Service Operations Manager - Medical Device (Bedford, MA / Plymouth, MN)

Philips•Minneapolis, MA

5d•Hybrid

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.

Requirements

Successfully led field service, depot/repair operations, technical support, customer support, or service operations teams, and have experience building or transforming service organizations.
Experience establishing scalable operating models, processes, training programs, and performance management systems.
Strong people leadership experience 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.
Experience using 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.
Understanding of quality systems, regulatory requirements, and the operational discipline required to support compliant service organizations.
Skilled at collaborating across complex, matrixed organizations and effectively influencing stakeholders across engineering, manufacturing, quality, regulatory, commercial, and supply chain teams.
Experience partnering with centralized service organizations and aligning priorities across functions.
Experience leveraging 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.
Bachelor's degree in a relevant technical or business discipline.
At least 7 years of progressive service leadership experience, including 3+ years of people management.
Comfortable supporting new product introductions, service readiness activities.
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.
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.
For this position, you must reside in or within commuting distance to Bedford, MA or Plymouth, MN.

Responsibilities

Lead and execute the end-to-end service strategy for the portfolio, building a scalable service model that supports business growth, customer success, and long-term organizational goals.
Own service business performance through KPI management, cost control, productivity improvement, and scalable service offerings.
Build, lead, and develop the service organization across field service, technical support, and depot/repair operations.
Oversee organizational design, hiring, onboarding, talent development, coaching, and performance management.
Establish the service operations infrastructure required for a regulated medical device business, including procedures, quality systems, repair processes, technical documentation, training programs, support tools, and operational metrics.
Develop reporting and business review mechanisms to track performance and drive operational excellence.
Partner with Philips North America Central Service to align service delivery models, governance, systems, processes, and operational capabilities.
Ensure successful integration into the broader Philips service ecosystem while maintaining compliance with quality, regulatory, and safety requirements.
Lead cross-functional service readiness for new product introductions and product lifecycle management by collaborating with R&D, Manufacturing, Quality, Regulatory Affairs, Commercial teams, and Supply Chain.
Drive continuous improvement through service analytics, customer feedback, and operational insights to enhance reliability, efficiency, support quality, and customer satisfaction.