Service Operations Director

Philips; Massachusetts; On-site; USD 169,000 - 270,000; Full time

Benefits offered by this job

401k matching

Stock purchase plan

Education reimbursement

Job summary

Philips is seeking a Service Operations Manager to lead global service operations for a broad interventional portfolio across North America, coordinating field service engineers, support specialists, and coordinators. You will drive training programs, field education, and cross-functional process improvements in a regulated medical device environment where patient safety is paramount.

You will partner with quality, regulatory, and engineering teams to ensure compliant, efficient service delivery

Qualifications

• 8+ years of experience with Bachelor's OR 6+ years with Master's in Service Delivery/Operations.
• Bachelor's or Master's in Health Science, Architecture, Engineering, Business Management or equivalent.
• Must meet physical, cognitive and environmental requirements for field/office roles.

Responsibilities

• Lead service operations for a global portfolio across North America with a distributed team.
• Own service training, certification programs and field education across three continental sites.
• Drive performance improvements using KPIs and root-cause analysis with cross-functional partners.
• Ensure service quality and regulatory compliance with quality, regulatory and product engineering teams.
• Act as the bridge between field teams, manufacturing, supply, and service platforms during growth and integrations.

Skills

Service operations management

Field service leadership

Cross-functional collaboration

Operational governance

Education

Bachelor's degree in Health Science, Architecture, Engineering, Business Management or equivalent

Tools

QMS software

Job description

Service Operations Manager

Job Description

Your role:

• Lead service operations for a global interventional cardiology and vascular device portfolio, owning field performance, delivery execution, and operational governance across a geographically distributed team of field service engineers, product support specialists, and service coordinators. You will set the operating rhythm for corrective, preventive, and installation service across North America while partnering with international service leaders to align standards globally.
• Own the service training and technical education function end to end, including training program management, instructor-led and digital course delivery, field certification programs, and training center operations across three continental sites. You will ensure engineers maintain verified competency on legacy, newly acquired, and next-generation product lines in a regulated medical device environment where patient safety depends on technician proficiency.
• Drive measurable improvement in service performance using indicators such as time to system restoration, first-visit resolution, installation quality, contract capture, and preventive maintenance completion. You will lead root-cause analysis on systemic delivery issues, design operational improvements with engineering and supply chain partners, and translate field data into changes that improve customer uptime and reduce repeat service events.
• Manage service quality and compliance activities including complaint escalation, field execution of corrective actions and compliance tracking, product lifecycle support for systems approaching end of service, and regulatory documentation across all served markets. You will work directly with quality, regulatory, and product engineering teams to ensure service processes satisfy medical device requirements while maintaining the speed and responsiveness customers expect.
• Serve as the operational bridge between field teams, manufacturing sites, parts supply organizations, commercial teams, and enterprise service technology platforms during product portfolio expansion and acquisition integrations. You will build the service delivery infrastructure required to scale support for a growing, multi-technology portfolio, ensuring every new product entering the service organization has a fully staffed and validated operational capability from day one.

You're the right fit if:

• You’ve acquired 8+ years of experience with Bachelor's OR 6+ years of experience with Master's in areas such as Service Delivery, Service Operations or equivalent.
• You have a Bachelor's / Master's Degree in Health Science, Architecture, Engineering, Business Management or equivalent.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an FIELD role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in CO, OHIO, is $151,000 to $241,000 Annually.

The pay range for this position in MN is $153,000 to $253,000 Annually.

The pay range for this position in CA and MA is $169,000 to $270,000 Annually.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

• generous PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• stock purchase plan
• education reimbursement
• much more

Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.