Director, Service Operations - Image-Guided Therapy Devices

Philips•Cleveland, MN

7d•Onsite

About The Position

Help build a best-in-class service organization that enables growth, innovation, and customer success. In 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.

Requirements

Successfully led field service, depot/repair operations, technical support, customer support, or service operations teams, and have experience building or transforming service organizations.
Know how to establish scalable operating models, processes, training programs, and performance management systems.
Strong people leader with experience hiring, coaching, developing talent, and building high-performing teams.
Track record of driving organizational growth and fostering a culture of accountability and continuous improvement.
Substantial experience in service operations leadership and strong business acumen to managing operational performance.
Use metrics to improve productivity, control costs, enhance quality, and increase customer satisfaction.
Comfortable working in regulated environments, ideally within medical devices, healthcare technology, diagnostic imaging, or life sciences.
Understand quality systems, regulatory requirements, and the operational discipline required to support compliant service organizations.
Excel at collaborating across complex, matrixed organizations and can effectively influence stakeholders across engineering, manufacturing, quality, regulatory, commercial, and supply chain teams.
Experience partnering with centralized service organizations and aligning priorities across functions.
Leverage data, operational metrics, and customer insights to identify trends, solve problems, and drive measurable improvements.
Skilled at establishing service processes, operational KPIs, and customer support infrastructure that enable long-term success.
Hold a bachelor's 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.
Comfortable supporting new product introductions, service readiness activities, and traveling up to 30-50% to support customers and field operations.
Must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

Responsibilities

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.
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.
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.
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.
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.
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.