Service Delivery Director

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

📋 Description

• Drive profitable growth, operational excellence, and enhance customer satisfaction within Agilent's service organization.

• Lead field service operations while cultivating high-performing service teams.

• Deliver on service business performance metrics, including revenue growth, profitability, margin enhancement, and operational efficiency.

• Boost service contract renewals, service attachment rates, lead generation, and revenue recognition.

• Oversee P&L objectives through meticulous financial planning, forecasting, and resource management.

• Reduce service delivery costs without compromising customer satisfaction and service quality.

• Monitor business metrics to foster continuous improvement and informed decision-making.

• Advocate for a customer-centric service culture, enhancing customer loyalty.

• Develop innovative service solutions, delivery models, and support processes.

• Elevate service quality, responsiveness, and customer satisfaction standards.

• Engage with strategic customers to address and resolve escalated service issues.

• Oversee installation, maintenance, repair, calibration, qualification, and support of both Agilent and non-Agilent products and systems.

• Establish operational standards, performance expectations, and best practices.

• Optimize workforce planning, resource allocation, and service execution.

• Drive operational excellence, process optimization, and initiatives for scalability.

• Lead, develop, and inspire Field Service Engineers, Service Technicians, and service leaders.

• Build succession plans and leadership pipelines.

• Collaborate with Sales, Commercial Operations, Customer Success, Technical Support, Marketing, Quality, Regulatory, and Business Unit leaders.

• Work across regional and global organizations to support acquisitions, product launches, and organizational transformations.

• Ensure adherence to company policies, regulations, customer site access requirements, and industry standards.

• Promote safety, integrity, and operational compliance.

⛳️ Requirements

• Bachelor's degree in Engineering, Life Sciences, Business, Operations, or a related field.

• At least 5 years of experience in leading people, programs, projects, or business functions.

• Proven leadership experience in managing service, operations, technical support, or field service organizations.

• Experience in budget management, operational performance, and business financials.

• Strong grasp of customer service operations, field service management, and business performance metrics.

• Demonstrated ability to lead through change and drive organizational transformation.

• Willingness to travel as required.

• Must consent to and fulfill Agilent-approved customer and vendor credentialing requirements.

• Ability to meet requirements that may include proof of identity, certifications, training records, immunizations, and health and safety compliance documentation.

• Experience in leading geographically dispersed or multi-site service organizations.

• Prior ownership of P&L or significant operating budgets.

• Background in supporting laboratory, analytical instrumentation, life sciences, diagnostics, healthcare, or related technical environments.

• Experience in implementing Lean, Six Sigma, or operational excellence programs.

• Proven track record of building high-performing teams and achieving measurable business results.

🏝️ Benefits

• Bonus eligibility.

• Stock eligibility.

• Comprehensive benefits package.

• Option for remote work.

• Choice of a company car or reimbursement for personal vehicle usage in the US.

• Opportunities for professional development.

• Access to coaching and mentoring.

• Travel support as necessary.