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Team: Support
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Regional Service Director based in the United States.
This senior leadership role is responsible for driving service excellence and commercial performance across a large U.S. region within a global healthcare organization.
It focuses on leading field service teams to ensure high system uptime, strong customer satisfaction, and operational efficiency across clinical laboratory environments.
The role plays a critical part in supporting the successful installation, implementation, and ongoing performance of advanced diagnostic solutions at customer sites.
You will lead cross-functional technical teams, ensuring consistency in service delivery, compliance, and process standardization across the region.
The position combines strategic leadership, customer engagement at executive level, and hands-on operational oversight of service execution.
It is a high-impact role where service quality directly influences customer retention, renewal rates, and business growth.
The environment is fast-paced, highly technical, and customer-centric, with a strong emphasis on innovation and healthcare outcomes.
Accountabilities:
- Lead and develop regional field service teams to ensure efficient execution of service strategies, strong performance metrics, and alignment with organizational goals.
- Oversee implementation and installation of diagnostic solutions at customer sites, ensuring smooth deployment and optimal system performance.
- Drive improvements in first-time fix rates, uptime, and cost efficiency by leveraging predictive service tools, data insights, and process optimization.
- Manage Technical Application Specialist teams to support assay correlation, method validation, and laboratory integration activities.
- Develop and execute regional service strategies, including budgeting, resource planning, and operational execution aligned with business objectives.
- Engage with key customers, including executive-level stakeholders, to strengthen relationships, ensure satisfaction, and drive long-term retention.
- Ensure compliance with regulatory, quality, and internal standards while delivering a differentiated and high-quality customer experience.
- Identify market and operational trends and implement proactive service improvements to enhance performance and profitability.
- Bachelor’s degree in engineering, biological sciences, medical technology, or a related technical field; equivalent industry experience considered.
- Strong experience in clinical diagnostics, IVD technologies, or laboratory/clinical engineering environments.
- Proven leadership experience managing field service organizations and/or people leaders in a technical or healthcare setting.
- Demonstrated ability to lead cross-functional teams and manage large-scale operational service delivery across a geographic region.
- Strong customer-facing experience, including ability to engage and influence senior executives and clinical stakeholders.
- Solid understanding of service operations, uptime management, cost optimization, and performance metrics.
- Strong analytical and problem-solving skills with the ability to drive continuous improvement initiatives.
- Excellent communication and leadership skills, with the ability to inspire teams and drive accountability.
- Willingness to travel extensively (up to 75%) across the assigned region.
- Competitive base salary range of approximately $149,300 – $298,700 USD, depending on experience and location.
- Comprehensive health coverage, including medical, dental, and vision insurance with strong employer support.
- Retirement savings plan with generous employer contributions.
- Career development opportunities within a global healthcare organization operating in more than 160 countries.
- Inclusive and diverse workplace culture recognized globally for excellence and employee satisfaction.
- Flexible work arrangements with a remote-based structure and significant field engagement.
- Paid time off and well-being programs supporting work-life balance.
- Opportunity to lead high-impact service operations that directly improve patient care and diagnostic outcomes.
Requirements:
Benefits:
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