Head of Services - Support and Managed [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Regional Service Director based in the United States.

This senior leadership role is responsible for driving service excellence and commercial performance across a large U.It focuses on leading field service teams to ensure high system uptime, strong customer satisfaction, and operational efficiency across clinical laboratory environments.

The role plays a critical part in supporting the successful installation, implementation, and ongoing performance of advanced diagnostic solutions at customer sites.

You will lead cross-functional technical teams, ensuring consistency in service delivery, compliance, and process standardization across the region.

The position combines strategic leadership, customer engagement at executive level, and hands-on operational oversight of service execution.

It is a high-impact role where service quality directly influences customer retention, renewal rates, and business growth.

The environment is fast-paced, highly technical, and customer-centric, with a strong emphasis on innovation and healthcare outcomes.

Lead and develop regional field service teams to ensure efficient execution of service strategies, strong performance metrics, and alignment with organizational goals.

Oversee implementation and installation of diagnostic solutions at customer sites, ensuring smooth deployment and optimal system performance.

Drive improvements in first-time fix rates, uptime, and cost efficiency by leveraging predictive service tools, data insights, and process optimization.

Manage Technical Application Specialist teams to support assay correlation, method validation, and laboratory integration activities.

Develop and execute regional service strategies, including budgeting, resource planning, and operational execution aligned with business objectives.

Engage with key customers, including executive-level stakeholders, to strengthen relationships, ensure satisfaction, and drive long-term retention.

Ensure compliance with regulatory, quality, and internal standards while delivering a differentiated and high-quality customer experience.

Identify market and operational trends and implement proactive service improvements to enhance performance and profitability.

Bachelor’s degree in engineering, biological sciences, medical technology, or a related technical field; Proven leadership experience managing field service organizations and/or people leaders in a technical or healthcare setting.

Demonstrated ability to lead cross-functional teams and manage large-scale operational service delivery across a geographic region.

Strong customer-facing experience, including ability to engage and influence senior executives and clinical stakeholders.

Solid understanding of service operations, uptime management, cost optimization, and performance metrics.

Willingness to travel extensively (up to 75%) across the assigned region.

Comprehensive health coverage, including medical, dental, and vision insurance with strong employer support.

Retirement savings plan with generous employer contributions.

Flexible work arrangements with a remote-based structure and significant field engagement.

Paid time off and well-being programs supporting work-life balance.

Opportunity to lead high-impact service operations that directly improve patient care and diagnostic outcomes.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. The final decision and next steps (interviews, assessments) are managed by their internal team.

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