Area Service Director

Responsible for implementing andmaintainingthe effectiveness of the quality system. Oversee and manageseveraldepartments withintheAreaServicefunction. Provide direct management and counsel to staff to ensure goals are met. Set technical strategy forService for product families and translate strategy into specific actions. Work with GlobalServicedirectors on country strategies within given product platforms.

Establish goals and ensure projectsarecompleted on time and within budget.

Core Responsibilities:

• Align withAreaDiagnostics commercialleadership to deliveraunique service experienceto our customer baseacross the region, that drives renewals and reference-ability.

• Partner withGeneral Managersto define and achieve the long-range strategic plan for theregion, balancing long-term goals with short-term business needs.

• Implementand execute service and support strategy,budgetand resource planningto driveefficiency,profitability,customer loyalty, standardizationand harmonization ofservice tools and processes.

• Anticipate market trends and environmental forces and implement the necessary changes to meet customer needs.

• Provide direction and leadership for the fieldserviceorganization, fostering a healthy, growing business.

• Ensure development activities are in place tomaintaina constant supply of high-performing talent.

• Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizationalobjectives.

• Responsible for strategic initiativesregardingtechnical service support,escalationand training

Supervisory/Management Responsibilities:

• Direct Reports:3-5, includingmanagers of different areas of theService business(Level 3 escalation, training, refurbishmentcenterand Implementation&InstallationTeam)

• Indirect Reports:200-300including second-level reports and dotted-line reports including country managers andfront-lineServiceroles.

Position Accountability/Scope:

• Reports to theDVP GlobalServiceand servesas a member oftheirstaff.

• Ensurescompliance with regulatory agencies and that systems, procedures, and management structures are in place to meet goals ethically and legally.

• Interfaceswith relevantCore Lab partners in areas such asGlobal Technical Operations, Quality,Marketing, Finance,Pricing,Sales,Commercial Operations, Training, and HR.

• Travelsasrequiredto manage and support the regional serviceteams.

Key Performance Indicators (KPIs):

• Achievement ofrenewaland customer loyalty goals

• Management and control of Service Cost budget

• Improvement in Gross Margin & Division Margin

• Successful implementation of Core Lab offerings in target accounts

• Achievement of key service performance indicators focused on efficiency and customer centricity

• Development and retentionof high-performing talent

Educationand Experience:

• Minimum of aBachelor’s Degreein a technical discipline;an advanced degreeis preferred.

• Minimum8yearspriorrelated experience overall;3 years in a management function.

• In VitroDiagnosticsexperience isrequired.

• Experience working in a quality system-driven organization and environment. Failure to adequately perform tasks can result in noncompliance with governmental regulations.

• Extensive experience with large healthcare systems and Integrated Delivery Networks.

• Proven capability andtrack recordinserviceleadership, including successful managementof budgetsand capitalexpenditures.

• Proventrack recordin driving change and challenging the status quo, viewed as a change agent in the organization.

• Strong strategic business acumen witha track recordof growing renewalsand increasingcustomer satisfaction.

• Excellent people management skills with a proventrack recordof interpersonal agility tooperateacross cultural and geographic boundaries. Ability to bring teams together, especially indifficult times.

• Strong customer orientation, with the ability to understand the changing face of the customer in the industry.