Senior Director, Service

Operational

• •Translate the China Diagnostics Platform strategy into a multi-year service roadmap, clear priorities, investment choices, and measurable value-creation goals.
• •Lead cross-operating-company deployment of service standards, operating mechanisms, and capabilities while respecting each business’s customer and portfolio needs.
• •Use voice-of-customer, installed-base, workflow, and service-performance insights to identify unmet needs and improve uptime, responsiveness, reliability, and the overall customer experience.
• •Drive service innovation includes remote support, predictive and preventive maintenance, connected-service offerings, digital tools, automation, and new business service models.
• •Partner with commercial, operations, R&D, digital, finance, quality, regulatory, legal, and global service leaders to deliver integrated customer solutions.
• •Establish platform-level governance and performance management for service growth, contract penetration, customer retention, productivity, quality, cost, and working capital.
• •Apply DBS to strategy deployment, daily management, problem solving, funnel management, and continuous improvement across the service organization.
• •Ensure service operations meet all applicable safety, quality, regulatory, cybersecurity, data-privacy, and business-conduct requirements.
• •Strategic
• •Define a differentiated China service value proposition that improves clinical and laboratory outcomes, customer economics, and long-term partnership value.
• •Shape portfolio and investment priorities by connecting market trends, customer workflows, technology developments, policy changes, and competitive intelligence.
• •Build strategic relationships with key customers, industry partners, and relevant ecosystem stakeholders to co-create innovative service solutions and scalable pilots.
• •Influence global and operating-company service agendas so that China customer needs and locally developed innovations are reflected in future capabilities and offerings.
• •People Development
• •Build a high-performing, customer-centric service leadership community across the China Diagnostics Platform, with aligned priorities and shared accountability.
• •Develop organizational capabilities in strategic account service, digital service, data analytics, field excellence, innovation, and commercial service management.
• •Coach leaders, strengthen succession pipelines, and create an inclusive environment that enables learning, collaboration, accountability, and calculated experimentation.
• •Lead change with clear communication and disciplined adoption, ensuring that strategy is understood and embedded in frontline behaviors and management routines.
• •Service Growth & Innovation Identify and scale new sources of customer and business value through differentiated service offerings, lifecycle solutions, partnerships, and locally relevant innovation. Build robust business cases, pilot rapidly, validate customer impact, and scale successful models across the platform. MAIN FOCUS OF JOB ROLE
• •Deploy and sustain a platform-wide service strategy that creates measurable value for customers and the business.
• •Elevate customer experience, equipment availability, workflow performance, and lifecycle partnership.
• •Accelerate digital, connected, predictive, and outcome-based service innovation.
• •Create scale and synergies across operating companies through shared standards, capabilities, data, and best practices.
• •Build a strong leadership pipeline and a culture of customer focus, innovation, continuous improvement, and accountability.
• •SUCCESS MEASUREMENT
• •Achievement of agreed customer-value outcomes, including satisfaction, loyalty, uptime, response and resolution performance, and workflow impact.
• •Delivery of service growth, profitability, contract penetration, retention, productivity, quality, and cost targets.
• •Successful launch and scale-up of innovative service solutions with validated customer adoption and business impact.
• •Effective strategic deployment and sustained adoption of platform service standards and DBS management routines.
• •Strength of the service leadership bench, critical-capability development, engagement, and succession readiness.
• •EDUCATION / EXPERIENCE
• •Bachelor’s degree in medical, engineering, life sciences, business, or a related discipline; an advanced degree is preferred.
• •Substantial leadership experience in service, customer support, operations, or lifecycle solutions within diagnostics, medical devices, life sciences, or another complex technology-based industry.
• •Demonstrated ability to formulate strategy and translate it into priorities, operating mechanisms, resource allocation, and sustained execution across a matrixed organization.
• •Strong record of elevating customer value and experience through service innovation, digital solutions, process redesign, and new business models.
• •Strong commercial and financial acumen, with experience managing service revenue, profitability, productivity, and investment trade-offs.
• •Proven ability to influence senior stakeholders, align independent businesses, and lead transformation without relying solely on direct authority.
• •Experience building and developing diverse, high-performing teams and succession pipelines in a complex, fast-changing environment.
• •Data-driven, customer-oriented, and skilled in structured problem solving and continuous improvement; experience with DBS or a comparable business system is an advantage.
• •Excellent written and verbal communication skills in En

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