Senior Director, Global Service – Material Sciences

This is a fully remote position, open to applicants in United States.

📋 Description

• Formulate and implement a comprehensive multi-year global service strategy that aligns with business priorities, customer requirements, and growth targets.

• Oversee the global service organization across the Americas, EMEA, China, and Asia Pacific.

• Participate as a member of the MSD Leadership Team in shaping division strategy, annual planning, investment choices, organizational development, and business performance evaluations.

• Foster a customer-focused, inclusive, and high-performance culture.

• Spearhead organizational transformation and change management initiatives.

• Manage global field service delivery and set performance benchmarks for response time, resolution time, first-time fix rates, uptime, productivity, capacity, quality, and customer satisfaction.

• Promote the standardization and continuous enhancement of service processes, tools, workflows, escalation protocols, and management systems.

• Direct global workforce and capacity planning efforts.

• Enhance predictability through forecasting, operational reviews, leading indicators, and corrective action strategies.

• Lead the global service growth strategy, which includes contract attachments, renewals, service plan adoption, upgrades, referrals, and other revenue-generating opportunities.

• Collaborate with Sales and Commercial Excellence on account strategies, instrument sales, and customer engagement initiatives.

• Improve service pricing, value-selling, portfolio strategies, and go-to-market approaches.

• Drive service growth and enhance inside service sales capabilities, focusing on pipeline management, conversion, retention, and commercial target execution.

• Utilize installed-base data, customer insights, and performance metrics to identify growth opportunities and optimize resource allocation.

• Provide executive leadership for global technical support and address complex technical challenges and escalations.

• Collaborate with Product Management, R&D, Applications, Quality, and Operations to enhance reliability, serviceability, launch readiness, and field performance.

• Develop technical training, certification, knowledge management, remote support, and competency development initiatives.

• Transform field and customer insights into improvements in products, processes, and services.

• Advocate for customer experience and enhance service outcomes on a global scale.

• Establish executive relationships with key customers and act as the executive sponsor for strategic accounts and critical escalations.

• Oversee global service revenue, expenses, productivity, and profitability metrics.

• Manage operating plans, forecasts, budgets, headcount strategies, and strategic investments.

• Drive margin enhancement and productivity through pricing strategies, mix optimization, process improvements, digital advancements, resource optimization, and cost management.

• Recruit, mentor, coach, and retain global service leaders and technical talent.

• Create succession plans, enhance leadership capabilities, develop technical career pathways, and implement development programs.

• Set goals, performance expectations, accountability measures, and recognition practices.

• Promote employee engagement, inclusion, cross-regional collaboration, and a culture of quality and safety.

⛳️ Requirements

• A Bachelor’s degree in Engineering, Science, Business, or a related discipline is required.

• A minimum of ten years of progressive leadership experience in service, customer support, commercial operations, or a comparable field.

• Proven track record of successfully leading a complex, multi-region service organization in a global context.

• Demonstrated ability to enhance customer satisfaction, drive service growth, improve operations, and lead organizational transformation.

• Strong financial acumen and business insight, with experience in budgeting, forecasting, business performance metrics, and profit enhancement.

• Experience in leading through change and building high-performing, geographically diverse teams.

• Preferred experience in scientific instrumentation, analytical instruments, laboratory technology, capital equipment, industrial technology, or a related field.

• Strategic thinker with the ability to convert enterprise-level strategy into actionable priorities and sustained execution.

• Strong customer focus and sound judgment in complex, high-stakes customer situations.

• Commercial awareness and understanding of installed-base, recurring revenue, and aftermarket service models.

• Proven operational excellence with the ability to leverage data, metrics, and operational mechanisms to enhance performance.

• Executive presence and the capacity to influence across various regions, functions, and organizational levels.

• Exceptional communication, collaboration, negotiation, and change leadership skills.

• Ability to operate effectively across diverse cultures, time zones, and market environments.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional growth and development.

• Flexible work arrangements to support work-life balance.

• Collaborative and inclusive work environment.