

At Philips it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information:

• US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa now or in the future.
• Company relocation benefits will not be provided for this position.

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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

Required Experience:

Director