Director, Service Operations - Image-Guided Therapy Devices

Job description

Job TitleDirector, Service Operations - Image-Guided Therapy Devices Job DescriptionHelp 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. You're the right fit if: You've successfully led field service, depot/repair operations, technical support, customer support, or service operations teams, and have experience building or transforming service organizations. You know how to establish scalable operating models, processes, training programs, and performance management systems. You're a strong people leader with experience hiring, coaching, developing talent, and building high-performing teams. You have a track record of driving organizational growth and fostering a culture of accountability and continuous improvement. You have substantial experience in service operations leadership and bring strong business acumen to managing operational performance. You use metrics to improve productivity, control costs, enhance quality, and increase customer satisfaction. You're comfortable working in regulated environments, ideally within medical devices, healthcare technology, diagnostic imaging, or life sciences. You understand quality systems, regulatory requirements, and the operational discipline required to support compliant service organizations. You excel at collaborating across complex, matrixed organizations and can effectively influence stakeholders across engineering, manufacturing, quality, regulatory, commercial, and supply chain teams. You have experience partnering with centralized service organizations and aligning priorities across functions. You leverage data, operational metrics, and customer insights to identify trends, solve problems, and drive measurable improvements. You are skilled at establishing service processes, operational KPIs, and customer support infrastructure that enable long-term success. You 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. You are comfortable supporting new product introductions, service readiness activities, and traveling up to 30-50% to support customers and field operations. You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. How we work together: We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. This is an in office role. About Philips We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. Learn more about our business. Discover our rich and exciting history. Learn more about our purpose. Learn more about our culture. Philips Transparency Details: The pay range for this position in CO, OH, is $151,000 to $241,000 Annually. The pay range for this position in MN is $153,000 to $253,000 Annually. The pay range for this position in CA and MA is $169,000 to $270,000 Annually. The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. Additional Information: 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. Company relocation benefits will not be provided for this position. #LI-PH1 #LI-Office #ImageGuidedTherapy This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.