The International Service Director is responsible for leading, developing, and executing the WW service strategy for International markets. This senior leadership role ensures the delivery of world-class after-sales service through a network of regional teams and indirect business partners. The goal is to maximize uptime, ensure regulatory compliance, drive customer satisfaction, and support revenue growth through service excellence.
Specific Roles & Responsibilities
Develop and implement the global service delivery strategy in alignment with company goals
Provide leadership to regional service managers and country-level service teams
Define and manage KPIs and SLAs to drive operational excellence
Customer & Partner Relationship Management
Build strong relationships with key customers, distributors, and service partners globally
Act as an executive escalation point for major service issues or critical accounts
Drive a customer-first culture across service organizations worldwide
Operational Excellence
Oversee installation, maintenance, and repair activities across regions
Implement best practices for field service operations, remote diagnostics, and spare parts logistics
Support lifecycle service management including warranties, upgrades, and preventive maintenance programs
Service Revenue & Business Development
Identify and drive new revenue opportunities from service contracts, extended warranties, and upgrades
Collaborate with sales to align service offerings with commercial strategies
Monitor and optimize service profitability and cost efficiency
Data-Driven Management
Utilize data from service systems (e.g., SAP, Salesforce, ServiceMax) to monitor performance
Provide regular reports to executive leadership on service metrics, trends, and opportunities
Quality, Compliance & Risk Management
Ensure service operations comply with relevant medical device regulations (FDA, MDR, ISO 13485)
Lead global CAPA processes related to service failures or customer complaints
Manage risks related to installed base performance and service delivery gaps
Team Development
Recruit, mentor, and retain top service leadership talent globally
Foster a high-performance, collaborative, and diverse service culture
Lead training and certification initiatives for technical and soft skills development
Proven experience
i n leading and managing technical services and service sales in the medical imaging industry or related Healthcare sectors with, at least, 10+ years experience
A solid understanding of the medical imaging and services markets; including trends, technologies, products, and player
Experience with managing the indirect service model through channel partners
Other Requirements
Willingness to travel internationally up to 40–60%.
Fluent in English. Multilingual abilities are a plus.
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Specific Roles & Responsibilities
Develop and implement the global service delivery strategy in alignment with company goals
Provide leadership to regional service managers and country-level service teams
Define and manage KPIs and SLAs to drive operational excellence
Customer & Partner Relationship Management
Build strong relationships with key customers, distributors, and service partners globally
Act as an executive escalation point for major service issues or critical accounts
Drive a customer-first culture across service organizations worldwide
Operational Excellence
Oversee installation, maintenance, and repair activities across regions
Implement best practices for field service operations, remote diagnostics, and spare parts logistics
Support lifecycle service management including warranties, upgrades, and preventive maintenance programs
Service Revenue & Business Development
Identify and drive new revenue opportunities from service contracts, extended warranties, and upgrades
Collaborate with sales to align service offerings with commercial strategies
Monitor and optimize service profitability and cost efficiency
Data-Driven Management
Utilize data from service systems (e.g., SAP, Salesforce, ServiceMax) to monitor performance
Provide regular reports to executive leadership on service metrics, trends, and opportunities
Quality, Compliance & Risk Management
Ensure service operations comply with relevant medical device regulations (FDA, MDR, ISO 13485)
Lead global CAPA processes related to service failures or customer complaints
Manage risks related to installed base performance and service delivery gaps
Team Development
Recruit, mentor, and retain top service leadership talent globally
Foster a high-performance, collaborative, and diverse service culture
Lead training and certification initiatives for technical and soft skills development
Proven experience
i n leading and managing technical services and service sales in the medical imaging industry or related Healthcare sectors with, at least, 10+ years experience
A solid understanding of the medical imaging and services markets; including trends, technologies, products, and player
Experience with managing the indirect service model through channel partners
Other Requirements
Willingness to travel internationally up to 40–60%.
Fluent in English. Multilingual abilities are a plus.
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