Service Director – NA, Science

This is a fully remote position, open to applicants in New Hampshire, +4 more states.

📋 Description

• Lead and cultivate a high-performing service organization based in North America.

• Propel profitable revenue growth, operational excellence, and an exceptional customer experience.

• Formulate and implement service strategies for Science that align with global and divisional objectives.

• Collaborate closely with Commercial, Marketing, Finance, HR, IT, and Global Service leadership to facilitate scalable growth.

• Enhance strategic customer relationships and promote long-term market expansion in North America.

• Manage and deliver the P&L for NA Science Services, ensuring commitments to revenue growth, margin enhancement, and cash flow performance.

• Drive improvements in service contract penetration, renewal rates, attach rates, and lifecycle revenue growth.

• Create financial forecasts, workforce planning models, and investment strategies that align with business goals.

• Oversee Field Service Operations and Regional Technical Support.

• Ensure consistent service delivery standards, responsiveness, and compliance across all regions.

• Identify evolving customer needs within the pharmaceutical, biotech, academic, and government sectors and implement tailored service solutions.

• Guarantee high-quality service performance for strategic national and global accounts operating in North America.

• Develop and execute both short-term (1-2 years) and long-term (3-5 years) service strategies for NA Science.

⛳️ Requirements

• A bachelor's degree is required; an MBA or advanced degree is preferred.

• Extensive leadership experience in service operations within a multinational organization.

• Proven track record of managing full P&L responsibility with consistent profitable growth.

• Ability to operate effectively in a matrixed global organization.

• Strong commercial acumen with experience in close collaboration with Sales and Business Development.

• In-depth understanding of the North American life sciences, academic, and research markets is preferred.

• Exceptional executive communication and stakeholder management skills.

• Willingness to travel globally up to 30% of the time.

🏝️ Benefits

• A selection of national medical and dental plans, along with a national vision plan that includes health incentive programs.

• Employee assistance and family support programs, which include commuter benefits and tuition reimbursement.

• A minimum of 120 hours of paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy.

• Retirement and savings programs, including our competitive 401(k) U.S. retirement savings plan.

• The Employees’ Stock Purchase Plan (ESPP) provides eligible colleagues the opportunity to purchase company stock at a discount.