Director of Service Operations, North America

Director of Service Operations, North America

Bedford - 180 Hartwell Road Bedford, Massachusetts 01730 United States

Country

United States

Shift

1st

Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors.

Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong.

Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Job Summary

The Director of Service Operations is a key leadership role responsible for designing, implementing, and governing the operational backbone of the service organization. This position ensures that service processes, systems, and standards are harmonized across all service areas to deliver consistent, efficient, and compliant support for customers and internal stakeholders.

The scope of responsibility includes oversight of inventory and logistics, calibrated tools administration, and governance frameworks that uphold service quality and regulatory compliance. This role will drive audit readiness initiatives and establish service standards that align with global best practices. Additionally, this role plays a critical part in supporting new product introductions and product life-cycle management, ensuring service readiness and operational integration throughout the product journey.

Financial stewardship is central to the role, encompassing cost avoidance strategies, service pricing models - including service contract pricing - and workload optimization through field area and territory mapping. This role also oversees repair service centers, ensuring operational efficiency and customer satisfaction. By leveraging data-driven insights and continuous improvement methodologies, this leader will optimize resource allocation, enhance service delivery, and contribute to the organization's strategic growth objectives.

Key Accountabilities:

Governance & Compliance

• Maintain audit readiness across all service operations. Establish governance frameworks for business processes that align with industry regulations and internal quality standards

New Product Introduction & Product Life-cycle Management

• Drive service readiness for new product launches, including inventory, tools, and documentation
• Support Product Life-cycle initiatives to ensure the Product Install base is operationally maintained with service integration throughout the product life-cycle.
• Develop and implement cost avoidance strategies to optimize operational expenses
• Define and manage service pricing models, including service contract pricing.

Field Operational Optimization

• Conduct field area and territory mapping to balance workload and resource allocation.
• Analyze service demand and workforce capacity to improve operational efficiency
• Provide senior leadership and strategic direction to repair service centers to accelerate cost avoidance and financial gain
• Orchestrate a service center customer centric culture to ensure delivery and quality of repairs are best in class always driving continuous improvement initiatives.

Performance & Continuous Improvement

• Provide operational insights through analysis to establish KPIs and monitor service performance metrics
• Drive process improvement initiatives using data-driven insights and best practices

Process
- Systems
- Technology

• Develop and implement scalable customer centric processes, systems, applications and tools ti improve cross-collaboration, service delivery, reduce turnaround times, and enhance customer satisfaction
• Prepare…