Director, Global Service Enablement

Overview

The Director of Global Service Enablement is responsible for leading a cross-functional team to execute the Advanced Diagnostics Global Service strategy that enables outstanding customer experience, operational excellence, and accretive business growth.

 

This role will report directly to the Vice President of Global Service and partner closely with R&D, Quality, Regulatory Affairs, Operations, Segment Product Management, Regional Commercial & Service teams to ensure Microbiology, Molecular Diagnostics, Clinical LC-MS platforms are designed, launched, and supported with world-class serviceability to improve customer satisfaction, product reliability, and profitability.

Responsibilities

Customer Experience & Service Excellence

• Champion a customer-first and continuous improvement culture across the organization while driving urgent resolution of critical escalations and systemic product issues.
• Partner with regional service leaders to ensure consistent and effective service delivery globally, establishing best practices that enhance field productivity and customer loyalty while driving global alignment of processes, tools, systems.
• Monitor key performance indicators (KPIs) and leverage data analytics to identify trends and opportunities to improve customer satisfaction, service efficiency, delivery compliance, product health, and profitability.

Product Lifecycle & Service Readiness

• Lead service involvement in new product development and commercialization activities, advocating for design-for-serviceability requirements.
• Ensure service readiness for global product launches, including training, documentation, tools, spare parts, and service procedures.
• Support sustaining activities for commercialized products through reliability improvement and cost-to-service reduction initiatives.
• Oversee service inputs for product changes, quality investigations, and corrective actions.

Technical Training & Knowledge Management

• Develop and sustain a global technical training strategy for field service associates to ensure effective transfer of product knowledge, technical expertise, and service best practices.
• Promote standardized technical documentation and knowledge management processes to drive field readiness and competency development programs.
• Leverage knowledgebase and technology, including AI/ML, to accelerate search capabilities, troubleshooting, and issue resolution to maximize system uptime and reduce service costs.

Systems & Supply Chain

• Partner with the enterprise-level Service Excellence team to execute a digital transformation roadmap to sustain and transition IT platforms including service CRM, omni-channel telephony, remote connectivity and telemetry, and customer-facing portal.
• Ensure global oversight of regional service supply chain activities including parts demand and distribution planning, ordering, reverse logistics, repair and refurbishment capabilities.

Quality & Compliance

• Promote a culture of accountability, integrity, and operational discipline to ensure compliance with company policies, quality systems, and applicable regulatory requirements.
• Partner with Quality and Regulatory Affairs to address customer complaints, CAPAs, audits, and service-related compliance activities.

People Leadership

• Attract, retain, and develop a geographically dispersed team of technical professionals, both individual contributors and people managers.
• Foster an inclusive, high-performance culture focused on collaboration, innovation, and accountability.
• Build organizational capability through succession planning, talent development, and employee engagement initiatives.

Qualifications

• Bachelor’s degree in biology, chemistry, engineering, or a related field.
• 10+ years of experience in the diagnostics, life sciences, or analytical instrument industry.
• 5+ years of leading field service & support, service development & engineering, or related functions.
• Proven experience in managing a service P&L, building business cases, and supporting annual operating plans.
• Knowledge of phased gate new product development, life cycle management, digital service technologies, remote diagnostics, predictive analytics.
• Demonstrated success leading cross-functional initiatives, implementing organizational changes, and driving business transformation through stakeholder management.
• Understanding of FDA, ISO, GMP or other regulated environments.
• Effective communication skills and fluent in English.
• Ability to travel frequently in the US and other regions as needed.