Director, Global Service & Support Development

What You Will Lead: Product Commercialization & Innovation

• Lead the development and global readiness for the delivery of service, support and professional services offerings that strengthen customer outcomes and business growth.
• Partner with global and remote factories to ensure new instruments and applications are designed for successful serviceability, supportability and commercialization.
• Guide research and development efforts for instrument and service innovation, applying broad scientific and technical expertise to identify high-value opportunities.
• Drive measurable impact across Life Sciences Solutions divisions through differentiated service capabilities and disciplined product lifecycle leadership.

Strategy & Business Impact

• Set direction for new service products, processes, standards and operating plans with meaningful impact on organizational results.
• Use data, customer insight and business judgment to shape priorities, build compelling business cases and create alignment across stakeholders.
• Partner consultatively with Marketing, Product Management, business units and OEM strategic partners to identify and advance new growth opportunities.
• Apply strong understanding of P&L drivers, budget stewardship, risk assessment and fact-based ROI to guide investment decisions.

Global Customer Focus

• Build strong customer relationships and bring the voice of the customer into service and support strategy, product requirements and innovation priorities.
• Apply deep knowledge of Life Science academic and clinical customer needs to develop global, customer-centric solutions.
• Translate customer and marketplace insight into strategies that can expand revenue, market share and service value across regions.

People & Organizational Leadership

• Build, lead and develop a high-performing multidisciplinary organization across functions, sites and geographies.
• Create bench strength by developing talent, matching people to the highest-impact work and building clear leadership capability for the future.
• Attract, engage, develop and retain top talent while fostering a strong culture across Global Services & Support and Commercial Business Units.
• Inspire and empower both direct and indirect teams to exceed objectives, move with urgency and deliver against short- and long-term priorities.

Matrix Leadership & Execution

• Achieve results in a highly matrixed global organization by building trust, influencing effectively and creating shared accountability across functions.
• Motivate and align internal and external cross-functional teams, including indirect stakeholders and strategic partners, around common goals.
• Anticipate complex cross-functional issues, analyze tradeoffs and execute broad-based solutions that improve outcomes for customers and the business.

What Will Make You Successful

• A track record of leading product and service innovation from development through commercial launch, sustainability and end-of-life.
• Demonstrated independence, sound judgment and leadership of complex technical teams and initiatives.
• The ability to create a compelling vision for breakthrough concepts and connect that vision to business strategy and customer value.
• Deep understanding of service and support organizations, including the interdependencies required to deliver excellent global customer experiences.
• Demonstrable expertise defining service product requirements for new instrument product launches.
• Executive-level written and verbal communication skills, with the ability to move comfortably between technical and business audiences.
• Strong collaboration skills and the ability to work effectively across diverse, cross-functional teams and multiple sites.