Director, WW Service

Werfen•Bedford, MA

4d•$180,000 - $225,000

About The Position

The Director, Worldwide Service leads the vision, strategy, performance, and transformation of Werfen’s global service organization supporting its Acute Care Diagnostics and Hemostasis businesses. The role is responsible for delivering an exceptional customer experience and sustainable business growth by modernizing service through data, digital capabilities, remote support, predictive approaches, and standardized global processes. The Director partners closely with regional and affiliate service organizations while developing people, driving accountability, and fostering high performance. The position develops global strategy and governance, establishes performance metrics and operating systems, and leads initiatives to improve equipment uptime, first-time fix rates, response times, productivity, customer satisfaction, and business results. It builds collaboration and capabilities across the global service network and ensures customer and field insights inform decisions throughout the product lifecycle. The Director works with product and development teams to support product reliability, serviceability, cybersecurity readiness, digital service enablement, product improvements, and successful global launches. The role also aligns service priorities with commercial and business objectives and may act as executive sponsor for major customer relationships. The role partners closely with R&D, Quality, Operations, Product Management, Marketing, Regulatory Affairs, Manufacturing, and worldwide Affiliate organizations. Global travel of up to 30–40% is required. The annual base salary range is $180,000 to $225,000. Werfen offers eligible employees medical, dental, and vision insurance, a 401(k) plan with employer match, paid vacation and sick leave, and performance-based bonuses for management and select professional roles.

Requirements

Bachelor’s degree in Engineering, Business, Life Sciences, Medical Technology, or a related field, or relevant work experience substituted at management’s discretion.
At least 5 years leading multi-site or international service organizations, subject to possible exception or substitution at management’s discretion.
Demonstrated experience driving organizational transformation and change management.
Proven success leading through influence across matrixed global organizations.
Strong business acumen and financial management experience.
Experience working in regulated industries; medical devices, diagnostics, healthcare technology, or life sciences preferred.
Experience supporting both capital instrumentation and software-enabled solutions.
Experience implementing digital service platforms, remote support technologies, field service management systems, and data analytics solutions.
Up to 30–40% global travel.

Nice To Haves

Advanced degree in Business Administration, Engineering, Life Sciences, or a related discipline.
Exposure to Acute Care Diagnostics, Hemostasis, Laboratory Diagnostics, Medical Devices, or Healthcare Technology industries.
Lean Six Sigma or Continuous Improvement certification.
Experience leading global service transformation initiatives.

Responsibilities

Develop and execute a comprehensive global service strategy aligned with Werfen’s growth objectives and long-term vision for Acute Care Diagnostics and Hemostasis.
Lead implementation of strategic initiatives emerging from the Global Service Workshop.
Define and drive a roadmap to modernize service delivery using digital technologies, connected instruments, predictive analytics, remote diagnostics, knowledge management, and automation.
Establish service as a strategic differentiator and competitive advantage for Werfen.
Drive continuous improvement focused on operational excellence, customer outcomes, and employee engagement.
Establish global service standards, operating models, and governance processes that create regional consistency while respecting local market requirements.
Develop and monitor service performance metrics, KPIs, dashboards, and management operating systems to drive execution and accountability.
Lead initiatives to improve equipment uptime, first-time fix rates, response time, productivity, customer satisfaction, and business performance.
Ensure effective escalation management and rapid resolution of critical customer and operational issues.
Drive Lean, Daily Management, Continuous Improvement, and problem-solving methodologies throughout the service organization.
Build collaborative relationships with Affiliate Service Leaders and Regional Management teams worldwide.
Develop a high-performing global service network through alignment, capability development, sharing best practices, and effective governance.
Partner with affiliates on standardized service processes, technical competencies, workforce planning, and customer support models.
Foster collaboration and mutual accountability across geographic boundaries.
Integrate customer needs and field insights into strategic business decisions and represent the voice of service and the customer throughout the product lifecycle.
Influence product strategy, reliability, serviceability, lifecycle planning, cybersecurity readiness, and digital service enablement.
Partner with Research & Development to incorporate service requirements early in product design and development.
Create feedback loops among customers, field organizations, and development teams to accelerate product improvements and issue resolution.
Support product launches by ensuring global service readiness, technical training, documentation, and support infrastructure.
Drive a customer-centric culture and develop strategies to improve customer loyalty, advocacy, and retention.
Partner with Commercial, Marketing, and Product teams to align service priorities with customer and business objectives.
Ensure service performance supports revenue growth, market share expansion, and long-term business success.
Act as executive sponsor for major customer relationships when needed.
Perform other duties and responsibilities as assigned.