Service Delivery Director

Job not on LinkedIn

🔥 0 minutes ago

🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

💵 $174.5k - $290.9k / year

⏰ Full Time

🔴 Lead

👔 Director

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Agilent Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

🍽️ Food & Beverage

🏥 Healthcare

💼 Consulting

💰 $500M Post-IPO Debt on 2019-09

Food & Beverage • Healthcare • Consulting

Agilent Technologies is a global leader in the field of analytical and laboratory instruments. The company offers a diverse range of products and solutions, including gas and liquid chromatography, mass spectrometry, lab supplies, and software and informatics. Agilent serves various industries, such as biopharma, food and beverage testing, clinical diagnostics, and environmental testing. Additionally, Agilent provides comprehensive services for lab management, maintenance, and instrument repair. They focus heavily on advancing science through sustainable solutions and supporting genomics, pathology, and cancer research with advanced technologies.

📋 Description

• Drive profitable growth, operational excellence, and customer satisfaction across Agilent's service organization • Lead field service operations and develop high-performing service teams • Deliver service business performance, including revenue growth, profitability, margin improvement, and operational efficiency • Increase service contract renewals, service attachment rates, lead generation, and revenue recognition • Manage P&L objectives through financial planning, forecasting, and resource management • Reduce service delivery costs while maintaining customer satisfaction and service quality • Monitor business metrics to drive continuous improvement and decision-making • Champion a customer-centric service culture and improve customer loyalty • Develop service solutions, delivery models, and support processes • Improve service quality, responsiveness, and customer satisfaction • Engage strategic customers and resolve escalated service issues • Lead installation, maintenance, repair, calibration, qualification, and support of 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 scalability initiatives • Lead, develop, and inspire Field Service Engineers, Service Technicians, and service leaders • Build succession plans and leadership pipelines • Partner with Sales, Commercial Operations, Customer Success, Technical Support, Marketing, Quality, Regulatory, and Business Unit leaders • Collaborate across regional and global organizations and support acquisitions, product launches, and organizational transformations • Ensure compliance with 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 discipline • Minimum of 5 years of experience leading people, programs, projects, or business functions • Demonstrated leadership experience managing service, operations, technical support, or field service organizations • Experience managing budgets, operational performance, and business financials • Strong understanding of customer service operations, field service management, and business performance metrics • Proven ability to lead through change and drive organizational transformation • Ability to travel as needed • Must consent to and meet Agilent-approved customer and vendor credentialing requirements • Ability to satisfy requirements that may include proof of identity, certifications, training records, immunizations, and health and safety compliance documentation • Experience leading geographically dispersed or multi-site service organizations • Prior ownership of P&L or significant operating budgets • Background supporting laboratory, analytical instrumentation, life sciences, diagnostics, healthcare, or related technical environments • Experience implementing Lean, Six Sigma, or operational excellence programs • Track record of building high-performing teams and driving measurable business outcomes

🏖️ Benefits

• Bonus eligibility • Stock eligibility • Benefits • Option to work remotely • Choice of company car or reimbursement for personal vehicle usage in the US • Professional development opportunities • Coaching and mentoring • Travel support as needed