VP, Global Service

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At first glance, you'll see that for more than 80 years we've been dedicated to advancing and optimizing the laboratory to move science and healthcare forward. Join a team where you can be heard, be supported, and always be yourself. We're building a culture that celebrates backgrounds, experiences, and perspectives of all our associates. Look again and you'll see we are invested in you, providing the opportunity to build a meaningful career, be creative, and try new things with the support you need to be successful.

Beckman Coulter Diagnostics is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges.

The Vice President of Global Service for Beckman Coulter Diagnostics is a key leadership role responsible for overseeing the global service operations and strategies for Beckman Coulter's suite of IVD laboratory products. This includes ensuring the delivery of exceptional service and support to customers worldwide, driving service revenue growth, enhancing customer satisfaction, and improving operational efficiency.

The VP will lead a high-performing team to meet the evolving needs of our business and customers through initiatives including driving service revenue growth through service contracts and design for service in new product introductions, service delivery process reengineering, parts cost reduction, capacity studies, and leading strategic initiatives focused on service efficiency. This will also include leading the service organization towards a vision of remote resolution, AI and automated service delivery, and optimal utilization of our technical service teams to best solve challenges today, prevent challenges tomorrow and work towards ensuring legacy products and systems are managed compliantly.

To do so, this role will collaborate closely with internal stakeholders, such as Product Development, Quality, Regulatory and Clinical, Legal & Compliance, Regional Commercial & Service Teams, Global Operations, Human Resources & Finance, to ensure alignment and maximize business opportunities in addition to staying abreast of industry trends and the competitive landscape to identify new growth areas and capitalize on emerging market opportunities while maintaining the highest standards of customer service and technical excellence.

The Vice President, Global Service is a remote role that can be located anywhere in the world and will be responsible for and participate in the following:

Strategic Leadership:
• Develop and implement the global service strategy aligned with company goals, product offerings, and customer needs.
• Lead the transformation of service delivery, leveraging technology and process improvements to enhance customer experience and operational efficiency.
• Collaborate with R&D, Product Management, and Operations to improve serviceability and product performance and ensure rapid resolution, achieve customer support, and meet financial objectives as set forth by executive management.

Operational Management:
• Partner with regional leaders to oversee global service operations, ensuring high-quality support for customers, including installation, maintenance, repair, and technical troubleshooting.
• Utilizes data to evaluate and quantify customer service effectiveness. Completes ROI analyses on all field service programs, initiatives and systems and recommends appropriate improvements.
• Drive continuous improvement of service processes, procedures, and workflows to meet performance and adheres to and supports the Quality Policy, Quality System procedures and guidelines.
• Ensure the availability of service parts and resources in a timely manner, minimizing equipment downtime and enhancing customer satisfaction.

Revenue Growth and Financial Performance:
• Develop and execute strategies to increase service revenue, including extended warranties, service contracts, parts sales, field services, and other professional and managed service opportunities.
• Manage the service P&L, including budgeting, forecasting, and cost control to maximize profitability.
• Establish key performance indicators (KPIs) to measure service performance, and implement corrective actions as necessary.

Customer Satisfaction and Relationship Management:
• Champion a customer-first mindset, ensuring that all service activities meet or exceed customer expectations for quality, timeliness, and communication.
• Deliver best in class customer training via a mix of in-person, virtual, and best in class e-learning recurring course materials.
• Oversee the implementation of customer feedback programs to continuously improve service offerings.

Team Leadership and Development:
• Lead, mentor, and develop a high-performing global service team, fostering a culture of excellence, accountability, and collaboration.
• Oversee the recruitment, training, and professional development of service personnel to ensure they are equipped with the knowledge, skills, and resources to succeed.
• Develop and maintain a strong network of external service partners and vendors to extend service capabilities where necessary.
• Develops and executes a talent management strategy that ensures Global Service is able to attract and retain top talent and that future succession needs can be addressed from within the company.

Global Coordination:
• Manage and coordinate global service operations across multiple regions, ensuring alignment in processes, service delivery standards, and policies.
• Adapt global service strategies to regional requirements and regulations, including compliance with local laws and industry standards.
• Provide timely insights to regarding service performance, challenges, and opportunities.

Innovation and Industry Trends:
• Stay up-to-date with industry trends, emerging technologies, and customer expectations to drive service innovation and competitive advantage.
• Implement new technologies, such as remote diagnostics, predictive maintenance, and AI-driven service tools, to improve service offerings and customer experience.

Qualifications

Candidates should have extensive in service, ideally within a large ($2B+) complex life sciences company that sells both capital equipment with a consumable component.

Education :
• Bachelor's degree in Engineering, Business Administration, or a related field (Master's degree preferred).

Experience :
• Minimum of 18+ years of experience in global service management, with at least 5 years in a senior leadership role within the capital equipment or industrial machinery sector.
• Proven track record of driving service revenue growth, improving operational efficiency, and enhancing customer satisfaction in a global service environment.
• Experience in managing large, geographically dispersed teams and coordinating with cross-functional departments.
• Strong understa.