Global Technical Services Leader - Field Support & Success

Harland Medical Systems; Eden Prairie (MN); On-site; USD 150,000 - 210,000; Full time

Job summary

Harland Medical Systems seeks a Global Service Leader to build and scale a profitable worldwide service business for customer equipment and manufacturing processes. The role combines technical-service leadership with commercial discipline and full P&L accountability, leading a distributed team of engineers and support staff across regions.

The incumbent will own service strategy, pricing, contracts, and SLAs, while partnering with Sales, Operations, Engineering, Quality, and Finance to deliver

Qualifications

• Bachelor’s degree in engineering, science, operations, business, or a related field is required.
• 10+ years of progressive experience in field service, technical support, customer success, or an aftermarket business.
• Demonstrated success leading a global or multi-regional, remotely distributed technical-service organization.
• Direct ownership of a business unit, service line, or meaningful P&L, including budgeting, forecasting, pricing, margin management, and growth delivery.
• Experience developing and selling service contracts, preventive-maintenance programs, and SLAs in a B2B equipment or process environment.
• Strong commercial capability, including customer value selling, contract negotiation, renewals, account expansion, and cross-functional sales partnership.
• Experience with CRM, ticketing, field-service management, installed-base management, and service analytics platforms.
• Ability to understand complex equipment, controls, manufacturing processes, and customer applications to lead escalations.
• Willingness to travel globally, including occasional urgent travel.
• Excellent verbal and written communication.
• Experience in personnel management, including hiring/onboarding, evaluating, training/coaching and terminating employees.
• Knowledge of ISO 13485 or ISO 9000 environment.
• Computer literacy with inventory management software, Microsoft Word, Excel and email.

Responsibilities

• Own the global service and aftermarket business, including revenue, gross margin, operating expense, profitability, working capital, and annual operating plan performance.
• Develop and execute the global service strategy, organizational model, service portfolio, pricing architecture, and growth roadmap.
• Build forecasts for service-contract revenue, time-and-materials service, replacements, spare parts, upgrades, and consumables.
• Establish dashboards and reviews translating service activity into customer, operational, and financial results.
• Lead a distributed team of field service engineers, remote-support specialists, and service coordinators.
• Design, price, sell, renew, and deliver tiered service-contract offerings and SLAs.
• Manage a 24/7 global support model with regional coverage, on-call rotations, remote diagnostics, and escalation protocols.
• Maintain disciplined service documentation and knowledge-management content.
• Partner with Sales, Operations, Engineering, Quality, and Product Management to deliver value and growth.

Skills

Global service leadership

P&L ownership

Service contracts negotiation

Strategic planning

Cross-functional collaboration

Communication

Team management

Travel readiness

Technical understanding of equipment

Sales experience

Customer success

Education

Bachelor’s degree in engineering/science/operations/business

Tools

CRM systems

Ticketing systems

Field service management

Installed-base management

Service analytics platforms

MS Word & Excel

Job description

Harland Medical Systems seeks a Global Service Leader to build and scale a profitable worldwide service business for customer equipment and manufacturing processes. The role combines technical-service leadership with commercial discipline and full P&L accountability, leading a distributed team of engineers and support staff across regions.

The incumbent will own service strategy, pricing, contracts, and SLAs, while partnering with Sales, Operations, Engineering, Quality, and Finance to deliver