Senior Director, Global Service – Material Sciences

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $196k - $327k / year

⏰ Full Time

🟠 Senior

👔 Director

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TA Instruments

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1990

🏥 Healthcare

🍽️ Food & Beverage

💼 Consulting

Healthcare • Food & Beverage • Consulting

TA Instruments is a manufacturer of scientific instrumentation that designs and produces thermal analysis and rheology equipment used for materials characterization and research. Its product portfolio includes differential scanning calorimeters, thermogravimetric analyzers, dynamic mechanical analyzers, rheometers and related software and accessories, serving academic, industrial and government laboratories for polymer, materials, chemical and pharmaceutical applications.

📋 Description

• Develop and execute a multi-year global service strategy aligned with business priorities, customer needs, and growth objectives • Lead the worldwide service organization across the Americas, EMEA, China, and Asia Pacific • Contribute to division strategy, annual planning, investment decisions, organizational development, and business performance reviews as a member of the MSD Leadership Team • Build a customer-centric, inclusive, high-performance culture • Lead organizational transformation and change initiatives • Own global field service delivery and establish performance standards for response, resolution time, first-time fix, uptime, productivity, capacity, quality, and satisfaction • Drive standardization and continuous improvement of service processes, tools, workflows, escalation practices, and management systems • Lead global workforce and capacity planning • Improve predictability through forecasting, operating reviews, leading indicators, and corrective action plans • Own global service growth strategy, including contract attach, renewals, service plan penetration, upgrades, referrals, and other revenue opportunities • Partner with Sales and Commercial Excellence on account strategies, instrument sales, and customer engagement • Advance service pricing, value-selling, portfolio, and go-to-market strategies • Lead service growth and inside service sales capabilities, including pipeline management, conversion, retention, and commercial target execution • Use installed-base, customer, and performance data to identify growth opportunities and guide resource allocation • Provide executive leadership for global technical support and resolve complex technical issues and escalations • Partner with Product Management, R&D, Applications, Quality, and Operations to improve reliability, serviceability, launch readiness, and field performance • Build technical training, certification, knowledge management, remote support, and competency-development programs • Convert field and customer insights into product, process, and service improvements • Champion customer experience and improve service outcomes globally • Build executive relationships with key customers and serve as executive sponsor for strategic accounts and critical escalations • Own global service revenue, expense, productivity, and profitability performance • Manage operating plans, forecasts, budgets, headcount plans, and strategic investments • Drive margin expansion and productivity through pricing, mix, process improvement, digital enablement, resource optimization, and cost management • Recruit, develop, coach, and retain global service leaders and technical talent • Build succession plans, leadership capability, technical career pathways, and development programs • Establish goals, performance expectations, accountability, and recognition practices • Foster employee engagement, inclusion, cross-regional collaboration, and quality and safety culture

🎯 Requirements

• Bachelor’s degree in Engineering, Science, Business, or a related field required • Ten or more years of progressive leadership experience in service, customer support, commercial operations, or a related function • Demonstrated success leading a complex, multi-region service organization in a global environment • Proven experience driving customer satisfaction, service growth, operational improvement, and organizational transformation • Strong financial and business acumen, including experience with budgets, forecasts, business performance metrics, and profit improvement • Experience leading through change and developing high-performing, geographically dispersed teams • Experience in scientific instrumentation, analytical instruments, laboratory technology, capital equipment, industrial technology, or a related industry preferred • Enterprise-level strategic thinking and ability to translate strategy into clear priorities and sustained execution • Strong customer orientation and judgment in complex, high-impact customer situations • Commercial acumen and understanding of installed-base, recurring-revenue, and aftermarket service models • Demonstrated operational excellence and ability to use data, metrics, and operating mechanisms to improve performance • Executive presence and ability to influence across regions, functions, and organizational levels • Excellent communication, collaboration, negotiation, and change-leadership skills • Ability to operate effectively across cultures, time zones, and diverse market environments