Service Operations Manager - Medical Device (Bedford, MA ​/ Plymouth, MN

Job Title

Service Operations Manager
- Medical Device (Bedford, MA / Plymouth, MN)

Service Operations Manager
- Medical Device (Bedford, MA / Plymouth, MN)

Help build a best-in-class service organization that enables growth, innovation, and customer success. In this strategic leadership role, you will develop scalable service operations, ensure readiness for breakthrough medical technologies, and lead field service and repair teams to deliver exceptional customer experiences. Your leadership will be key to advancing service excellence, operational efficiency, and long-term business success in a highly regulated healthcare environment.

Your role:

• Lead and execute the end-to-end service strategy for the portfolio, building a scalable service model that supports business growth, customer success, and long-term organizational goals. Own service business performance through KPI management, cost control, productivity improvement, and scalable service offerings.

• Build, lead, and develop the service organization across field service, technical support, and depot/repair operations. Oversee organizational design, hiring, onboarding, talent development, coaching, and performance management.

• Establish the service operations infrastructure required for a regulated medical device business, including procedures, quality systems, repair processes, technical documentation, training programs, support tools, and operational metrics. Develop reporting and business review mechanisms to track performance and drive operational excellence.

• Partner with Philips North America Central Service to align service delivery models, governance, systems, processes, and operational capabilities. Ensure successful integration into the broader Philips service ecosystem while maintaining compliance with quality, regulatory, and safety requirements.

• Lead cross-functional service readiness for new product introductions and product lifecycle management by collaborating with R&D, Manufacturing, Quality, Regulatory Affairs, Commercial teams, and Supply Chain. Drive continuous improvement through service analytics, customer feedback, and operational insights to enhance reliability, efficiency, support quality, and customer satisfaction.

You're the right fit if:

• You've successfully led field service, depot/repair operations, technical support, customer support, or service operations teams, and have experience building or transforming service organizations. You know how to establish scalable operating models, processes, training programs, and performance management systems.

• You're a strong people leader with experience hiring, coaching, developing talent, and building high-performing teams. You have a track record of driving organizational growth and fostering a culture of accountability and continuous improvement.

• You have substantial experience in service operations leadership and bring strong business acumen to managing operational performance. You use metrics to improve productivity, control costs, enhance quality, and increase customer satisfaction.

• You're comfortable working in regulated environments, ideally within medical devices, healthcare technology, diagnostic imaging, or life sciences. You understand quality systems, regulatory requirements, and the operational discipline required to support compliant service organizations.

• You excel at collaborating across complex, matrixed organizations and can effectively influence stakeholders across engineering, manufacturing, quality, regulatory, commercial, and supply chain teams. You have experience partnering with centralized service organizations and aligning priorities across functions.

• You leverage data, operational metrics, and customer insights to identify trends, solve problems, and drive measurable improvements. You are skilled at establishing service processes, operational KPIs, and customer support infrastructure that enable long-term success.

• You hold a bachelor's degree in a relevant technical or business discipline and bring at least 7 years of progressive service leadership experience, including 3+ years of people management. You are comfortable supporting new product…