Director, Field Service

POSITION SUMMARY:

The Field Service Director is responsible for leading, managing, and coordinating all aspects of the MSD's global field service operations. This role ensures that field service teams are providing world-class service, driving customer satisfaction, enhancing service delivery, and optimizing operational efficiency across multiple regions and markets. This position is key in shaping the strategic direction of the global service function, ensuring scalability, cost-effectiveness, and responsiveness to evolving customer needs.

DUTIES AND RESPONSIBILITIES: 

1. Strategic Leadership:

• Develop and implement the global field service strategy aligned with business objectives, customer requirements, and industry best practices.

• Lead and manage field service teams across multiple international regions.

• Set global performance standards, KPIs, and benchmarks for field service operations.

• Identify and drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.

2. Operations Management:

• Oversee day-to-day field service operations, ensuring consistency in service delivery across global markets.

• Ensure resource allocation is optimal and optimize cost efficiency of field service activities.

• Coordinate with the logistics and supply chain teams to ensure the timely availability of spare parts, equipment, and tools needed for field operations.

• Ensure that service level agreements (SLAs) are met and that response times and resolution times are optimized globally.

3. Customer Relationship Management:

• Establish and maintain strong relationships with key global clients and customers, ensuring their needs and expectations are met.

• Work closely with sales and account management teams to provide a seamless customer experience from installation to maintenance.

• Address and resolve complex customer issues escalated from regional teams, ensuring high levels of satisfaction.

• Develop and implement a white glove service experience for flagship instrumentation, ensuring exceptional service delivery and a personalized approach for high-value clients.

4. Team Development:

• Lead the recruitment and selection process for service engineers across various instrument platforms, ensuring that candidates meet both technical and cultural fit requirements.

• Build, manage, and develop a team of skilled service engineers capable of supporting a broad portfolio of instruments and technology solutions

• Provide training programs to enhance the technical expertise and customer service skills of the field service team.

• Ensure the implementation of best practices and promote a culture of safety, quality, and excellence.

• Conduct regular performance reviews, set goals, and guide career development for team members.

5. Leadership

• Lead, mentor, and coach field service managers and engineers to build high-performing, customer-focused teams.

• Partner with internal stakeholders to identify and address service delivery gaps and opportunities for improvement.

• Support the creation of a scalable workforce model to accommodate growth across different geographic regions and product lines.

6. Global Coordination and Communication:

• Foster collaboration across regions and departments to ensure seamless global operations.

• Communicate effectively with executive leadership on service performance, challenges, and opportunities.

• Ensure that teams have the necessary tools, technologies, and training to perform at the highest level, including adopting digital solutions for service management, and reporting.

7. Compliance and Risk Management:

• Ensure compliance with local, regional, and international regulations, safety standards, and quality protocols.

• Develop and implement risk management strategies for field service operations to mitigate potential operational, legal, and financial risks.

• Maintain awareness of technological, regulatory, and market trends impacting the field service industry.

8. Data Analytics and Reporting:

• Use data-driven insights to monitor performance, identify trends, and optimize service delivery.

• Implement advanced service analytics tools to provide actionable insights into service operations, costs, and customer satisfaction.

• Produce regular reports for leadership that outline service performance metrics, budget adherence, and areas for improvement.

9. Service Documentation Management:

• Oversee the improvement and continuous refinement of existing service documentation to ensure it is comprehensive, accurate, and easily accessible.

• Implement and maintain a centralized system to manage and track service documentation, ensuring that all field engineers have quick access to up-to-date resources, manuals, procedures, and troubleshooting guides.

• Collaborate with engineering and product teams to ensure documentation is aligned with product developments and field updates, and incorporate feedback from service engineers to enhance clarity and usability.

• Establish a process for regular audits and updates to service documentation to reflect changes in technology, best practices, and operational procedures.

• Lead efforts to standardize documentation formats and templates across various instrument platforms for consistency and efficiency.

• Ensure that service documentation is easily searchable, well-organized, and supported by a version control system to track updates.

EXPERIENCE AND QUALIFICATIONS:

• Bachelor’s degree in Engineering, Business Administration, or a related field 

o Master’s degree preferred.

• Relevant certifications in project management, service management (e.g., ITIL, Six Sigma) are a plus.

• A minimum of 10 years of experience in a senior leadership role within field service or operations management, with at least 5 years of experience in a global capacity.

• Strong experience in managing large-scale service operations with an emphasis on customer satisfaction, efficiency, and profitability.

• Extensive experience with managing technical service projects, preferably in a high-tech, life-sciences environment.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong leadership and team-building skills, with the ability to manage and inspire geographically dispersed teams.

• Excellent communication, negotiation, and interpersonal skills with an ability to influence at all levels including the senior management team.

• Analytical mindset with experience using data to drive decision-making and continuous improvement. The candidate should demonstrate capability for abstract thinking and complex reasoning.

• Deep understanding of field service management software, CRM systems, and resource planning tools.

• Knowledge of regulatory requirements and safety standards for international operations.

• Ability to thrive in a fast-paced, global environment and manage competing priorities.

• Strong problem-solving capabilities, especially in managing complex customer issues or field challenges with the ability to remain calm under pressure.

• Entrepreneurial mindset with a focus on achieving business results and exceeding customer expectations.

• A high degree of cultural sensitivity and adaptability, with experience in managing international teams across different time zones and countries.

PHYSICAL DEMANDS:

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the workplace.

Occasionally requires moving/lifting up to 40 pounds.

WORK ENVIRONMENT:

This position is typically performed in a home office environment. This position may require travel up to 50% of the time.

COMPENSATION SUMMARY

The annual base salary for this position ranges from $147,600. to $230,600. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate’s knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non-discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company's overall success.

BENEFITS SUMMARY

At MSD, we offer a comprehensive benefits package to support our employees' well-being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company-paid short- and long-term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.

EEO/AA STATEMENT

MSD is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We welcome applications from all qualified candidates, making employment decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age, protected veteran status, pregnancy, disability status, or any other protected characteristic. For our full EEO/AA and Pay Transparency statement, please visit here. 

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