Director, Instrument Field Service - NA Growth & Uptime

Miltenyi Biotec; Gaithersburg (MD); On-site; USD 202,000 - 237,000; Full time

Job summary

Miltenyi Biotec in Gaithersburg, MD is seeking a Director, Instrument Field Service to lead the North America field service organization, focusing on strategy, performance, and growth across installation, maintenance, repair, and customer success.

The role reports to the Senior Director, MACS Services North America and requires building a high-impact team, driving operational excellence, and using data-driven decision making to improve service and financial outcomes.

Qualifications

• Bachelor's degree in engineering, Science, Business Administration, or a related field; 10 years of leadership experience in field service, technical service, medical device, diagnostics, biotechnology, or life sciences.
• Experience leading managers across multiple regions.
• Proven success developing service strategies and scaling service organizations.
• Strong financial, operational, and customer-facing leadership capabilities.
• Experience leading cross-functional and organizational change initiatives.

Responsibilities

• Develop and execute the North America field service strategy.
• Lead and develop Regional Service Managers and field leadership teams.
• Drive service performance through KPIs including uptime, customer satisfaction, first-time fix, SLA attainment, and productivity.
• Manage departmental budgets, workforce planning, and resource allocation.
• Partner with commercial teams to support installed-base growth, service contract success, and customer retention.
• Lead continuous improvement initiatives that enhance service quality, operational efficiency, and customer experience.
• Collaborate with global stakeholders to align service standards, processes, and strategic priorities.

Skills

Regional leadership

Financial leadership

Operational leadership

Customer-facing leadership

Data-driven decision making

Education

Bachelor's degree in engineering/Science/Business Administration or related field

Job description

Miltenyi Biotec in Gaithersburg, MD is seeking a Director, Instrument Field Service to lead the North America field service organization, focusing on strategy, performance, and growth across installation, maintenance, repair, and customer success.

The role reports to the Senior Director, MACS Services North America and requires building a high-impact team, driving operational excellence, and using data-driven decision making to improve service and financial outcomes.